Tender for Back Office and Customer Support Service

Tender for Back Office and Customer Support Service

Provision of back-office and customer support service for an online InterRail pass retailing service.

UK-London: sale of travel tickets and package tours services

2012/S 234-385504

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

Association of Train Operating Companies (ATOC)
40 Bernard Street
For the attention of: Nick Bamford
WC1N 1BY London
UNITED KINGDOM
Telephone: +44 2078418218
E-mail: nick.bamford@atoc.org

Further information can be obtained from: Association of Train Operating Companies (ATOC)
40 Bernard Street
For the attention of: Nick Bamford
WC1N 1BY London
UNITED KINGDOM
Telephone: +44 2078418218
E-mail: nick.bamford@atoc.org

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: Association of Train Operating Companies (ATOC)
40 Bernard Street
For the attention of: Nick Bamford
WC1N 1BY London
UNITED KINGDOM
Telephone: +44 2078418218
E-mail: nick.bamford@atoc.org

Tenders or requests to participate must be sent to: Association of Train Operating Companies (ATOC)
40 Bernard Street
For the attention of: Nick Bamford
WC1N 1BY London
UNITED KINGDOM
Telephone: +44 2078418218
E-mail: nick.bamford@atoc.org

I.2)Main activity
Railway 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:
Provision of back-office and customer support service for an online InterRail pass retailing service.
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: United Kingdom.
NUTS code UK
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
II.1.5)Short description of the contract or purchase(s):
As the representative body for the GB passenger train operating companies (TOCs), ATOC is planning to start retailing InterRail passes in 2013, in order to benefit from the current strength and future development potential of the UK-outbound InterRail market.
As part of the development of an online retailing capability, ATOC is now inviting suitably qualified providers of international rail pass and ticket fulfilment services to confirm their interest in providing a range of support services to include:
Electronic printing of InterRail passes and reservations on RCT2 ticket stock, in accordance with UIC standards;
Collation and despatch of ticket packs;
Sales reporting in accordance with UIC-301 InterRail accounting procedures; and.
Pre-sales, post-sales and post-travel customer support.
Pass sales are estimated at 5 000 in 2013/14, increasing to 10 000+ by 2015/16.
For the avoidance of doubt, the contract relates purely to fulfilment and support activities and does not seek to establish a sales agency agreement.
II.1.6)Common procurement vocabulary (CPV)

63512000

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:
II.2.2)Information about options
Options: yes
Description of these options: ATOC shall have the right to extend the term of any contract awarded by up to a further three 12 month periods.
II.2.3)Information about renewals
This contract is subject to renewal: no
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:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
Short-listed candidates will be free to propose a method and level of remuneration for services provided. Such methods of remuneration may be based on a fixed annual fee, a fixed fee per transaction, a percentage of pass sales value or a combination of these methods. Details of this shall be included in the contract documentation issued to shortlisted respondents.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions:
The performance of the contract is subject to particular conditions: yes
Description of particular conditions: The supplier’s systems and procedures deployed under the contract must comply with all relevant standards including:
UIC standards relating to ticket printing and accounting file production;
Pcidss where the supplier manages any part of the payment processing function; and interfaces to RSP systems will be subject to accreditation at the supplier’s expense.
Full details of this shall be included in the contract documentation issued to shortlisted respondents.
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability
Information and formalities necessary for evaluating if the requirements are met: (1) All candidates will be required to provide a statement, covering the 3 previous financial years including the overall turnover of the candidate and the turnover in respect of the activities which are of a similar type to the subject matter of this notice;
(2) All candidates will be required to provide statements of accounts or extracts from those accounts relating to their business.
III.2.3)Technical capacity
Information and formalities necessary for evaluating if the requirements are met: (1) A statement of the principal goods sold or services provided by the supplier or the services provider in the past 3 years, detailing the dates on which the goods were sold or the services provided; the consideration received; the identity of the person to whom the goods were sold or the services were provided;
(2) A check may be carried out by the contracting authority or by a competent official body of the State in which the candidate is established, to verify the technical capacity of the candidate; and if relevant, on the candidates study and research facilities and quality control measure;
(3) An indication of the proportion of the contract which the services provider intends possibly to subcontract.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service

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
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting entity:
IV.3.2)Previous publication(s) concerning the same contract
IV.3.3)Conditions for obtaining specifications and additional documents
IV.3.4)Time limit for receipt of tenders or requests to participate
17.12.2012 – 12:00
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
VI.2)Information about European Union funds
VI.3)Additional information:
Respondents will be required to demonstrate and provide evidence of the following:
A general understanding of international rail products and specifically of the operation of the InterRail pass products;
At least 3 year experience of performing most if not all of the activities described in the description of the contract; and experience of advising customers and solving problems through a helpdesk function.
If you meet the above criteria and wish to respond you may do so in no more than 10 pages providing the following additional information:
Details of the respondents’ turnover or volume of sales of such services for the last 3 financial years;
Full details of the company the respondent’s proposes to provide the services including full company name, company structure, where necessary parent company details, nature of core company business and competence and current customer base;
Details of relevant key contracts that the respondent has carried out in the last 3 years;
Summary financial information including summary profit and loss, turnover and balance sheet information for the last three financial years;
Key contact details (e.g. telephone number, postal address, email and mobile number) for the respondent’s personnel for correspondence purposes; and identify any key issues relating to the requirements set out in this notice.
All responses should be submitted electronically (not to exceed 5 MB in size) by the specified deadline in MS Word or PDF format to the email address specified for such receipt in this notice.
One hard copy in the same formats should also be sent to the office address also specified.
(MT Ref:95233).
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:30.11.2012

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