Award

Rail Ombudsman Service

OFFICE OF RAIL AND ROAD

This public procurement record has 2 releases in its history.

Award

14 Jun 2023 at 14:24

Award Notice
Tender

27 Jan 2023 at 11:29

Tender Notice
Summary of the contracting process

The Office of Rail and Road (ORR) has awarded a contract for the Rail Ombudsman Service. The procurement involved a complete end-to-end Alternative Dispute Resolution scheme for the rail industry, focusing on customer services. The contract, valued at £4,951,460 GBP, was awarded to the Dispute Resolution Ombudsman. The contract period started on May 22, 2023, and will end on November 26, 2028.

This tender offers opportunities for businesses in the service sector, particularly those experienced in customer services and alternative dispute resolution. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprise organisations (VCSEs) are well-suited to compete for this contract. The procurement method used was an open procedure above the threshold, encouraging a transparent and fair competition process.

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Notice Information

Notice Title

Rail Ombudsman Service

Notice Description

The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features: a. free to consumers; b. an impartial arbitrator for firms and consumers in resolving disputes; c. run on a not for profit basis; d. issues decisions that are binding on firms but not consumers; and e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service. Additional information: This requirement is advertised on Finder A Tender: https://www.find-tender.service.gov.uk/Notice/002457-2023?

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/d426c9fd-5f4b-4a96-8ac8-e66faa5e41d6
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
SME, VCSE
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79342300 - Customer services

Notice Value(s)

Tender Value
£6,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
£4,951,460 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
14 Jun 20232 years ago
Submission Deadline
13 Mar 2023Expired
Future Notice Date
Not specified
Award Date
14 Jun 20232 years ago
Contract Period
21 May 2023 - 26 Nov 2028 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
OFFICE OF RAIL AND ROAD
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E14 4QA
Post Town
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
Not specified
Local Authority
Tower Hamlets
Electoral Ward
Canary Wharf
Westminster Constituency
Poplar and Limehouse

Supplier Information

Number of Suppliers
1
Supplier Name

DISPUTE RESOLUTION OMBUDSMAN

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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