Published date: 12 March 2021

Last edited date: 17 March 2021

Closed future opportunity - This means that a potential contract has passed its approach to market date. A buyer can choose to consider any supplier interest or convert this notice into an opportunity ready for live procurement.


Approach to market date: 13 April 2021

Contract summary

Industry

  • Customer services - 79342300

  • Call centre - 79512000

Location of contract

United Kingdom

Value of contract

£7,000,000 to £12,000,000

Procurement reference

GTR- EOI Customer Contact Centre

Published date

12 March 2021

Approach to market date

13 April 2021

Contract start date

1 December 2021

Contract end date

30 November 2024

Procedure type

Competitive procedure with negotiation (above threshold)

Anyone may ask to participate, but only those who are pre-selected will be invited to submit initial tenders and to negotiate.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

NOTE: EXPRESSION OF INTEREST CLOSES 12th April 2021

PQQ -forecasted date of issue- 13th April 2021

Further information is contained within the Expressions of Interests file attached.

GTR currently have an outsourced contact centre solution which operates between the hours of 07:00 - 22:00, Monday - Friday. This contract commenced in 2015 and there have been multiple business changes since the inception of the contract. The business has recently invested in its own CRM tool within Microsoft Dynamics which has been implemented and stabilised over the past 18 months.

There are multiple avenues of customer contact including whitemail, email, webforms and telephone which support a variety of business functions including refunds, retail, assisted travel and delay repay.

The purpose of this tender is to gain a partner to help GTR deliver a best in class customer contact centre solution that will deliver:-

• Service to align with GTR's CRM strategy
• Flexibility to scale up and down during times of "disaster" incl. stringent DR process
• Alignment to GTR's vision/values/strategic pillars
• Suitable and relevant SLA's/KPI's to drive the right behaviours
• Relevant and future proof innovation
• Accessibility and agility
• Strong customer focus and strong partnership with GTR
• Capability to integrate/utilise GTR's CRM within Microsoft Dynamics

NOTE: 17th March 2021- EOI
Please note the EOI incorrectly states the service is Monday to Friday. The actual service is 7 (seven) days a week. The operating hours are the same each day - 7am to 10pm.

More information

Spend profile

This table displays the spend profile of the notice
Financial year Budget
2022/2023 £3,000,000
2023/2024 £3,000,000
2024/2025 £3,000,000

Attachments

Additional text

16.03.2021

We have experienced some issues with the e-mail account. These have now been resolved.

Please send your expression of interests to:

adrian.jones@gtrailway.com

In the unlikely event the problem reoccurs, to ensure your expression of interest in captured, can you please CC:

nicole.conyers@gtrailway.com

many thanks.

About the buyer

Contact name

Adrian Jones

Address

24 Monument Street
LONDON
EC3R8AJ
England

Telephone

07758 161303

Email

adrian.jones@gtrailway.com