Supply Customer Relationship Management Services to Virgin Rail

Supply Customer Relationship Management Services to Virgin Rail

Virgin Rail Group Holding are seeking expressions of interest in order to appoint experienced, competent and correctly Industry accredited service provider(s) to implement and support an Application Programming Interface (?API?) Central Booking Engine Retailing System to issue and fulfil all types of UK Rail Products via a revised Virgin Trains website.

United Kingdom-London: Electronic marketplace retailing services

2013/S 212-368010

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Virgin Rail Group Holdings Limited
Room 15, North Wing Offices
Contact point(s): Procurement Manager
For the attention of: Adam Pitt
NW1 2HS London
UNITED KINGDOM
E-mail: adam.pitt@virgintrains.co.uk

Internet address(es):

General address of the contracting authority: www.virgintrains.co.uk

Further information can be obtained from: Virgin Rail Group Holdings Limited
Room 15, North Wing Offices
Contact point(s): Procurement Manager
For the attention of: Adam Pitt
NW1 2HS London
UNITED KINGDOM
E-mail: adam.pitt@virgintrains.co.uk
Internet address: www.virgintrains.co.uk

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Virgin Rail Group Holdings Limited
Contact point(s): Procurement Manager
For the attention of: Adam Pitt
UNITED KINGDOM
E-mail: adam.pitt@virgintrains.co.uk
Internet address: https://in-tendhost.co.uk/virgintrains/aspx/Home

Tenders or requests to participate must be sent to: Virgin Rail Group Holdings Limited
Contact point(s): Procurement Manager
For the attention of: Adam Pitt
UNITED KINGDOM
E-mail: adam.pitt@virgintrains.co.uk
Internet address: https://in-tendhost.co.uk/virgintrains/aspx/Home

I.2)Type of the contracting authority

Other: Transport – Rail Services
I.3)Main activity
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)Description
II.1.1)Title attributed to the contract by the contracting authority:

Virgin Rail Group Holdings Limited Rail Ticket Retailing System including Fulfilment, Call Centre Operations facilities, Database and Customer Relationship Management Services.
II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 18: Rail transport services
NUTS code
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)

Virgin Rail Group Holding are seeking expressions of interest in order to appoint experienced, competent and correctly Industry accredited service provider(s) to implement and support an Application Programming Interface (?API?) Central Booking Engine Retailing System to issue and fulfil all types of UK Rail Products via a revised Virgin Trains website as well as other associated channels. In addition, the following functions will be required to interface with the API Central Booking Engine Retailing System Sales and associated support Call Centre operations, Database Management and Customer Relationship Management services and support.
This process will be split into the following Lots and suppliers are invited to apply for any combination of the Lots that they have relevant experience with:
Lot 1: API Central Booking Engine Retailing System (?CBE?) with functionality to interface with our website, Call centre(s), mobile device application (s) and Customer Database management to enable ticket retailing and fulfilment services.
Lot 2: Mobile Device Application development and support to interface with the CBE.
Lot 3: Secure ticket printing and postal fulfilment.
Lot 4: Call Centre(s) operations and fulfilment support services.
Lot 5: A Customer Relationship Management multichannel campaign management tool.
II.1.6)Common procurement vocabulary (CPV)

66151100

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

The contract is covered by the Government Procurement Agreement (GPA): no
II.1.8)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:
II.2.2)Information about options
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Starting 9.11.2014.

Information about lots

Lot No: 1 Lot title: Central Booking Engine Retailing System

1)Short description

API Central Booking Engine Retailing System (?CBE?) with functionality to interface with our website, mobile device application (s), call centre(s) and Customer Database management to enable ticket retailing and fulfilment services via National Ticket on Departure (including but not limited to self-service vending machines and barcode ticketing). In addition, a print management system is required to facilitate postal fulfilment.
2)Common procurement vocabulary (CPV)

66151100

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 2 Lot title: Mobile Device Application development and support

1)Short description

Mobile Device Application development and support to interface with the CBE for the retailing of UK Rail Products.
2)Common procurement vocabulary (CPV)

72000000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 3 Lot title: Secure ticket printing and postal fulfilment

1)Short description

Secure ticket printing and postal fulfilment (to include but not limited to First Class, Special Delivery and International methods).
2)Common procurement vocabulary (CPV)

64000000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 4 Lot title: UK based Call Centre(s) and fulfilment support services

1)Short description

UK based Call Centre(s) and fulfilment support services to include Website/after sales support, Retail Sales, National Ticket on Departure support, Group and Assisted Travel.
2)Common procurement vocabulary (CPV)

79512000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots
Lot No: 5 Lot title: A Customer Relationship Management multichannel campaign management tool

1)Short description

A Customer Relationship Management multichannel campaign management tool with capability to deliver automated and ad-hoc communications through email, SMS, social and other relevant channels, management of multiple customer loyalty schemes, analytical and predictive modelling capabilities.
2)Common procurement vocabulary (CPV)

48445000

3)Quantity or scope
4)Indication about different date for duration of contract or starting/completion
5)Additional information about lots

Section III: Legal, economic, financial and technical information

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

As specified in the Invitation to Tender.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:

As specified 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:

As specified in the Invitation to Tender.
III.1.4)Other particular conditions
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: Virgin Rail Group Holdings Limited (?VRGH?) are seeking expressions of interest in order to appoint experienced, competent and correctly Industry accredited service provider(s) to implement and support an Application Programming Interface (?API?) Central Booking Engine Retailing System to issue and fulfil all types of UK Rail Products via a revised Virgin Trains website as well as other associated channels. In addition, the following functions will be required to interface with the API Central Booking Engine Retailing System; Sales and associated support Call Centre operations, Database Management and Customer Relationship Management services and support.
Initially these services are required for VRGH?s West Coast Mainline Franchise.
Applicants may apply for for one or more Lots specified in Annex B of this notice.
Please note that this is a call for competition and all applicants will be evaluated against the following criteria (to to be selected for the Invitation to tender Stage) including, but not limited to:
Appropriate experience and accreditation.
Financial stability.
Upon receipt of your expression of interest, a Pre Qualification Questionnaire will be issued for mandatory completion.
This Contract Notice and all instructions for participation are availaible via Virgin Trains procurement portal; https://in-tendhost.co.uk/virgintrains/aspx/Home

All participants are required to register on this site.

III.2.2)Economic and financial ability
III.2.3)Technical capacity
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: no

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure

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

REF 00000023
IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Time limit for receipt of requests for documents or for accessing documents: 28.11.2013 – 12:00
Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

28.11.2013 – 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

English.
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

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
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:29.10.2013