Planning

ScotRail Finance, Payroll and Customer Experience Services

SCOTRAIL TRAINS LTD

This public procurement record has 1 release in its history.

Planning

21 Aug 2023 at 00:00

OJEU - F4 - Prior Information Notice (Utilities)
Summary of the contracting process

ScotRail Trains Ltd, based in Glasgow, UK, has initiated a planning stage tender for the procurement of finance, payroll, and customer experience services. This opportunity, with a future notice date of October 2, 2023, presents a chance for businesses in the railway services industry to compete for providing these essential services to ScotRail. The procurement process aims to select suppliers with the capacity and capability to deliver these services efficiently and effectively.

The planned procurement by ScotRail Trains Ltd involves three lots: Finance Services, Payroll Services, and Customer Service Centre. Prospective suppliers need to register an interest via the Public Contracts Scotland site and engage with ScotRail to shape the future strategy for these services. Businesses providing financial, payroll, or customer service solutions, especially those experienced in the railway industry, are well-suited to explore this tender opportunity and develop partnerships with ScotRail for potential growth and collaboration.

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Notice Information

Notice Title

ScotRail Finance, Payroll and Customer Experience Services

Notice Description

ScotRail currently operates an out-sourced Shared Service Centre providing finance, payroll and customer service functions and is looking to engage the market and understand the capabilities of potential suppliers to provide these services in the future. This assessment will shape our strategy and tender documents for the future of our finance, payroll and customer service functions. ScotRail plan to go to the market to procure this in late 2023. Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer functionality to send a message indicating which Lot(s) they are noting interest for. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services.

Lot Information

Finance Services

ScotRail are looking for a provider of Finance Services for accounts payable (c40,000 transactions per annum), accounts receivable (c2,000 transactions per annum), treasury, balance sheet reconciling and VAT returns. ScotRail currently have the following systems to support these services and will provide licence access. However, these systems may be subject to change over the life of the contract where ScotRail review the systems strategy for these services and are required to conduct a tender for the systems in the future: - Advanced Open Accounts and Ebis for Finance - Infor for engineering purchases/invoice matching - RBS for banking - Experian for credit checking - Deloitte VAT processing software. Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message indicating that are noting interest for Lot 1 Finance Services. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services

Payroll Services

ScotRail are looking for a provider of Payroll Services for the processing of a payroll for c5,200 active employees on 4 weekly pay cycle. Associated administration tasks to be handled by the provider will include processing changes to employee Terms & Conditions as required, updating payroll records periodically to ensure accurate payment to employees, responding to queries from employees by phone and email, payments to 3rd parties and associated administrative tasks, pension scheme administration, P11D's, and MI and reporting. ScotRail currently have iTrent for payroll and will provide licence access to the system. However, the payroll system may be subject to change over the life of the contract where ScotRail review their systems strategy for this service and are required to conduct a tender for the system in the future. Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 2 Payroll Services. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services

Customer Service Centre

ScotRail are looking for a provider (or providers) of managed customer contact centre services to handle our c350k annual customer contacts. This includes the provision of hardware, software, security and workflow management solutions. ScotRail are looking for service providers capable of: Customer Contact Centre - handling enquiries, complaints and refund requests via letter, email, webform and chat; - handling incoming and outgoing sales, aftersales (including refunds), general enquiries and complaints via phone call; - processing claims for compensation (in-line with our Delay-Repay scheme rules); - recording and reporting customer feedback for all contact methods and types; and - manual and automated workflows. Business Fulfilment - processing incoming customer letters and claim forms, including scanning; - processing outgoing mail, including printing, folding, inserting, sealing envelopes, franking, and posting; - secure physical storage of hard copy letters and claim forms post scanning- - management of freepost facilities; and - processing payments (such as BACs, Bank Card, PayPal). Management reporting - daily, weekly, and periodic reporting Training and workflow management - document existing processes and business information; - create efficient workflow processes; - create training material; and - deliver training to contact centre employees.. Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 3 Customer Service Centre. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000742341
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG486473
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
OJEU - F4 - Prior Information Notice (Utilities)
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

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

79211000 - Accounting services

79211110 - Payroll management services

79211120 - Sales and purchases recording services

79500000 - Office-support services

79511000 - Telephone operator services

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
21 Aug 20232 years ago
Submission Deadline
Not specified
Future Notice Date
2 Oct 2023Expired
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
SCOTRAIL TRAINS LTD
Contact Name
Not specified
Contact Email
kathleen.gay@scotrail.co.uk
Contact Phone
Not specified

Buyer Location

Locality
GLASGOW
Postcode
G31 3EW
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
Dennistoun
Westminster Constituency
Glasgow North East

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG486473
    ScotRail Finance, Payroll and Customer Experience Services - ScotRail currently operates an out-sourced Shared Service Centre providing finance, payroll and customer service functions and is looking to engage the market and understand the capabilities of potential suppliers to provide these services in the future. This assessment will shape our strategy and tender documents for the future of our finance, payroll and customer service functions. ScotRail plan to go to the market to procure this in late 2023. Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer functionality to send a message indicating which Lot(s) they are noting interest for. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services.

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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