London Luton DART Facilities Management and Passenger Services

A Tender Notice

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Contract (Services)
6 year
19 Feb 2021
To 23 Apr 2027 (est.)
24 May 2021 11:00




Geochart for 1 buyers and 0 suppliers


We are looking to procure a single provider of the following services: Facilities management and maintenance of the station premises forming part of the Luton DART passenger transit system, including building and platform and vehicle cleaning, customer-facing personnel, ticket enforcement, inspection and maintenance of the system route infrastructure, passenger welfare and supporting LLAL in their passenger growth ambitions.

Total Quantity or Scope

This procurement relates to facilities management and passenger services for the new 2.1 km Luton DART automated passenger transit system between London Luton Airport Parkway railway station and London Luton Airport Central Terminal. The Luton DART is a key piece of transport infrastructure encouraging the modal shift of passengers to rail as part of the carbon reduction ambitions of LLAL. Services of the Luton DART are expected to be operational in early 2022. We are looking to procure a single facilities management provider of the following services: • customer facing/hospitality (meet, greet and passenger assistance) personnel (with responsibility for ticket enforcement) within the station premises of the Luton DART passenger transit system; • facilities management and maintenance of the station premises forming part of the Luton DART passenger transit system; • civil structures inspection and maintenance for the system route infrastructure of the Luton DART passenger transit system. • leading on passenger welfare including, but not limited to, immediate first aid response, evacuation, emergency services and other delivery partners liaison including temporary or contingency arrangements e.g. bus replacement service is required and provided but DART station and customer service team support delivery; • customer experience generally, particularly with reference to supporting persons of reduced mobility; • support LLAL in the delivery of passenger growth ambitions through delivery of excellent customer service and delivery of transport industry liaison. The provider will be required to work closely with LLAL, Doppelmayr (the operator of the system) and the train operating company. The contract will include a "Responsibility Matrix" which will allocate service provision responsibilities to the FM Contractor. LLAL recognises the importance of this Responsibility Matrix to both the successful tenderer and to Doppelmayr and understands that both parties will need to collaborate closely to ensure that the Luton DART is running effectively. There will be an opportunity for Tenderers to discuss the Responsibility Matrix with Doppelmayr within a controlled meeting environment. Tenderers will be required to confirm their agreement to the Responsibility Matrix after this meeting. If there are any comments raised during this meeting, LLAL may subsequently discuss this with Doppelmayr and any clarifications will be communicated to all Tenderers. LLAL intend to host an "industry day" during the tender process during which knowledge of the procurement will be shared. Managed visits of the site will be made available during the tender process. Additional information: This contract notice (and the associated procurement documents) are published in good faith. No warranty is given as to the accuracy or completeness of the information contained in it. Any liability for inaccuracy or incompleteness is expressly disclaimed by LLAL and its advisors. Nothing in this contract notice (nor in the associated procurement documents) will be taken as constituting an offer (whether implied or otherwise) or any agreement, whether express or implied, between LLAL and any other party. LLAL reserves the right to withdraw from, cancel or amend the procurement process and may award innovation partnership contracts and/or framework agreements in whole, in part or not at all as a result of this call for competition with no liability on its part. LLAL shall not be liable for any costs or expenses incurred by any economic operator in considering and/or responding to the procurement process and/or resulting from any amendment or cancellation of this procurement exercise. Bidders submit a response to the SQ at their own risk.

CPV Codes

  • 79993000 - Building and facilities management services
  • 71354000 - Map-making services
  • 72514100 - Facilities management services involving computer operation
  • 79342300 - Customer services
  • 79342320 - Customer-care services
  • 90600000 - Cleaning and sanitation services in urban or rural areas, and related services
  • 90900000 - Cleaning and sanitation services


  • Variant bids are not accepted.
  • This is a one-off contract (no recurrence)
  • Renewals are not available.
  • Staff qualifications are relevant.
  • Technical restrictions apply.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** The Contracting Authority intends to use an eTendering system in this procurement exercise.