Requirement for Back Office Services

Requirement for Back Office Services

David MacBrayne need to consider how our Commercial Back Office environment can be developed to meet future Business and Ticketing technology requirements.

UK-Gourock: IT services: consulting, software development, Internet and support

2013/S 096-164064

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

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

David MacBrayne Limited
Ferry Terminal
Contact point(s): Procurement
For the attention of: Brian Smith
PA19 1QP Gourock
Telephone: +44 1475650201
Fax: +44 1475650330

Internet address(es):

General address of the contracting authority:

Address of the buyer profile:

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

Specifications and additional documents (including documents for competitive dialogue and 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)Type of the contracting authority

Body governed by public law
I.3)Main activity

Other: Ferry Company
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

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

Ticketing and reservations – commercial back office.
II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: West coast of Scotland.
NUTS code UKM35

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)

David MacBrayne Limited (DML) is the parent company of CalMac Ferries Limited and Argyll Ferries Limited and other subsidiary companies. David MacBrayne is wholly owned by the Scottish Ministers DML operates a fleet of 30 vessels, providing lifeline ferry services to the communities off Scotland’s west coast and sail to 51 different destinations via 27 routes operating from 51 ports and slipways (and covers approximately 60,000 square miles). DML operates a high quality service, focusing on customers’ needs, comfort and is committed to the highest management standards and aims to be acknowledged as the leading ferry company in the UK, providing value for money, supporting the economy, protecting the environment. In the year ended 31 March 2013 approximately 4.5 million passengers, 1.1 million cars, 97,000 commercial vehicles and 11,000 coaches were carried. In order to meet future ticketing and reservations requirements which will support the Scottish Smart and Integrated Ticketing delivery strategy published by Transport Scotland, David MacBrayne need to consider how our Commercial Back Office environment can be developed to meet future Business and Ticketing technology requirements. David MacBrayne as part of a separate procurement exercise will invest in a new communications network with ‘always on’ connectivity to all ports and working vessels (the David MacBrayne network covers approximately 60,000 square miles). This development will allow the commercial back office to work seamlessly meeting both organisational and customer needs. It is mandatory that any new system will be cloud based, and be provided as a managed service with a modular design. Key components should include (but are not limited to):
Network Operations
– Fare & Route Management;
– Timetables;
– Reservations & Bookings;
– Fulfilment;
– Itinerary.
– Customer support and Cardholder Management;
– Loyalty & Rewards;
– Promotional Pricing;
– Campaign Management & Assessment;
– Customer segmentation.
Revenue Management
– Commercial Apportionment;
– Concessionary Reimbursement;
– Yield Management;
– Reconciliation;
– Clearance;
– Claims and Customer Payment Collection.
The new commercial back office should be easy to manage, maintain and be configurable without any programmatic requirements or external (to the user) intervention allowing the system to easily meet DML changing business needs. This will minimise 3rd party supplier development & maintenance costs. The system will allow for multiple tenancy (multiple database creation supporting different configurations (fares, routes & timetables) and data partition for multiple individual business entities), the system must be scalable, easily reconfigured and extensible. The commercial back office will be capable of supporting multiple sales channels, which will require integration with other key operational solutions within the business, primarily ticketing such as (not limited to):
– ITSO compliant smart cards and Point of Service Terminals (POSTS ITSO V 2.1.4)
– EMV Contactless Credit/Debit cards used in “Transit” mode.
– On-line bookings for passengers, vehicle’s and accommodation;
– Secure (2D Barcode or similar) Print at home paper tickets;
– Portable devices;
– Self-service kiosks such as Ticket on Departure (TOD);
– Smartphones;
– Integrated tickets via with 3rd parties such as (not limited to) rail & bus;
– Be capable of operating Near Field Communications where required.
The new solution will also be capable of integrating with various external back office systems such as ITSO AMS/HOPS and internal finance systems. The solution will seek potential suppliers to utilise open data standards such as XML and REST to ensure interoperability between software that needs to operate on the same data.
The solution will also be capable of using the following Public Transport Standards (not limited to):
– TransXChange;
– TransModel;
– RtigXML.
The solution will support the OpenTravel or similar standards for the travel and leisure industries. This will allow for the electronic exchange of business information for the travel industry, including but not limited to the use of XML. The solution will be compliant with Payment Card Industry Data Security Standard (PCI DSS), have high levels of service availability and resilience. The expectation is the solution is able to be accredited in industry standards ISO 27001, 27002 or equivalent. All of the hardware supplied should be standard, market ready equipment in order to facilitate quick, affordable replacements as required. It is proposed to repackage, re-tender and transition to a new service model by September 2014 in readiness for summer 2015 timetable and booking open. The term of the contract will be 3 years with an option to extend by 2 x 24 month periods.
Note: The authority is using PCS-Tender to carry out this procurement process. Please note this is a separate website and if you are not already registered, registration will be required. To access PCS-Tender, record your interest in this notice and access the tender documentation please visit and search for project Code 1078 within the appropriate area. If you have already registered on Public Contracts Scotland and PCS-Tender and paired your accounts you can access PCS-Tender through your Public Contracts Scotland Control Panel.

II.1.6)Common procurement vocabulary (CPV)

72000000, 72500000, 48000000, 48100000

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

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:

Scope will be specified in the Invitation to Tender.
II.2.2)Information about options

Options: yes
Description of these options: There will be an option at the discretion of the authority to extend the contract for 2 x 24 months.
II.2.3)Information about renewals

This contract is subject to renewal: yes
Number of possible renewals: 2
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:

To be identified in the Invitation to Tender.
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: 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: The Pre Qualification Questionnaire can be accessed via PCS-Tender. The completed PQQ must be returned by the 14.6.2013.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: The Pre Qualification Questionnaire can be accessed via PCS-Tender. The completed PQQ must be returned by the 14.6.2013.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
The Pre Qualification Questionnaire can be accessed via PCS-Tender. The completed PQQ must be returned by the 14.6.2013.
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

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

IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged minimum number 5: and maximum number 10
Objective criteria for choosing the limited number of candidates: – Criminal Convictions and Business Probity;
– Economic/Financial Standing;
– Insurance;
– Conflict of Interest;
– Technical or Professional Capability;
– Business Continuity and Disaster Recovery;
– Quality Management;
– Equal Opportunities;
– Environmental Management;
– Health & Safety.
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
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 authority:
IV.3.2)Previous publication(s) concerning the same contract

Prior information notice

Notice number in the OJEU: 2012/S 244-401479 of 19.12.2012

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
IV.3.4)Time limit for receipt of tenders or requests to participate

14.6.2013 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)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

(SC Ref:265361)
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:

Requirement: Back Office Services