United Kingdom-LONDON: SWR Customer Interaction Management Solution (CIM)

Type of document: Contract Notice
Country: United Kingdom
Publication Ref: (2023/S 000-003945/EN)
Nature of contract: Supply contract
Procedure: Negotiated procedure
Type of bid required: Global bid

Contract notice
Supplies

Section I: Contracting entity
I.1) Name and addresses
Official name: FIRSTGROUP HOLDINGS LIMITED
National registration number: 02029363
Postal address: 8th Floor, The Point,37 North Wharf Road
Town: LONDON
Postal code: W21AF
Country: United Kingdom
Contact Person: Ejaz Kamal
Telephone: +44 2072910505
Email: ejaz.kamal@firstrail.com
Internet address(es):
Main address:

I.3)Communication
Access to the procurement documents is restricted.Further information can be obtained at:
Additional information can be obtained from:
the above mentioned address
Tenders or requests to participate must be submitted
to the above mentioned address
I.6) Main activity:
Urban railway, tramway, trolleybus and bus services

Section II: Object
II.1) Scope of the procurement:
II.1.1) Title: SWR Customer Interaction Management Solution (CIM)
II.1.2) Main CPV code: 48445000
II.1.3) Type of contract: Supplies
II.1.4) Short Description:
FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, “First MTR South Western Trains Ltd (SWR)” is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.

II.1.5) Estimated total value
Value excluding VAT: 950000 Currency: GBP
II.1.6) Information about lots
The contract is divided into lots:no
II.2) Description
II.2.2)Additional CPV code(s)
Main CPV code: 48445000Supplementary CPV code:
JA02

II.2.3) Place of performance
Nuts code:
II.2.4) Description of the procurement:
FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, “First MTR South Western Trains Ltd (SWR)” is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.
The existing legacy system, built around Microsoft Dynamics, has been in situ for the best part of a decade. The platform has minimal integration, no use of smart web forms to improve case indexing and requires a large amount of user input to move a case through each stage gate. With a basic customer view offering very limited information and a convoluted and complex operational environment. it is difficult to train new users. In addition, the ability to provide management information outside the defined ORR reporting is highly manual and requires specifically skilled staff to administer.
SWR are looking to partner with a supplier who not only has the technical capability to provide the solution we need to support the business but one who wants to work proactively with us to leverage the investment to the maximum level possible.
FirstGroup is looking for expressions of interest from suppliers that can deliver an integrated and multi-functional requirement to achieve FirstGroup’s vision of a single cloud solution.
II.2.5)Award criteria
II.2.6) Estimated value
Value excluding VAT: 950000 Currency: GBP
II.2.7) Duration of the contract,framework agreement or dynamic purchasing system
Duration in months:36
This contract is subject to renewal: yes Description of renewals:
An option for a period of 2 years and a further period of up to 2 years.

II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:no
II.2.11) Information about options
Options: no

II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds: no

Section III: Legal, economic, financial and technical information
III.1) Conditions for participation

Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure:
Negotiated procedure with prior call for competition
IV.1.8) Information about the Government Procurement Agreement(GPA)
The procurement is covered by the Government Procurement Agreement: no
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:2023-03-09 Local time:14:00
IV.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
Date:2023-03-29
IV.2.4) Languages in which tenders or requests to participate may be submitted: EN

Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:no
VI.2) Information about electronic workflows
VI.3) Additional information:- no PQQ documentation will be available until shortly after the expiry of this Contract Notice
– only suppliers shortlisted at the PQQ Stage will receive a copy of the Tender.

VI.4) Procedures for review
VI.4.1) Review body
Official name: FirstGroup Holding Limited
Town: London
Country: United Kingdom

VI.5) Date of dispatch of this notice:
2023-02-08