Road User Charging Customer Management Services (CMS)

Concepts

• call centre

Location

Greater London

Description

Transport for London (TfL) is considering how it might approach the future procurement and provision of services to deliver Customer Management Services (CMS) - formerly known as Business Operations (BOps) that support the current Road User Charging (RUC) network in London. This Prior Information Notice (PIN) for Expressions of Interest (EOI) requests information to assist TfL in understanding the current supply market and the technical knowledge, experience, capability, capacity, organisational and financial standing of potential suppliers. Information provided by responding suppliers will be used to inform TfL in its consideration of the nature of any future procurement process for CMS. The purpose of this PIN is to:

Total Quantity or Scope

TfL operates and enforces several RUC schemes within Greater London. These schemes are focused on the improvement of air quality, tackling congestion, addressing the climate emergency and improving safety on all of London’s road infrastructure. The RUC schemes contribute to the delivery of the Mayor’s Transport Strategy. The RUC schemes and activities currently operated by TfL are as follows: • Congestion Charge (CC) • Low Emission Zone (LEZ) • Traffic Enforcement (TE) • Ultra-Low Emission Zone (ULEZ) • Direct Vision Standard (DVS) TfL is considering options and planning for replacement arrangements due to the 2026 contract expiry dates and the future re-procurement of the services supporting the existing RUC schemes delivered via existing contracts in order to modernise service provision. At the point of contract, TfL anticipates that the new CMS contract will cover the following broad scope: • Initial delivery, service management, support, testing and ongoing operational delivery of contact centre services. • Continued service review and improvement of the service throughout the life of the contract. TfL has not at this stage determined which route to market it will pursue for the new CMS contract. However, TfL is considering the following broad options for procuring the future CMS contract: • Calling off a suitable framework • Procuring a standalone service contract • Procuring a framework of suppliers from which TfL can call off packages of services.

CPV Codes

• 79512000 - Call centre

Indicators

Other Information

• understand the market interest in this potential opportunity; and • identify suppliers who would like to participate in the Market Sounding Questionnaire. To register an expression of interest please complete the following steps: 1.Register on the TfL Capital Procurement (Bravo) e-tendering portal (https://lucpd.bravosolution.co.uk). 2. Search for "pqq_35 - Road User Charging Customer Management Services (CMS) Expression of Interest (EOI)" within Bravo. 3. Download the document "CMS PIN and EOI v1.0 FINAL" which contains details on the scope and requirements for CMS, the planned process and timescales. 4. Complete the Appendix 2 within this document 5. Attach the completed document within the Qualification Envelope and press "Validate your Response" If you require any further assistance with the above steps, please contact the RUC Commercial Team via email on rucprocurement@tfl.gov.uk, quoting WS1458760906. Participation in this PIN and EOI and any related market engagement will not disadvantage or affect any responding supplier’s ability to participate in any future procurement activity. TfL will not enter a contract based on the responses to this PIN and EOI, and no information contained in this PIN and EOI or in any communication made between TfL and any supplier in connection with this should be relied upon as constituting a contract, agreement, or representation that any contract will be offered as a result of this PIN and EOI. If TfL decides to progress with any procurement exercise for CMS, TfL will publish a separate contract notice. Please note TfL is unable to accept any further Expressions of Interest after the closing date (10/10/2023, 14:00).