Contact Centre Services for TfW

A Contract Award Notice
by TRANSPORT FOR WALES

Source
OJEU
Type
Contract (Services)
Duration
2.5 year (est.)
Value
£375K
Sector
BUSINESS
Published
12 May 2021
Delivery
To 11 Nov 2023 (est.)
Deadline
n/a

Concepts

Location

Pontypridd

Geochart for 2 buyers and 1 suppliers

2 buyers

1 supplier

Description

TfW require the provision of Contact Centre services. This must be a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing and new projects across Wales.

Total Quantity or Scope

TfW requires the provision of Contact Centre services. This includes a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing bus and new projects across Wales. The contract term will be for 18 months with the option to extend for 12 months at 6 month intervals. The current bus projects are operated under our ‘fflecsi’ brand and are Demand Responsive Transport (DRT) and Integrated Responsive Transport – Customer Enquiries and Bookings. The service provision must align to TfW’s Customer Contact Strategy and Customer Experience Objectives: — engaging people to deliver the highest possible standards of customer service, — delivering a high quality and reliable service, — continuously developing the customer proposition, — enable smooth and seamless journeys across Wales, — deliver high quality customer engagement, insights and communication.

Award Detail

1 Connect Assist (Cardiff)
  • Reference: c000288.00
  • Num offers: 3
  • Value: £375,000
  • Contractor is an SME.

Renewal Options

As defined in the Procurement documents.

Award Criteria

Quality 50.0
PRICE 50.0

CPV Codes

  • 79512000 - Call centre
  • 64210000 - Telephone and data transmission services
  • 79511000 - Telephone operator services
  • 79342300 - Customer services
  • 79342320 - Customer-care services
  • 79500000 - Office-support services

Indicators

  • Options are available.
  • Award on basis of price and quality.

Other Information

The value of the contract is estimated as it will be dependent on demand for services. The contract value will not exceed GBP 375 000.00. (WA Ref:110444)

Reference

Domains