Notice Information
Notice Title
Provision to deliver the Passenger Assist Booking Service on behalf of ScotRail
Notice Description
Our objective is to contract a third party supplier to deliver the Passenger Assist booking service on behalf of ScotRail. The Passenger Assist programme is targeted to a range of customer groups, including but not limited to, the following: - Wheelchair (and mobility scooter) users - Customers with any other mobility impairment - Customers with a visual impairment - Customers with a cognitive impairment - Invisible disabilities e.g. mental health issues - Elderly customers (general mobility or luggage assistance) - Other customers who require assistance on or off the train e.g. parent travelling alone with a pram
Lot Information
Lot 1
Expressions of interest are invited for the tender for the provision to contract a third party supplier to deliver the Passenger Assist booking service on behalf of ScotRail. The Passenger Assist programme is targeted to a range of customer groups, including but not limited to, the following: - Wheelchair (and mobility scooter) users - Customers with any other mobility impairment - Customers with a visual impairment - Customers with a cognitive impairment - Invisible disabilities e.g. mental health issues - Elderly customers (general mobility or luggage assistance) - Other customers who require assistance on or off the train e.g. parent travelling alone with a pram The supplier will provide three specific functions across two contact channels to enable customers to book their assistance as follows: - Call handling services: The supplier will provide call handling services (via telephone and textphone) for ScotRail and its passengers for the duration of this contract term, for the ScotRail assisted travel service in accordance with industry guidelines, specifically Office of Rail and Road (ORR) guidelines, and ScotRail's Accessible Travel Policy. ScotRail's Passenger Assist service receives approximately 2,700 telephone or textphone contacts (on average) per calendar period. - Web form handling: The supplier will provide web form handling services for ScotRail as part of the ScotRail Assisted Travel contract. Telesales call backs will be guaranteed for customers using web forms who request telephone assistance to buy a ScotRail ticket. ScotRail's Passenger Assist service receives approximately 130 web forms (on average) per calendar period. - Telesales: The supplier will provide a telephone-based ticket purchasing service for ScotRail customers to purchase a ScotRail product on the same call as making arrangements for assistance, with the same advisor. This telesales service will be capable of retailing all RDG TIS accredited rail tickets on paper and smartcards as per the customer's preference. The call centre environment must therefore be PCI-DSS compliant. The call handling (including telesales) services should operate from 7am until 10pm Monday-Sunday. Any enhancement to the hours of operation proposed by the supplier will be considered.. Two case studies demonstrating experience on the same size and scale should be submitted with your register of interest. To register interest, the supplier must demonstrate they have the necessary resources for a contract of this nature and geographic footprint in Scotland. Those suppliers that ScotRail deem to have the necessary experience will be invited to the full RFP process.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-r6ebe6-0000609343
- Publication Source
- Public Contracts Scotland
- Latest Notice
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN376238
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- PCS Notice - Website Prior Information 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
79512000 - Call centre
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 6 Jan 20206 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 13 Jan 2020Expired
- 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 SCOTRAIL LTD
- Contact Name
- Not specified
- Contact Email
- mark.omailley@scotrail.co.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- GLASGOW
- Postcode
- G2 1LU
- Post Town
- Glasgow
- Country
- Scotland
-
- Major Region (ITL 1)
- TLM Scotland
- Basic Region (ITL 2)
- TLM3 West Central Scotland
- Small Region (ITL 3)
- TLM32 Glasgow City
- Delivery Location
- TLM Scotland
-
- Local Authority
- Glasgow City
- Electoral Ward
- Anderston/City/Yorkhill
- Westminster Constituency
- Glasgow North
Further Information
Notice Documents
-
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN376238
Provision to deliver the Passenger Assist Booking Service on behalf of ScotRail - Our objective is to contract a third party supplier to deliver the Passenger Assist booking service on behalf of ScotRail. The Passenger Assist programme is targeted to a range of customer groups, including but not limited to, the following: - Wheelchair (and mobility scooter) users - Customers with any other mobility impairment - Customers with a visual impairment - Customers with a cognitive impairment - Invisible disabilities e.g. mental health issues - Elderly customers (general mobility or luggage assistance) - Other customers who require assistance on or off the train e.g. parent travelling alone with a pram
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.
{
"tag": [
"compiled"
],
"id": "ocds-r6ebe6-0000609343-2020-01-06T00:00:00Z",
"date": "2020-01-06T00:00:00Z",
"ocid": "ocds-r6ebe6-0000609343",
"initiationType": "tender",
"parties": [
{
"id": "org-18",
"name": "Abellio ScotRail Ltd",
"identifier": {
"legalName": "Abellio ScotRail Ltd"
},
"address": {
"streetAddress": "Culzean House, 36 Renfield Street",
"locality": "Glasgow",
"region": "UKM",
"postalCode": "G2 1LU"
},
"contactPoint": {
"email": "mark.omailley@scotrail.co.uk",
"url": "http://"
},
"roles": [
"buyer",
"centralPurchasingBody"
],
"details": {
"classifications": [
{
"id": "Railway Services",
"scheme": "TED_CA_TYPE"
},
{
"id": "Passenger Assist Booking Service",
"scheme": "COFOG"
}
],
"url": "https://www.scotrail.co.uk/about-scotrail"
}
}
],
"buyer": {
"name": "Abellio ScotRail Ltd",
"id": "org-18"
},
"planning": {
"documents": [
{
"id": "JAN376238",
"documentType": "plannedProcurementNotice",
"title": "Provision to deliver the Passenger Assist Booking Service on behalf of ScotRail",
"description": "Our objective is to contract a third party supplier to deliver the Passenger Assist booking service on behalf of ScotRail. The Passenger Assist programme is targeted to a range of customer groups, including but not limited to, the following: - Wheelchair (and mobility scooter) users - Customers with any other mobility impairment - Customers with a visual impairment - Customers with a cognitive impairment - Invisible disabilities e.g. mental health issues - Elderly customers (general mobility or luggage assistance) - Other customers who require assistance on or off the train e.g. parent travelling alone with a pram",
"url": "https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN376238",
"format": "text/html"
}
]
},
"tender": {
"id": "ocds-r6ebe6-0000609343",
"title": "Provision to deliver the Passenger Assist Booking Service on behalf of ScotRail",
"description": "Our objective is to contract a third party supplier to deliver the Passenger Assist booking service on behalf of ScotRail. The Passenger Assist programme is targeted to a range of customer groups, including but not limited to, the following: - Wheelchair (and mobility scooter) users - Customers with any other mobility impairment - Customers with a visual impairment - Customers with a cognitive impairment - Invisible disabilities e.g. mental health issues - Elderly customers (general mobility or luggage assistance) - Other customers who require assistance on or off the train e.g. parent travelling alone with a pram",
"status": "planned",
"items": [
{
"id": "1",
"deliveryAddresses": [
{
"region": "UKM"
}
],
"relatedLot": "1"
}
],
"mainProcurementCategory": "services",
"lots": [
{
"id": "1",
"description": "Expressions of interest are invited for the tender for the provision to contract a third party supplier to deliver the Passenger Assist booking service on behalf of ScotRail. The Passenger Assist programme is targeted to a range of customer groups, including but not limited to, the following: - Wheelchair (and mobility scooter) users - Customers with any other mobility impairment - Customers with a visual impairment - Customers with a cognitive impairment - Invisible disabilities e.g. mental health issues - Elderly customers (general mobility or luggage assistance) - Other customers who require assistance on or off the train e.g. parent travelling alone with a pram The supplier will provide three specific functions across two contact channels to enable customers to book their assistance as follows: - Call handling services: The supplier will provide call handling services (via telephone and textphone) for ScotRail and its passengers for the duration of this contract term, for the ScotRail assisted travel service in accordance with industry guidelines, specifically Office of Rail and Road (ORR) guidelines, and ScotRail's Accessible Travel Policy. ScotRail's Passenger Assist service receives approximately 2,700 telephone or textphone contacts (on average) per calendar period. - Web form handling: The supplier will provide web form handling services for ScotRail as part of the ScotRail Assisted Travel contract. Telesales call backs will be guaranteed for customers using web forms who request telephone assistance to buy a ScotRail ticket. ScotRail's Passenger Assist service receives approximately 130 web forms (on average) per calendar period. - Telesales: The supplier will provide a telephone-based ticket purchasing service for ScotRail customers to purchase a ScotRail product on the same call as making arrangements for assistance, with the same advisor. This telesales service will be capable of retailing all RDG TIS accredited rail tickets on paper and smartcards as per the customer's preference. The call centre environment must therefore be PCI-DSS compliant. The call handling (including telesales) services should operate from 7am until 10pm Monday-Sunday. Any enhancement to the hours of operation proposed by the supplier will be considered.. Two case studies demonstrating experience on the same size and scale should be submitted with your register of interest. To register interest, the supplier must demonstrate they have the necessary resources for a contract of this nature and geographic footprint in Scotland. Those suppliers that ScotRail deem to have the necessary experience will be invited to the full RFP process.",
"status": "planned"
}
],
"communication": {
"futureNoticeDate": "2020-01-13T00:00:00Z"
},
"coveredBy": [
"GPA"
],
"classification": {
"id": "79512000",
"scheme": "CPV"
}
},
"language": "EN",
"description": "NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=609343. (SC Ref:609343)",
"links": [
{
"rel": "canonical",
"href": "https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000609343"
}
],
"noticetype": "PCS Notice - Website Prior Information Notice"
}