Supply Service Management System

Supply Service Management System

While the system is primarily for Translink IS department, it should also be capable of being used by other departments within the company that are service based, e.g. customer service departments (to record and manage complaints, compliments, etc.),

United Kingdom-Belfast: Software package and information systems

2015/S 168-307299

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

I.1)Name, addresses and contact point(s)

Translink
3 Milewater Road
For the attention of: Clarke Marcia
BT3 9BG Belfast
UNITED KINGDOM
Telephone: +44 2890354076
E-mail: marcia.clarke@translink.co.uk

I.2)Main activity

Railway services
Urban railway, tramway, trolleybus or bus services
I.3)Contract award on behalf of other contracting entities

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting entity:

Service Management System 2015.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 27: Other services
Main site or location of works, place of delivery or of performance: Belfast.

NUTS code UKN0

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract

II.1.4)Information on framework agreement

Estimated total value of purchases for the entire duration of the framework agreement

Frequency and value of the contracts to be awarded: The duration of the contract is anticipated to be 3 years with 3 options to extend: options 1 and 2 each being a period of 2 years and option 3 a period of 1 year.

II.1.5)Short description of the contract or purchase(s):

Translink (Comprising of Citybus Ltd, Northern Ireland Railways Co Ltd and Ulsterbus Ltd) and including Northern Ireland Transport Holding Company (NITHC) (known as ‘The Group’) are seeking to appoint a supplier to implement a service management system.
Since 2002, the IS Department within Translink has been using an incident based system as their service management system to record and manage all IS incidents across the company. This system is now life expired.
Since 2003, the Customer Service Department within Translink have been using a similar system as a means of capturing and reporting on customer feedback — primarily complaints and compliments — across Northern Ireland Railways, Ulsterbus and Metro. Both systems while currently in use are life expired and there is a need to replace these.
Information Technology Infrastructure Library (ITIL) is a best practice service management methodology which has been embraced by IS to deliver services to meet the needs of the business. ITIL is a registered trademark which is owned by HM Government. Any new service management system should be based on ITIL processes.
Translink IS currently support 1 600 staff across 95 locations using over 200 applications delivered from an estate of 100 servers (physical and virtual). A service management system will allow Translink IS to deliver improved services to the business. While the system is primarily for Translink IS department, it should also be capable of being used by other departments within the company that are service based, e.g. customer service departments (to record and manage complaints, compliments, etc.), marketing, HR. The system must be able to be configured for use by more than 1 department with possibly 80 users on the system at 1-time plus browser based access for all other users.
The customer services department would deal with approximately 10 000 complaints and 400 compliments per year and the IS Department would record approximately 12 000 incidents.
While not an exhaustive list, the following requirements have been identified:
— A scalable solution that can run either within an in-house or cloud environment that uses an industry standard database,
— Service desk to manage incidents,
— Ability to categorise and manage problems,
— Configuration/asset database/document control,
— Change and release management,
— Links to existing systems including active directory, systems centre configuration manager,
— Service contract tracking,
— Ability for users to log incidents into system and be updated as their issue progresses to completion,
— Tracking budget costs that can be tailored to our budget centres and KPI factors,
— Provide automatic notification against defined SLA’s,
— Facility for remote data entry and interrogation on mobile devices,
— Ability to configure system to meet needs of other service based departments, e.g. customer services to assist with complaints, compliments, lost property, etc.,
— Ability to configure figures that pertain to Live chat and social media interactions,
— Assurance that the information held can be converted and used by an alternative service management system for future contracts,
— Ease of reporting to meet different requirements, e.g. service management reports for finance department users, HR users,
— Provision of project management and training as required to liaise with our IS department, complete the installation to our satisfaction, aid in data conversion from existing systems and to train our key users.
Please see PQQ (pre qualification questionnaire) for full details.

II.1.6)Common procurement vocabulary (CPV)

48000000, 48810000, 48781000

II.1.7)Information about Government Procurement Agreement (GPA)
II.1.8)Information about lots
II.1.9)Information about variants
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Translink (comprising of Citybus Ltd, Northern Ireland Railways Co. Ltd and Ulsterbus Ltd) and including Northern Ireland Transport Holding Company (NITHC) (known as ‘The Group’) are seeking to appoint a supplier to implement a service management system.
Since 2002, the IS Department within Translink has been using an incident based system as their service management system to record and manage all IS incidents across the company. This system is now life expired.
Since 2003, the customer service departments within Translink have been using a similar system as a means of capturing and reporting on customer feedback — primarily complaints and compliments — across Northern Ireland Railways, Ulsterbus and Metro. Both systems while currently in use are life expired and there is a need to replace these.
Information Technology Infrastructure Library (ITIL) is a best practice service management methodology which has been embraced by IS to deliver services to meet the needs of the business. ITIL is a registered trademark which is owned by HM Government. Any new service management system should be based on ITIL processes.
Translink IS currently support 1 600 staff across 95 locations using over 200 applications delivered from an estate of 100 servers (physical and virtual). A service management system will allow Translink IS to deliver improved services to the business.
While the system is primarily for Translink IS department, it should also be capable of being used by other departments within the company that are service based, e.g. customer service departments (to record and manage complaints, compliments, etc.), marketing, HR. The system must be able to be configured for use by more than 1 department.
While not an exhaustive list, the following requirements have been identified:
— A scalable solution that can run either within an in-house or cloud environment that uses an industry standard database,
— Service desk to manage incidents,
— Ability to categorise and manage problems,
— Configuration/asset database/document control,
— Change and release management,
— Links to existing systems including active directory, systems centre configuration manager,
— Service contract tracking,
— Ability for users to log incidents into system and be updated as their issue progresses to completion,
— Tracking budget costs that can be tailored to our budget centres and KPI factors,
— Provide automatic notification against defined SLA’s,
— Facility for remote data entry and interrogation on mobile devices,
— Ability to configure system to meet needs of other service based departments, e.g. Customer services to assist with complaints, compliments, lost property, etc.,
— Assurance that the information held can be converted and used by an alternative service management system for future contacts,
— Ease of reporting to meet different requirements, e.g. service management reports for finance department users, HR users,
— Provision of project management and training as required to liaise with our IS department, complete the installation to our satisfaction, aid in data conversion from existing systems and to train our key users.

II.2.2)Information about options

Options: yes
Description of these options: Duration of contract is anticipated to be 3 years initially with 3 options to extend the maintenance and support contract: options 1 and 2 are each a period of 2 years and option 3 a period of 1 year.
Provisional timetable for recourse to these options:
in months: 36 (from the award of the contract)

II.2.3)Information about renewals

This contract is subject to renewal: yes

II.3)Duration of the contract or time limit for completion

Duration in months: 36 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

If required, this will be listed in PQQ and ITT documentation on www.e-sourcingni.bravosolution.co.uk

III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

If required, this will be listed in PQQ and ITT documentation on www.e-sourcingni.bravosolution.co.uk

III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

If required, this will be listed in PQQ and ITT documentation on www.e-sourcingni.bravosolution.co.uk

III.1.4)Other particular conditions:

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: If required, this will be listed in PQQ and ITT documentation onwww.e-sourcingni.bravosolution.co.uk

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: If required, this will be listed in PQQ and ITT documentation onwww.e-sourcingni.bravosolution.co.uk

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: If required, this will be listed in PQQ and ITT documentation onwww.e-sourcingni.bravosolution.co.uk

III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Negotiated
Some candidates have already been selected (if appropriate under certain types of negotiated procedures): no
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications or in the invitation to tender or to negotiate

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting entity:

004/0097/15

IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents

IV.3.4)Time limit for receipt of tenders or requests to participate

21.9.2015 – 15:00

IV.3.5)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.6)Minimum time frame during which the tenderer must maintain the tender
IV.3.7)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published: 36 months.
The Translink Group may make a call for competition at the end of the fixed contract period or after option(s) have been taken up. The Translink Group reserve the right to make a call for competition at any point deemed appropriate by the Translink Group and may make no call for competition should the requirement no longer be classified by the Translink Group as recurring.

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no

VI.3)Additional information:

Follow us on Twitter at: www.twitter.com/TranslinkB2B for opportunities worth 30 000 GBP or more.

Check out our website at: www.translink.co.uk/Corporate/Procurement/

Participate in tenders at: www.e-sourcingni.bravosolution.co.uk

1. Browse to the e-Sourcing portal: www.e-sourcingni.bravosolution.co.uk

2. Click the ‘Click Here to Register’ link,
3. Accept the terms and conditions and click ‘Continue’,
4. Enter your correct business and user details,
5. Note the username you chose and click ‘Save’ when complete,
6. You will shortly receive an email with your unique password (please keep this secure),
7. Login to the portal with the username/password,
8. Click the ‘PQQs Open to All Suppliers’ link (these are PQQs open to any registered supplier),
9. Click on the relevant PQQ to access the content,
10. Click the ‘Express Interest’ button in the ‘Actions’ box on the left-hand side of the page. This will move the PQQ over to the ‘My PQQs’ page (this is a secure area reserved for your projects only),
11. Click on the PQQ code, you can now access any attachments by clicking the ‘Settings and Buyer Attachments’ in the ‘Actions’ box on the left-hand side of the page,
12. You can now ‘Reply or Reject’ (please give a reason, if rejecting),
13. Note the deadline for completion, then follow the on-screen instructions to complete the PQQ.
If you require any further assistance, the BravoSolution help desk is available Monday-Friday (8:00-18:00) on:

— email: help@bravosolution.co.uk

— Phone (UK): +44 8003684850; Phone (Outside UK): +44 2033496601.
Note: Do not leave completing your PQQ/ITT response until the last minute, late responses shall be rejected. The Contracting Authority reserves the right not to award any contract as a result of this competition.
About Translink:
Throughout the documentation, both ‘Translink’ and ‘Group’ refer to the same corporate entities. Both shall be taken to comprise the Northern Ireland Transport Holding Company (NITHCO), in addition to its main operating subsidiaries Citybus Ltd, Northern Ireland Railways Company Ltd and Ulsterbus Ltd.
Translink provide integrated public transport across Northern Ireland. The organisation is 1 of Northern Ireland’s largest employers with approximately 4 000 employees and a turnover in excess of 168 000 000 GBP. Over 81 000 000 passenger journeys are made on Translink services each year.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Please see Section VI.4.2)

Body responsible for mediation procedures

Please see Section VI.4.2)

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: Translink will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into.
The Utilities Contracts Regulations 2006 provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

26.8.2015

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