Call centre (№3284130)

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Publication date

Description

1. Section I
   1. Name and addresses
      Iarnród Éireann-Irish Rail
      Procurement, CIE Works, Inchicore
      Dublin
      8
      Ireland
      Telephone: +353 01-7031755
      E-mail: [email protected]
      Fax: +353 01-7031777
      
   2. Type of the contracting authority:
      
   3. Main activity:
      
2. Section II
   1. Scope of the procurement:
      1. Title:
         

         Customer Contact Call Handling Services and The Provision of Customer Agents.

         
         Reference number: 6849
         
      2. Main CPV code:
         79512000, 79342300, 79342320
         
      3. Type of contract:
         Services
         
      4. Short description:
         

         Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.

         
         
      5. Information about lots:
         This contract is divided into lots: no
      6. Total value of the procurement:
         Value
   2. Description
      1. Title:
         
      2. Additional CPV code(s):
         79342300, 79342320
         
      3. Place of performance:
         
      4. Description of the procurement:
         

         Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.

         The core services required under this contract include:

         Customer Information — Information calls account for c60 % of call received. The nature of these calls include; timetable information, journey planning, pricing information, lost property, disable assistance and other miscellaneous calls.

         Book your ticket — Calls relate to the purchase of train journeys, seat reservation and amending/cancellation of same.

         Group Tickets — Calls relate to the purchase of group or multiple seats bookings.

         Customer Assistance and Feedback — Calls relate to assistance with bookings made online.

         Customer Care — Calls relate to a fall down in services.

         Revenue Protection — Calls relate to fines issued to those passengers caught travelling without a ticket.

         The Customer agents will be based at Iarnród Éireann, Head Office, Connolly station and will be tasked with the following administration roles with the Customer Experience team:

         — Customer email and phone call responses within designated SLA.

         — Servicing walk in Customer contacts.

         — General office duties.

         — Liaising with other departments as required.

         — Providing top class service to Customers.

         
         
      5. Award criteria:
         Quality criterion - Name: Project implementation plan / Weighting: 30 %
         Quality criterion - Name: Contract and performance management / Weighting: 20 %
         Cost criterion - Weighting: 50 %
         
      6. Information about options:
         Options: no
      7. Information about European Union funds:
         The procurement is related to a project and/or programme financed by European Union funds: no
      8. Additional information:
         
3. Section IV
   1. Description:
      1. Type of procedure:
         
      2. Information about a framework agreement or a dynamic purchasing system:
         
      3. Information about electronic auction:
         
      4. Information about the Government Procurement Agreement (GPA):
         The procurement is covered by the Government Procurement Agreement: yes
   2. Administrative information:
      1. Previous publication concerning this procedure:
         Notice number in the OJ S: 2017/S 062-116879
         
      2. Information about termination of dynamic purchasing system:
         
      3. Information about termination of call for competition in the form of a prior information notice:
         
4. Section V
   1. Contract No: 1
      Title:

      Customer Contact Call Handling Services

      
      
   2. Award of contract
      1. Date of conclusion of the contract: 2017-10-20
         
      2. Information about tenders:
         Number of tenders received: 4
         Number of tenders received from SMEs: 4
         Number of tenders received from tenderers from other EU Member States: 4
         Number of tenders received from tenderers from non-EU Member States: 0
         Number of tenders received by electronic means: 0
         The contract has been awarded to a group of economic operators: no
      3. Name and address of the contractor:
         Capita Customer Solutions Limited
         377757
         West Cork Technology Park, Cork
         Clonakilty
         P85 YH98
         Ireland
         Telephone: +353 238832800
         E-mail: [email protected]
         Fax: +353 238832869
         The contractor is an SME: yes
      4. Information on value of the contract/lot (excluding VAT):
         
         
         
      5. Information about subcontracting:
         
         
5. Section VI
   1. Additional information
      
   2. Procedures for review
      1. Review body
         The High Court
         Four Courts, Inns Quay
         Dublin
         7
         Ireland
         Telephone: +353 18886000
         
      2. Body responsible for mediation procedures
         
         
      3. Service from which information about the review procedure may be obtained
         
         
   3. Date of dispatch of this notice
      2017-10-25