Public procurement notice: Contract Notice
Published: 2020-12-14
Buyer: National Transport Authority
Country: IE
Contract type: Services
Procedure: Competitive procedure with negotiation
CPV classification: 48333000 | 48900000 | 64200000 | 64210000 | 64214200
Submission deadline: 2021-01-25
Award criteria: The most economic tender

Technical requirements: Provision of Contact Centre Services (Located On The Island Of Ireland) Including Associated Software Solutions
The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The NTA is seeking to engage a suitable party to provide the following services:
— to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC;
— to deliver a solution set to enable the CCC to meet its desired business outcomes and enable the CCC to meet business SLAs and KPIs;
— manage the running of the CCC and corresponding processes and systems to support all customer interaction;
— to achieve and maintain compliance in relation to PCI, GDPR, Irish language and security standards;
As part of it’s customer contact strategy, the National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. The CCC will be the primary customer service contact point for services provided by the transport operators, some ticketing service providers and some ticketing offerings controlled by the NTA such as mTicketing, Taxsaver and Next Generation Ticketing. The NTA is seeking to engage a suitable party to provide the following services:
• to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC to support the travelling customer;
• to deliver a solution set to enable the CCC to meet its desired business outcomes, support business processes and enable the CCC to meet business Service Level Agreements (SLA) and Key Performance Indicators (KPI);
• to manage the day-to-day running of the CCC and the corresponding processes and systems to support all customer interaction;
• to drive continuous improvement across the CCC and its stakeholder group in order to maximise customer experience and maximise efficiency;
• to achieve and maintain compliance in relation to Payment Card Industry (PCI) compliance, GDPR compliance, Irish language and security standards;
• to enable the NTA to offer contact centre services to commercial bus operators and other private services.
Candidates should note that it will be a condition of the contract that the Consolidated Contact Centre must be located on the island of Ireland. As the Consolidated Contact Centre will form an integral and important part of Ireland's public transport network, the NTA requires that the Consolidated Contact Centre is located on the island of Ireland.
— ensure the required level of communication, co-operation and co-ordination with the other stakeholders in that network including the NTA, transport operators and customers; and

Eligibility requirements: As set out in the pre-qualification documents.