Official UK procurement notice
Contact Centre Technology Innovation Trial
Authority: Transport for London (Public body)
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 : The last date that MSQ submissions shall be accepted is 10th April 2024.
What is being bought
Published requirement descriptionTransport 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 [email protected] 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 [email protected] using the subject heading Contact Centre Technology MSQ Response [include your company name].
Please can you express your interest by emailing [email protected] 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.
CPV: Customer services · Customer-care services · IT services: consulting, software development, Internet and support · Software package and information systems
The lotProcurement structure
single lot · no lot value publishedLot #1TfL's Contact Centre Operations is comprised of an internal TfL contact centre and…Planned
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:
- Self-service Chatbots: A first point of contact to resolve TfL customer issues through self-serving our customers, where possible
- 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
- Agent Assist: A capability to augment and improve the contact centre advisors' ability to respond to customers as well as improve their productivity
- 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.
Procedure terms & legal framework
From the official record · publisher note attached- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Goods
- Notice status
- Past planning notice
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 7 Mar 2024, 13:27 GMT
- Last source update
- 7 Mar 2024, 13:27 GMT
- FTS notice number
2024/S 000-007343- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-044661Find a Tender
Publisher note: TfL reserves the right without prior notice to amend the information provided, including, but not limited to, changing the timetable, the scope and nature of the procurement and the procurement process. In particular, TfL reserves the right to issue circulars to interested parties providing further information or supplementing and / or amending the procurement process. In no circumstances shall TfL incur any liability in respect of any changes. This will be subject to the requirements of public law, the UK and EU procurement rules and Treaty on the functioning of the European Union rules and general principles. TfL reserves the right without prior notice not to follow up the MSQ documents in any way or with any interested parties. TfL also reserves the right to terminate this process at any time without awarding a contract. TfL will not enter into a contract based solely on the responses to the MSQ document and no information contained within the MSQ document or in any communication made between TfL and any interested party in connection with the MSQ document shall be relied upon as constituting a contract or representation that any contract shall be offered.
How it was run
Official notice- Submission deadline
- —
Timeline
7 Mar 2024 → 2 Sept 2024 · 2 dates- Notice published7 Mar 2024, 13:27 GMT
- Tender notice expected2 Sept 2024, 00:00 BST
Commercial outcome & contract awards
Pipeline notice- Awards (0)
- No award published
- Contracts (0)
- No contract published
- Bid statistics
- No aggregate bid statistics published
Contracting authority & participating public bodies
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.