Official UK procurement notice
SWR Customer Interaction Management Solution (CIM)
Authority: FIRSTGROUP HOLDINGS LIMITED
What is being bought
Published requirement descriptionFirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.
CPV: Customer Relation Management software package · For computer software
The lotProcurement structure
single lot · value publishedLot #1RenewalPublished value£950,000
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Negotiated procedure with prior call for competition
- Legal basis
- CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
- Procurement category
- Goods
- Notice status
- Closed
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- No (one-off requirement)
- First published
- 8 Feb 2023, 22:13 GMT
- Last source update
- 24 Feb 2023, 14:33 GMT
- FTS notice number
2023/S 000-005570- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03a41aFind a Tender
Publisher note: - no PQQ documentation will be available until shortly after the expiry of this Contract Notice - only suppliers shortlisted at the PQQ Stage will receive a copy of the Tender.
How it was run
Official notice- Submission deadline
- 9 Mar 2023, 14:00 GMT
- Submission channel
- {"written"}
- Accepted languages
- en
- Participation fee
- document
Timeline
24 Feb 2023 → 29 Mar 2023 · 3 dates- Notice published24 Feb 2023, 14:33 GMT
- Submission deadline9 Mar 2023, 14:00 GMT
- Invitations to tender expected29 Mar 2023, 00:00 BST
Notice history
2 releases on Find a TenderPublished amendments (1 · 0 deadline changes)
| When | What | Before | After | Shift |
|---|---|---|---|---|
| — | TextI.1.3 | Communication Access to the procurement documents is restricted. Further information can be obtained at http://redirect.transaxions.com/events/UYo5P Additional information can be obtained from the above-mentioned address Tenders or requests to participate must be submitted to the above-mentioned address | Communication Access to the procurement documents is restricted. Further information can be obtained at http://redirect.transaxions.com/events/G6Uey Additional information can be obtained from the above-mentioned address Tenders or requests to participate must be submitted to the above-mentioned address |
1 amendment published without a description.
Contracting authority & participating public bodies
Dispute resolution & review bodies
- FirstGroup Holding LimitedReview body
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.