Public procurement notice: Modification Of A Contract/Concession During Its Term
Published: 2020-10-05
Buyer: Iarnrod Eireann-Irish Rail
Country: IE
Contract type: Services
CPV classification: 30200000 | 30210000 | 48000000 | 72000000 | 72200000

Technical requirements: Υπηρεσίες τεχνολογίας των πληροφοριών: παροχή συμβουλών, ανάπτυξη λογισμικού, Διαδίκτυο και υποστήριξη
Customer First is a strategic programme for Iarnród Éireann which represents an ambitious vision to transform the quality of service provided to its customers by transforming the way in which customers access IÉ services. IÉ’s vision is that its customers will value it for providing safe, reliable, consistent and competitive customer focused services which are easy to buy, easy to use, offer a quality and value for money experience that is the preferred option for the travelling public.
IÉ has identified a number of strategic pillars specific to the delivery of future revenue growth within the customer first programme. These are:
The customer first programme is a strategic revenue generation programme for IÉ which represents a vision to transform the quality of engagement and services provided to its customers. IÉ is now seeking to procure the services of a multi-disciplinary ICT (Information Communications and Technology) project team experienced in the design, development, implementation and  maintenance of all the following systems:
A contract variation to develop a roadmap agreement, which will migrate the existing hosting arrangements for the core ticket sales and reservation system elements of the bespoke IE Customer First Solution to a cloud based platform and to roll out proprietary software updates to ensure that the core capability of the system continues to reflect industry best practice, is compliant with recent legislative changes relating to GDPR and credit card processing standards, as well as those arising as a result of Brexit and continues to be compatible with other IE ticketing and transactional system interfaces, which have recently been upgraded. These industry wide technological and legislative developments have occurred since the concept of the customer first solution was first developed in 2014 and therefore were not addressed in the scope of the agreed support services contract. The proposed modifications are essential to ensure that the Customer First solution can be maintained over the term of the support services contract.
A contract variation to develop a road map agreement for the term of the support services contract, which will migrate the existing hosting arrangements for the core ticket sales and reservation system elements of the bespoke IE Customer First Solution to a cloud based platform and to roll out proprietary software updates to ensure that the core capability of the system continues to reflect industry best practice, is compliant with recent legislative changes relating to GDPR and credit card processing standards as well as those arising as a result of Brexit and continues to be compatible with other IE ticketing and transactional system interfaces, which have recently been upgraded. These industry wide technological and legislative developments have occurred since the concept of the customer first solution was first developed in 2014 and therefore were not addressed in the scope of the agreed support services contract. The proposed modifications are essential to ensure that the customer first solution can be maintained over the term of the support services contract.
The customer first capabilities are a proprietary solution provided by Cubic Transportation Systems, which interface with IÉ’s existing transactional systems and equipment and cannot be supported or developed by another contractor. This proposal is to modify the existing hosting arrangements for the core ticket sales and reservation system elements of the solution and to roll out essential, proprietary software updates, which cannot be provided by any other supplier.


Winner: Cubic Transportation Systems Ltd