Provision of a Service Management and Hosting Services for National Rail Enquiries

Provision of a Service Management and Hosting Services for National Rail Enquiries

Train Information Services Limited. UK-London: computer-related services

2012/S 105-175688

Contract notice – utilities

Services

Directive 2004/17/EC

Section I: Contracting entity

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

Train Information Services Limited
40 Bernard Street
Contact point(s): National Rail Enquiries
For the attention of: Gary Ashby
WC1N 1BY London
UNITED KINGDOM
Telephone: +44 7974086615
E-mail: gary.ashby@atoc.org

Internet address(es):

General address of the contracting entity: www.nationalrail.co.uk

Further information can be obtained from: Train Information Services Limited
40 Bernard Street
Contact point(s): National Rail Enquiries
For the attention of: Gary Ashby
WC1N 1BY London
UNITED KINGDOM
Telephone: +44 7974086615
E-mail: gary.ashby@atoc.org
Internet address: www.nationalrail.co.uk

Specifications and additional documents (including documents for a dynamic purchasing system) can be obtained from: Train Information Services Limited
40 Bernard Street
Contact point(s): National Rail Enquiries
For the attention of: Gary Ashby
WC1N 1BY London
UNITED KINGDOM
Telephone: +44 7974086615
E-mail: gary.ashby@atoc.org
Internet address: www.nationalrail.co.uk

Tenders or requests to participate must be sent to: Train Information Services Limited
40 Bernard Street
Contact point(s): National Rail Enquiries
For the attention of: Gary Ashby
WC1N 1BY London
UNITED KINGDOM
Telephone: +44 7974086615
E-mail: gary.ashby@atoc.org
Internet address: www.nationalrail.co.uk

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 a Service Management and Hosting Services for National Rail Enquiries.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 7: Computer and related 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):

Train Information Services Limited (TISL), trading as National Rail Enquiries (NRE), is a company wholly owned by Train Operating Companies (TOCs) operating within the Association of Train Operating Companies (ATOC) responsible for providing a range of services to TOCs and their customers. The main service is the nationalrail.co.uk online service providing rail journey planner, live train information and comprehensive information about the rail industry including service disruption and station facilities information, special offers and conditions of carriage.
The service receives on average 19mln visits per month across the web and mobile channels with significant short-term peaks driven by travel disruption. Usage of the service is growing with the introduction of dedicated mobile website and smart-phone apps. It is supported by the Online Journey Planner (OJP) and ‘Darwin’ applications.
‘Darwin’ is the source of information that feeds all of NRE’s real time services, providing predictions and actual train movements across the National Rail network in real time. OJP allows users to find the best journey options between any two National Rail locations, based on complex network rules.
In addition, NRE provides other online services, including the ‘Lisa’ real-time virtual assistant, ‘Stations Made Easy’, online TV, mobile services and supports a wide-range of web-services and ‘white-label’ online solutions for partner organisations. NRE’s current estate comprises approximately 200 physical servers provided by dedicated managed hosting solutions. These provide web, application and database hosting.
The current services are typically configured as ‘active/active’ across dual data centres and operate to stringent availability criteria (99.99 % availability) and user response times.
National Rail Enquires aims to procure:
Agile, commodity hosting that is capable of supporting its full range of high volume customer-facing online applications; and.
Service integration and management of NRE’s consolidated hosting estate, including a single point of contact service desk to industry users and third party licencees of its services.
Respondents may submit bids in respect of one or both of the Lots stated in this notice.
The successful supplier will be required to deliver services to a rigorous service level and service credit regime and will be required to demonstrate experience of operating under a similar regime.
NRE envisages that delivery of the majority of the initial requirements will be completed by the successful tenderer(s) prior to the 1.1.2013 with a go-live prior to the 1.4.2013 in order to support the initial application’s transition to live. Thereafter as National Rail Enquiries’ various application contracts are renewed over an expected six to eight month period, they will be moved to the new infrastructure.
The services may also be used to include the hosting needs of other parts of ATOC.
II.1.6)Common procurement vocabulary (CPV)

72500000

II.1.7)Information about Government Procurement Agreement (GPA)
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
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: The initial length of the contract shall be 3 years, with an option to extend on an annual basis for the following three subsequent years (3+1+1+1).
TISL shall have the option to terminate any contract awarded after the first 18 months from the commencement date of the service.
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)

Information about lots

Lot No: 1 Lot title: Provision of Service Integration and Management

1)Short description:

Service Integration and Management (SIAM).
2)Common procurement vocabulary (CPV)

72500000

3)Quantity or scope:

Service integration and management of NRE’s consolidated hosting estate, including a single point of contact service desk to industry users and third party licencees of its services. Specifically the SIAM supplier will provide:
Service Integration: Provide on-going and ad-hoc support to NRE for activities including assessment and design of commodity hosting solutions, transition support, testing and verification of services and insight to ensure NRE maintain the most effective and efficient hosting arrangements; and.
Service Management: Provide a single point of contact service desk for NRE online services, overall incident management to accepted industry standards, and working with other NRE suppliers to ensure incident resolution.
The supplier will be required to work with existing and new NRE service providers for both the integration of new services and incident resolution as necessary.
4)Indication about different date for duration of contract or starting/completion

Duration in months: 36 (from the award of the contract)
Lot No: 2 Lot title: Hosting Provision Service

1)Short description:

Hosting Provision.
2)Common procurement vocabulary (CPV)

72500000

3)Quantity or scope:

The provision of the most appropriate hosting provision for the online and electronic services as defined by NRE. The hosting provision will make the best use of agile and commodity hosting arrangements that are capable of supporting its full range of high volume customer-facing online applications. NRE’s hosting requirements require robust, elastic and flexible web hosting, intensive, dynamic computing and processing and large-scale database management.
The hosting provision will be flexible and extendable to support additional applications and services as defined by NRE. It is expected that this will be based on transparent, commodity based pricing, exploiting ‘pay by use’ where appropriate to provide the most cost efficient service.
4)Indication about different date for duration of contract or starting/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:
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: no
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 measures.
(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

25.6.2012 – 16:00
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 tenders

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.3)Additional information:

NRE is seeking suppliers who share its aims of innovative, commodity solutions to achieve agility and elasticity of service provision, ensuring solutions scale intelligently to meet its customers’ expectations of availability and service at the lowest cost driven by usage. Throughout the contract suppliers should seek to offer innovation and the best value services from the market.
NRE requires suppliers with a strong record of delivering commodity based hosting services for high volume websites and/or providing knowledgeable single point of contact service management and hosting integration services. They should be able to deploy a team led by senior personnel that demonstrates an appropriate skill set, an ability to work with other systems integrators, a proven track record of service delivery and offers excellent value for money.
Respondents will be expected to evidence in their response to this notice the following: significant experience of large-scale, complex online hosting provision and /or service management; experience of commodity hosting / Infrastructure as a Service provision for significant online public facing services; and access to the necessary resources, experience and expertise to meet NREs stated need.
Suppliers selected for Invitation to Tender (ITT) at the conclusion of this prequalification exercise will have the opportunity to tender for one or both of the services described in this notice.
In the event that NRE receives a greater level of response than expected NRE may, prior to issue of any tender documents, require respondents to this notice to complete a Pre-Qualification Questionairre in order to produce a shortlist of suitable candiates.
(MT Ref:89031).
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:31.5.2012