Hysbysiad contract
Adran I:
Endid
contractio
I.1) Enw a chyfeiriad
ARRIVA UK TRAINS LIMITED
03166214
ADMIRAL WAY
SUNDERLAND
SR33XP
UK
Person cyswllt: Maeve MOLLOY
E-bost: molloym@arrivatrains.co.uk
NUTS: UK
Cyfeiriad(au) rhyngrwyd
Prif gyfeiriad: https://marketdojo.com/
I.3) Cyfathrebu
Mae mynediad at y dogfennau caffael yn gyfyngedig. Gellir cael rhagor o wybodaeth yn:
https://marketdojo.com/
Gellir cael gwybodaeth ychwanegol o'r cyfeiriad uchod
Rhaid anfon tendrau neu geisiadau i gymryd rhan i'r cyfeiriad uchod:
I.4) Y math o awdurdod contractio
Arall: Private Limited Company
I.5) Prif weithgaredd
Arall: General Public Services
Adran II: Gwrthrych
II.1) Cwmpas y caffaeliad
II.1.1) Teitl
Tender for the Provision of Customer Contact Centre Managed Service
Cyfeirnod: AUKT/ITT/CCC/270125
II.1.2) Prif god CPV
79342300
II.1.3) Y math o gontract
Gwasanaethau
II.1.4) Disgrifiad byr
Tender is being conducted for the provision of a customer contact centre-managed service for Train Operating Companies (TOCs) Chiltern and Grand Central. This will include providing agents to assist our customers with telesales, web support, passenger assistance, NRE transfer, emails, and refunds. (Retail or Transport experience is required).
II.1.6) Gwybodaeth am lotiau
Mae’r contract hwn wedi’i rannu’n lotiau:
Na
II.2) Disgrifiad
II.2.3) Man cyflawni
Cod NUTS:
UK
Prif safle neu fan cyflawni:
The managed service needs to provide agents within the UK or EU.
II.2.4) Disgrifiad o’r caffaeliad
Arriva UK Trains (AUKT) is running a tender for the provision of a Customer Contact Centre-managed service on behalf of Train Operating Companies (TOCs) Chiltern and Grand Central.
AUKT defines the Customer Contact Centre services as providing seamless support across various communication channels, including phone, and email for, telesales, web aftersales support, assisted travel, transfers from NRE, refund processing for online and telesales and ad hoc overflow for customer relations. The average volume per month for Chiltern is 1000 calls, and for Grand Central's is 1200 calls, across various touch points.
The Customer Contact Centre must support various communication channels, including live chat, social media, and the use of AI in responding to basic queries in the future for Grand Central and Chiltern.
AUKT requires the service to be able to manage increases/decreases in volumes over time with a multi-skilled team, in order to meet our required SLAs.
II.2.5) Meini prawf dyfarnu
Nid pris yw’r unig faen prawf dyfarnu a dim ond yn y dogfennau caffael y mae’r holl feini prawf wedi’u nodi
II.2.7) Hyd y contract, y cytundeb fframwaith neu’r system brynu ddynamig
Hyd mewn misoedd: 36
Gall y contract hwn gael ei adnewyddu: Ydy
Disgrifiad o’r adnewyddiadau:
This would be subject to commercial and performance criteria being achieved.
Duration 3 years with an option to extend for an additional 2 years.
II.2.9) Gwybodaeth am y cyfyngiadau ar nifer yr ymgeiswyr a gaiff eu gwahodd
II.2.10) Gwybodaeth am amrywiadau
Derbynnir amrywiadau:
Na
II.2.11) Gwybodaeth am opsiynau
Opsiynau:
Na
II.2.13) Gwybodaeth am Gronfeydd yr Undeb Ewropeaidd
Mae'r broses gaffael yn gysylltiedig â phrosiect a/neu raglen a ariennir gan gronfeydd yr Undeb Ewropeaidd:
Na
Section IV: Gweithdrefn
IV.1) Disgrifiad
IV.1.1) Y math o weithdrefn
Gweithdrefn gyfyngedig
IV.1.8) Gwybodaeth am Gytundeb Caffael y Llywodraeth (GPA)
The procurement is covered by the Government Procurement Agreement:
Na
IV.2) Gwybodaeth weinyddol
IV.2.2) Terfyn amser i dendrau neu geisiadau i gymryd rhan ddod i law
Dyddiad:
28/02/2025
Amser lleol: 17:00
IV.2.4) Ym mha iaith/ieithoedd y gellir cyflwyno tendrau neu geisiadau i gymryd rhan
EN
Section VI: Gwybodaeth ategol
VI.1) Gwybodaeth am ailddigwydd
Caffaeliad cylchol yw hwn:
Na
VI.3) Gwybodaeth ychwanegol
Please confirm your expression of interest via email to molloym@arrivatrains.co.uk before the 5:00pm on the 28/02/2025.
VI.4) Gweithdrefnau adolygu
VI.4.1) Corff adolygu
Arriva UK Trains
London
UK
E-bost: molloym@arrivatrains.co.uk
VI.5) Dyddiad anfon yr hysbysiad hwn
27/01/2025