Tender for Passenger Experience Training

Tender for Passenger Experience Training

We are seeking a training partner to work with us to improve the passenger experience, by unfreezing attitudes and changing behaviours of our passenger facing staff.

United Kingdom-London: Training services

2016/S 089-159188

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

The Provision of Passenger Experience Training for Southeastern employees
3rd Floor, Friars Bridge Court, 41-45 Blackfriars Road
For the attention of: Becky Wise, Sam Hart (Please send emails to both for acknowledgment)
SE1 8PG London
UNITED KINGDOM
Telephone: +44 7772769040
E-mail: becky.wise@southeasternrailway.co.uk, Sam.Hart@southeasternrailway.co.uk

Internet address(es):

General address of the contracting entity: http://www.go-ahead.com/

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Main activity

Urban railway, tramway, trolleybus or bus services
Other: rail suburban

I.3)Contract award on behalf of other contracting entities

The contracting entity is purchasing on behalf of other contracting entities: no

Section II: Object of the contract

II.1)Description

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

The Provision of Passenger Experience Training to South-eastern Railway employees.

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

Services
Service category No 24: Education and vocational education services
Main site or location of works, place of delivery or of performance: Victoria, London — The Customer will provide a dedicated office/training centre.

NUTS code UKI

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

The notice involves the establishment of a framework agreement

II.1.4)Information on framework agreement

Framework agreement with a single operator

Duration of the framework agreement

Duration in years: 2

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

Estimated value excluding VAT
Range: between 375 000 and 450 000 GBP

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

We seek a Training Partner.
At South-eastern (SE) passengers are at the forefront of everything we do. Their comfort and satisfaction with our services is paramount to the smooth running of our railway.
We realised that by introducing a passenger experience training programme for passenger facing colleagues and their managers, we could help maximise satisfaction levels.
We are seeking a training partner to work with us to improve the passenger experience, by unfreezing attitudes and changing behaviours of our passenger facing staff.
We seek to embed and sustain the change into our business by living and delivering our vision and values at every single opportunity.

II.1.6)Common procurement vocabulary (CPV)

80500000, 80570000, 80510000, 80530000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no

II.1.8)Information about lots

This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

The Supplier will be responsible for the creation, delivery and feedback of employee training sessions involving the following expected numbers of employees:
Numbers of Passenger Service Staff:
Management =174;
Passenger facing staff = 2 053;
Admin = 80.
This involve the following number of estimated courses:
4 Half day briefings for Senior Manager conference;
4 Quarterly Manager Half day Forums;
Staff events (based on 2053 staff) — Supplier to define how many courses/how many staff to cover all 2 000 as part of their submission;
Half day focus groups.
Our Values:
— We care passionately about our people;
— We aim to be the best;
— We make the difference together.
How will we know we are successful, what we seek to achieve?
— The overall national passenger satisfaction results with an increase in the attitude and helpfulness of staff on train, in the attitude and helpfulness of station staff to be 85 % by 2018;
— Overall employee engagement is at 85 % or above by 2018;
— Align to our HR activities including Management Development Model, Leadership Model, Making a habit of it;
— Ensure the training design is mapped to the achievement of our goals, and to the Institute of Customer Service (ICS) in anticipation of accreditation with TrainMark.
Estimated value excluding VAT
Range: between 375 000 and 450 000 GBP

II.2.2)Information about options

Options: no

II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 1
In the case of renewable contracts, estimated time-frame for subsequent calls for competition:
in months: 12 (from the award of the contract)

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

Duration in months: 24 (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:

All invoices will be submitted monthly for payment period of 60 days.

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

Joint and Several Liability.

III.1.4)Other particular conditions:

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: A KPI matrix will be negotiated between the successful Supplier and the Customer.
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: All requirements will be specified in the tender documents and access will be granted upon request once your expression of interest has been registered.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: All requirements will be specified in the tender documents and access will be granted upon request once your expression of interest has been registered.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: All requirements will be specified in the tender documents and access will be granted upon request once your expression of interest has been registered.
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: yes

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 below

1. Pricing (%). Weighting 30

2. Contract management — training design and delivery (how you are going to deliver and ensure they meet our objectives and evaluate this) (%). Weighting 25

3. Implementation — training approach (this will be your proposed course material and content) (%). Weighting 25

4. Contract adherence (%). Weighting 10

5. Methodology/safety (training plan and implementation) (%). Weighting 10

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:

436172 – The Provision of Passenger Experience Employee Training

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

no

IV.3.3)Conditions for obtaining specifications and additional documents(except for a DPS)

Time limit for receipt of requests for documents or for accessing documents: 26.5.2016
Payable documents: no

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

27.5.2016 – 17:00

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

English.
Other:
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: no

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:

Once you have registered your expression of interest you will be required to complete an online Pre qualification Questionnaire by 17:00 (GMT) 27.5.2016.
VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Elliot Laurie, Group Legal Director
41-45, Friars Bridge Court
SE1 8NZ London
UNITED KINGDOM

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: As above details.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

5.5.2016

 

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