Transport for London Contact Services Framework

The Framework Agreements will include contact handling (defined as an interaction between a customer and a contract centre) and card fulfilment.

United Kingdom-London: Customer services

2015/S 114-206931

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

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

Transport for London (Commercial Services)
Windsor House, 42-50 Victoria St
SW1H 0TL London
UNITED KINGDOM

Internet address(es):

General address of the contracting authority: www.tfl.gov.uk

Address of the buyer profile: https://www.tfl.gov.uk

Electronic access to information: https://eprocurement.tfl.gov.uk/

Electronic submission of tenders and requests to participate: https://eprocurement.tfl.gov.uk/

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

Regional or local agency/office

I.3)Main activity

Other: transport

I.4)Contract award on behalf of other contracting authorities

Section II: Object of the contract

II.1)Description

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

TfL 91640 Contact Services Framework.

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

Services
Service category No 27: Other services
NUTS code

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

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

Estimated value excluding VAT:
Range: between 10 000 000 and 100 000 000 GBP

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

TfL are looking to award a number of Framework Agreements to be carried out on behalf of Transport for London (TfL) Contact Centres. The Framework Agreements will include contact handling (defined as an interaction between a customer and a contract centre) and card fulfilment. The first 2 batches of work will be packaged into 2 call off contracts delivering contacts that relate to ticketing (Oyster and Contactless Payment Cards), with a annual volume of between 2 m and 4 m minutes per year and fulfilment of circa 300 000 Oyster cards per year. Note there will be no minimum volumes guarantees in the call off contracts. The intention is for work to be packaged into small batches and shared across a number of third party suppliers and an internal TfL contact centre. Future batches of work a likely to be awarded from year 2/3 of the Framework.

II.1.6)Common procurement vocabulary (CPV)

79342300

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

II.1.8)Lots

This contract is divided into lots: no

II.1.9)Information about variants

II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

TfL are looking to award a number of Framework Agreements to be carried out on behalf of Transport for London (TfL) Contact Centres.
The Framework Agreements will include contact handling (defined as an interaction between a customer and a contract centre) and card fulfilment.
The first 2 batches of work will be packaged into 2 call off contracts delivering contacts that relate to ticketing (Oyster and Contactless Payment Cards), with a annual volume of between 2 m and 4 m minutes per year and fulfilment of circa 300 000 Oyster cards per year. Note there will be no minimum volumes guarantees in the call off contracts.
The intention is for work to be packaged into small batches and shared across a number of third party suppliers and an internal TfL contact centre. Future batches of work a likely to be awarded from year 2/3 of the Framework.
If applicable,

II.2.2)Information about options

II.2.3)Information about renewals

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

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

If required, this will be in the tender documentation.

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

If required, this will be in the tender documentation.

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

If required, this will be in the tender documentation.

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

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

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

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

Envisaged minimum number 3: and maximum number 5

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:

TfL 91640

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

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

13.7.2015 – 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

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

This opportunity is on the European Dynamics Portal which can be found at:

1) https://eprocurement.tfl.gov.uk/epps

2) Your organisation may need to register if your company has not yet done so https://eprocurement.tfl.gov.uk/epps/

3) The opportunity is called TfL91640
Any further questions must be dealt with via the helpdesk (or by e mail through the portal).

tfl-eproc-helpdesk@eurodyn.com

Telephone: +44 8000740503
a)Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greater London Authority (GLA) under the direction of the Mayor of London and as provider of transport services. The scope of the proposed services may encompass activities within the scope of both Directive 93/38/EEC and Directive 92/50/EEC. Services to be provided in relation to activities which are subject to the Directive93/38/EEC (Utilities) will not be subject to a separate notice, the services may be provided to TfL and/or its subsidiaries and may also encompass London Regional Transport (LRT) and/ or the GLA and any of the functional bodies.
b) Further information on TfL may be found at www.tfl.gov.uk and https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information

c) Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries.
d) The awarding authority reserves the right withdraw from the procurement process and/or not to award any contract as a result of the competition called tot by this notice and the awarding authority shall not be liable for any costs or expenses incurred by any candidates in considering and/or responding to the procurement process.
e) All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in GBP and all payments under the contract will be made in sterling.
g) TfL may interview any or all companies who express an interest in tendering for this work.

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:

11.6.2015