Marketing Services for Heathrow Airport

Marketing Services for Heathrow Airport

Lot 1 Passenger Ambassador – Operational Services (including disruption contingency). Lot 1 is for the delivery of face-to-face customer service at many points on the passengers’ journey through the airport. Roles will typically, but not exclusively, include offering information and advice, giving directions, hosting automated processes and free-to-user services and informing passengers of appropriate rules and policies relating to airport procedures.

UK-Hounslow: marketing services

2012/S 202-332521

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

Heathrow Airport Limited
The Compass Centre, Supply Chain Department West Wing 2nd Floor, Nelson Road
Contact point(s): www.tendersmart.com
For the attention of: www.tendersmart.com
TW6 2GW Hounslow
UNITED KINGDOM

Internet address(es):

General address of the contracting entity: http://www.baa.com

Address of the buyer profile: http://www.tendersmart.com

Further information can be obtained from: www.tendersmart.com > Business Opportunities > Contract Notices
Please address your queries via the Messaging Centre on www.tendersmart.com > Business Opportunities > Contract Notices
www.tendersmart.com
UNITED KINGDOM

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: www.tendersmart.com > Business Opportunities > Contract Notices
Please address your queries via the Messaging Centre on www.tendersmart.com > Business Opportunities > Contract Notices
www.tendersmart.com
UNITED KINGDOM

Tenders or requests to participate must be sent to: www.tendersmart.com > Business Opportunities > Contract Notices
Please address your queries via the Messaging Centre on www.tendersmart.com > Business Opportunities > Contract Notices
www.tendersmart.com
UNITED KINGDOM

I.2)Main activity

Airport-related activities
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:

Passenger Ambassador Service Provision.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 11: Management consulting services [6] and related services
Main site or location of works, place of delivery or of performance: Heathrow Airport Limited, TW6 2GW.
NUTS code UKI2

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

Framework agreement with several operators
maximum number of participants to the framework agreement envisaged: 3
Duration of the framework agreement

Duration in months: 60
Estimated total value of purchases for the entire duration of the framework agreement

Estimated value excluding VAT
Range: between 50 000 000,00 and 60 000 000,00 GBP
Frequency and value of the contracts to be awarded: 4 year contract with an option to extend for one further period of 12 months

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

At Heathrow we are committed to delivering valued passenger experiences at all touch points, we want to consolidate many of the currently disparate provision of passenger-interacting services within the terminals. We want our passengers to recognise and appreciate a consistent high level of service at Heathrow.
We are seeking an enhanced service proposition that reflects the diverse needs of our discerning passengers, with multi-lingual services matched to our variable flight schedules and world-wide destinations and cultures.
Our requirements are split into the two lots:-.
Lot 1 Passenger Ambassador – Operational Services (including disruption contingency).
Lot 1 is for the delivery of face-to-face customer service at many points on the passengers’ journey through the airport. Roles will typically, but not exclusively, include offering information and advice, giving directions, hosting automated processes and free-to-user services and informing passengers of appropriate rules and policies relating to airport procedures.
Lot 2 Passenger Ambassador – Retail Services.
Lot 2 is for the delivery of face-to-face sales through service, mostly centred in the departure lounge on the passengers’ outbound journey from Heathrow. Roles will typically, but not exclusively, include offering information and advice, giving directions, distributing promotional literature, undertaking promotional activities, assisting sales in the airport’s retail environment, providing a Personal Shopper service to a sub-set of passengers, managing a ‘Shop & Collect’ service (buy on departure, collect upon return to Heathrow) and a ‘Reserve & Collect’ service (reserve online, collect at Heathrow). There will also be a requirement for the provision of a call-centre facility to administer the Reserve & Collect programme and encourage sales.
II.1.6)Common procurement vocabulary (CPV)

79342000, 79342320, 79342200, 79342300

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

The contract is covered by the Government Procurement Agreement (GPA): yes
II.1.8)Information about lots

This contract is divided into lots: yes
Tenders may be submitted for one or more lots
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:

Lot 1 Passenger Ambassador – Operational Services (including disruption contingency).
Lot 1 is for the delivery of face-to-face customer service at many points on the passengers’ journey through the airport. Roles will typically, but not exclusively, include offering information and advice, giving directions, hosting automated processes and free-to-user services and informing passengers of appropriate rules and policies relating to airport procedures. Staff will be expected to work flexibly across terminals, in varying locations within terminals and across role functions. In addition to supporting planned operations, the service should deliver customer service in periods of disruption, being flexible in its ability to meet different passenger and operational needs and rapidly changing demand levels.
Lot 2 Passenger Ambassador – Retail Services.
Lot 2 is for the delivery of face-to-face sales through service, mostly centred in the departure lounge on the passengers’ outbound journey from Heathrow. Roles will typically, but not exclusively, include offering information and advice, giving directions, distributing promotional literature, undertaking promotional activities, assisting sales in the airport’s retail environment, providing a Personal Shopper service to a sub-set of passengers, managing a ‘Shop & Collect’ service (buy on departure, collect upon return to Heathrow) and a ‘Reserve & Collect’ service (reserve online, collect at Heathrow). There will also be a requirement for the provision of a call-centre facility to administer the Reserve & Collect programme and encourage sales.
Estimated value excluding VAT
Range: between 50 000 000,00 and 60 000 000,00 GBP
II.2.2)Information about options

Options: yes
Description of these options: A) Scope – HAL may award individual contracts per lot, or choose to combine these (therefore, we could appoint 1 supplier across all lots, or 1 or more supplier per lot).
B) Contract duration – it is anticipated that the contracts) will be for 4 years with an option to extend by one further period of 12 months.
II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 1
II.3)Duration of the contract or time limit for completion

Duration in months: 60 (from the award of the contract)

Information about lots

Lot No: 1 Lot title: Lot 1 Passenger Ambassador – Operational Services (including disruption contingency)

1)Short description:

Lot 1 is for the delivery of face-to-face customer service at many points on the passengers’ journey through the airport. Roles will typically, but not exclusively, include offering information and advice, giving directions, hosting automated processes and free-to-user services and informing passengers of appropriate rules and policies relating to airport procedures. Staff will be expected to work flexibly across terminals, in varying locations within terminals and across role functions. In addition to supporting planned operations, the service should deliver customer service in periods of disruption, being flexible in its ability to meet different passenger and operational needs and rapidly changing demand levels.
2)Common procurement vocabulary (CPV)

79342000, 79342320, 79342200, 79342300

3)Quantity or scope:

Estimated value excluding VAT
Range: between 35 000 000,00 and 40 000 000,00 GBP
4)Indication about different date for duration of contract or starting/completion

Duration in months: 60 (from the award of the contract)
5)Additional information about lots:

Four years with the option to extend for a further period of 12 motnhs – subject to satifactory performance.
Lot No: 2 Lot title: Lot 2 Passenger Ambassador – Retail Services

1)Short description:

Lot 2 is for the delivery of face-to-face sales through service, mostly centred in the departure lounge on the passengers’ outbound journey from Heathrow. Roles will typically, but not exclusively, include offering information and advice, giving directions, distributing promotional literature, undertaking promotional activities, assisting sales in the airport’s retail environment, providing a Personal Shopper service to a sub-set of passengers, managing a ‘Shop & Collect’ service (buy on departure, collect upon return to Heathrow) and a ‘Reserve & Collect’ service (reserve online, collect at Heathrow). There will also be a requirement for the provision of a call-centre facility to administer the Reserve & Collect programme and encourage sales.
2)Common procurement vocabulary (CPV)

79342300, 79342320, 79342200

3)Quantity or scope:

Estimated value excluding VAT
Range: between 15 000 000,00 and 20 000 000,00 GBP
4)Indication about different date for duration of contract or starting/completion

Duration in months: 60 (from the award of the contract)
5)Additional information about lots:

Four years with an option to extend a further period of 12 months subject to satisfactory performance.

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:

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

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

See PQQ for further information.
III.1.4)Other particular conditions:

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: See PQQ for further information.
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: See PQQ for further information.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: See PQQ for further information.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met: See PQQ for further information.
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: yes
Additional information about electronic auction:
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting entity:

BAA/002810
IV.3.2)Previous publication(s) concerning the same contract

Periodic indicative notice

Notice number in the OJEU: 2012/S 158-264488 of 18.8.2012

IV.3.3)Conditions for obtaining specifications and additional documents

Time limit for receipt of requests for documents or for accessing documents: 2.11.2012 – 09:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

2.11.2012 – 09:00
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

Duration in months: 6 (from the date stated for receipt of tender)
IV.3.7)Conditions for opening tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: yes
Estimated timing for further notices to be published: 60 months
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:

Registering interest.
Interested suppliers are required to submit the information requested by uploading responses to www.tendersmart.com as follows:

Instructions for registering interest.
Interested suppliers must register their company and contact profile by clicking on the link for this notice on the “Business Opportunities” menu of the www.tendersmart.com web site and by following the instructions below:

First, interested suppliers who are not already registered on TenderSmart must register their company profile via “Supplier Zone > New Supplier” menu. Suppliers already registered on TenderSmart can go direct to the second step.
Second, all interested suppliers must access this Notice via the “Business Opportunities” menu to express interest by following the online instructions and uploading the requested information before the indicated deadline (see Section IV paragraph 3.4).
Further information.
To evaluate their suitability, interested suppliers, when responding to this notice are requested to provide information which demonstrates their ability to comply with the award criteria. (Failure to do so will result in their request being rejected).
BAA does not bind itself to accept any proposal.
In evaluating their suitability, suppliers may be further requested to provide to BAA additional information e.g.further written submissions, presentations, reference visits/inquiries and/or attend an interview.
As documentation associated with this process will be made available and exchanged via www.tendersmart.com interested suppliers are required to register on the site. Please refer to this site for terms and conditions.

Registering interest in this project does not guarantee inclusion of the party on the tender enquiry list. There is no cost associated with registration, expression of interest, or accessing the tender documentation, (where invited). However, to submit a bid at tender stage, then there will be an TenderSmart administration fee. Fee information can be found on the TenderSmart website through selecting the “How It Works” tab and then downloading the “Participant Agreement”. Please ensure responses are concise and overall less than 10MB. Your document should be uploaded as a single PDF document on to http://www.tendersmart.com.

For further information on registration or other aspects of TenderSmart please contact: Frédéric Garat: frederic.garat@tendersmart.com; +33 141900430.

BAA reserves the right to disqualify any candidate who provides information or confirmation which later proves to be untrue or incorrect or does not supply information when requested.

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: A standstill period will be incorporated 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 (SI 2006 No 6) 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.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:16.10.2012