Notice Information
Notice Title
Contact Centre Technology Innovation Trial
Notice Description
Transport for London (TfL) is undertaking an early market engagement exercise, by inviting potential suppliers to complete a Market Sounding Questionnaire (MSQ) for an upcoming Contact Centre Technology innovation trial. TfL is exploring how through the use of new technology, it can make improvements in the contact centre through : * Handling the increased demand coming into the contact centres * Reducing the demand coming into our contact centres * Maximising the use of current and new data to produce strategic insights on TfL customers and contact centre performance * Improve our customer's experience as well as the experience of contact centre advisors Therefore, TfL is seeking innovative solutions that can overcome some of these challenges. To receive the MSQ please email MSQinnovation@tfl.gov.uk expressing your interest with the email subject heading of Contact Centre Technology MSQ Request [include your company name]. To submit your MSQ please also email MSQinnovation@tfl.gov.uk using the subject heading Contact Centre Technology MSQ Response [include your company name]. Please can you express your interest by emailing MSQinnovation@tfl.gov.uk by close of play 4th April 2024 to be gain access to the MSQ event. The last date that MSQ submissions shall be accepted is 10th April 2024.
Lot Information
Lot 1
TfL's Contact Centre Operations is comprised of an internal TfL contact centre and three outsourced partners. TfL is exploring how, through the use of new technologies, it can better * handle the demand coming into our contact centres? * reduce the demand coming into our contact centres? * maximise the use of current and new data to drive strategic insights? * improve our customer's experience TfL is seeking innovative solutions that can overcome some of the challenges it faces as well as which can offer the most substantial value. Suppliers will be able to inform TfL if they have solutions based on the following 5 capabilities: 1. Self-service Chatbots: A first point of contact to resolve TfL customer issues through self-serving our customers, where possible 2. Omni-channel / New Channels: A capability offering new and diverse methods of communication for TfL customers, such as WhatsApp, as well as the ability to collect and analyse data from across multiple channels 3. Agent Assist: A capability to augment and improve the contact centre advisors' ability to respond to customers as well as improve their productivity 4. Case Management: A capability that utilises automation to triage and manage cases TfL are also interested in any capabilities related to technology in contact centres that go beyond these 5 capabilities.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-044661
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/007343-2024
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- Planning Notice
- Procurement Type
- Standard
- Procurement Category
- Goods
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
72 - IT services: consulting, software development, Internet and support
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
48000000 - Software package and information systems
72000000 - IT services: consulting, software development, Internet and support
79342300 - Customer services
79342320 - Customer-care services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 7 Mar 20241 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 1 Sep 2024Expired
- 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
- TRANSPORT FOR LONDON
- Contact Name
- James Inchbald
- Contact Email
- jamesinchbald@tfl.gov.uk
- Contact Phone
- +44 7960549041
Buyer Location
- Locality
- LONDON
- Postcode
- E20 1JN
- Post Town
- East London
- Country
- England
-
- Major Region (ITL 1)
- TLI London
- Basic Region (ITL 2)
- TLI4 Inner London - East
- Small Region (ITL 3)
- TLI41 Hackney and Newham
- Delivery Location
- TLI London
-
- Local Authority
- Newham
- Electoral Ward
- Stratford Olympic Park
- Westminster Constituency
- Stratford and Bow
Further Information
Notice URLs
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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