---
title: "Provision to deliver the Passenger Assist Booking Service on behalf of ScotRail"
ocid: "ocds-r6ebe6-0000609343"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000609343"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000609343.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000609343.json"
source: "Public Contracts Scotland"
current_stage: "Planning"
buyer: "ABELLIO SCOTRAIL LTD"
published: "2020-01-06"
---

# Provision to deliver the Passenger Assist Booking Service on behalf of ScotRail

Buyer: ABELLIO SCOTRAIL LTD  
Current stage: Planning  
OCID: ocds-r6ebe6-0000609343

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## Summary

Abellio ScotRail Ltd is initiating a procurement process titled "Provision to deliver the Passenger Assist Booking Service on behalf of ScotRail." This service is classified under the industry category of Railway Services and aims to cater to various customer groups with mobility or accessibility needs in Scotland. The procurement is currently at the planning stage, with a future notice date scheduled for 13 January 2020. Interested parties can obtain more information about the tender process and the contract at the address located in Glasgow, UK.

This tender represents a significant opportunity for businesses specialising in customer assistance services, particularly those experienced in managing booking systems and call handling for diverse client needs. Companies that provide services tailored to individuals with mobility impairments, visual impairments, or those requiring general assistance will be well-suited to compete. Given the scope of the Passenger Assist programme, suppliers with a proven track record in similar contracts and capabilities to deliver customer support across multiple channels will likely have an advantage in this tender.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN376238 |
| 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 |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 Jan 2020 |
| Submission deadline | Not specified |
| Future notice date | 13 Jan 2020 |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Planned |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | ABELLIO SCOTRAIL LTD |
| Locality | GLASGOW |
| Post town | Glasgow |
| Postcode | G2 1LU |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Anderston/City/Yorkhill |
| Westminster constituency | Glasgow North |
| Delivery location | TLM Scotland |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 6 Jan 2020 at 00:00 - Planning - PCS Notice - Website Prior Information Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN376238

## 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

## Notice URLs

- http://
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000609343
- https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=609343
- https://www.scotrail.co.uk/about-scotrail

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000609343. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000609343.json.