Planning

West Midlands Trains, Greater Anglia, and East Midlands Rail Shared Services - Customer Experience and Delay Repay

ABELLIO TRANSPORT HOLDINGS LIMITED

This public procurement record has 1 release in its history.

Planning

18 Jun 2021 at 16:13

Planning Notice
Summary of the contracting process

Abellio Transport Holdings Limited is planning to tender for the "Customer Experience and Delay Repay" services on behalf of multiple Train Operating Companies, including West Midlands Trains, Greater Anglia, and East Midlands Rail. This procurement falls under the services category, specifically focusing on customer services with a relevant CPV code of 79342300. The procurement process is currently in the planning stage, with an important future notice date set for 16th July 2021. The services will be delivered in the UK and will involve extensive management, indicating that businesses with experience in shared service centres would be preferred.

This tender presents a substantial opportunity for businesses looking to grow within the railway sector, particularly those that can provide customer service solutions such as back-office processing, telephony support, and business fulfilment. Companies with a proven track record in managing complex service contracts and those experienced in the railway or transportation services industry are well-suited to participate. Engaging in this tender process may lead to fruitful long-term partnerships with leading Train Operating Companies in the UK.

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Notice Information

Notice Title

West Midlands Trains, Greater Anglia, and East Midlands Rail Shared Services - Customer Experience and Delay Repay

Notice Description

Abellio Transport Holdings Limited will be tendering on behalf of the following Train Operating Companies (TOC's); West Midlands Trains (WMT), Greater Anglia (GA) and East Midlands Rail (EMR) for Customer Experience and Delay Repay Shared Services. The Customer Experience service includes but not limited to, back-office processing, telephony, business fulfilment and reporting.

Lot Information

Lot 1

Abellio Transport Holdings Limited will be tendering on behalf of the following Train Operating Companies (TOC's); West Midlands Trains (WMT), Greater Anglia (GA) and East Midlands Rail (EMR) for Customer Experience and Delay Repay Shared Services. The Customer Experience service includes but not limited to, back-office processing, telephony, business fulfilment and reporting. Additional information: This tender may be unsuitable for individual centres and will require extensive management. This is best managed by an experienced shared service centre. The Utilities Contracts Regulations 2016 ("Regulations") do not in accordance with their terms apply to the West Midlands Trains, Greater Anglia, and East Midlands Rail Shared Services - Customer Experience and Delay Repay. Neither the issue of this ITN nor the selection of any Bidder, nor any other document, contact or conduct in connection with this ITN constitutes any acceptance by [Abellio] that the Regulations apply to the Project covered by this ITN or an agreement by [Abellio] to abide by those Regulations. The ITN Process and any subsequent contract awarded will be subject to English law and the exclusive jurisdiction of the English courts. By participating in the ITN Process a Bidder agrees to be bound by the above conditions and limitations. This Important Notice must be read in conjunction with all instructions to Bidders contained within this document. Bidder means each legal entity issued with an ITN and invited to participate in this ITN Process. ITN means this Invitation to Negotiate, as it may be amended by [Abellio] and notified to Bidders from time to time. ITN Process means the procurement process as described within this document.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-02bdea
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/013943-2021
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planning Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

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
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Jun 20214 years ago
Submission Deadline
Not specified
Future Notice Date
15 Jul 2021Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
ABELLIO TRANSPORT HOLDINGS LIMITED
Contact Name
Selina Birdi
Contact Email
selina.birdi@vendigital.com
Contact Phone
+44 7970287398

Buyer Location

Locality
LONDON
Postcode
EC4A 3AG
Post Town
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
City of London
Electoral Ward
Castle Baynard
Westminster Constituency
Cities of London and Westminster

Further Information

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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