Closed
London Luton DART Facilities Management and Passenger Services
Descriptions
This procurement relates to facilities management and passenger services for the new 2.1 km Luton DART automated passenger transit system between London Luton Airport Parkway railway station and London Luton Airport Central Terminal. The Luton DART is a key piece of transport infrastructure encouraging the modal shift of passengers to rail as part of the carbon reduction ambitions of LLAL. Services of the Luton DART are expected to be operational in early 2022. We are looking to procure a single facilities management provider of the following services:, • customer facing/hospitality (meet, greet and passenger assistance) personnel (with responsibility for ticket enforcement) within the station premises of the Luton DART passenger transit system;, • facilities management and maintenance of the station premises forming part of the Luton DART passenger transit system;, • civil structures inspection and maintenance for the system route infrastructure of the Luton DART passenger transit system., • leading on passenger welfare including, but not limited to, immediate first aid response, evacuation, emergency services and other delivery partners liaison including temporary or contingency arrangements e.g. bus replacement service is required and provided but DART station and customer service team support delivery;, • customer experience generally, particularly with reference to supporting persons of reduced mobility;, • support LLAL in the delivery of passenger growth ambitions through delivery of excellent customer service and delivery of transport industry liaison., The provider will be required to work closely with LLAL, Doppelmayr (the operator of the system) and the train operating company. The contract will include a "Responsibility Matrix" which will allocate service provision responsibilities to the FM Contractor. LLAL recognises the importance of this Responsibility Matrix to both the successful tenderer and to Doppelmayr and understands that both parties will need to collaborate closely to ensure that the Luton DART is running effectively. There will be an opportunity for Tenderers to discuss the Responsibility Matrix with Doppelmayr within a controlled meeting environment. Tenderers will be required to confirm their agreement to the Responsibility Matrix after this meeting. If there are any comments raised during this meeting, LLAL may subsequently discuss this with Doppelmayr and any clarifications will be communicated to all Tenderers., LLAL intend to host an "industry day" during the tender process during which knowledge of the procurement will be shared., Managed visits of the site will be made available during the tender process.
Timeline
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Tender Regions
CPV Codes
90900000 - Cleaning and sanitation services
71354000 - Map-making services
72514100 - Facilities management services involving computer operation
90600000 - Cleaning and sanitation services in urban or rural areas, and related services
79342320 - Customer-care services
79342300 - Customer services
79993000 - Building and facilities management services
Keywords
map-making
cartography
thematic maps
topographical map production
map design
map compilation
geographic visualisation
atlas creation
printed map services
map updating
cartographic output
computerised facility oversight
automated plant management
IT-integrated maintenance
system operation facilitation
digital infrastructure coordination
tech-enabled building supervision
computerised equipment management
integrated facility control
centralized systems operation
digital facility automation
customer services
client support
consumer assistance
helpdesk services
service desk
customer interaction
service experience management
client relations
after-sales support
customer care
customer-care services
customer support
proactive support
issue resolution
after-sales care
account management
service follow-up
care coordination
relationship maintenance
service recovery
facilities management
building maintenance
property supervision
facility operation
premises upkeep
building services coordination
site management
infrastructure maintenance
HVAC oversight
utility management
urban sanitation
rural cleaning services
public hygiene
community area cleaning
civic sanitation programmes
environmental cleaning
public area maintenance
waste pick-up
zone disinfection
locality sanitation
facility cleaning and sanitization
industrial hygiene services
professional cleaning solutions
disinfection and sterilization
janitorial services
deep cleaning operations
sanitation contract services
hygiene compliance-cleaning
office and building cleaning
environmental sanitation services
Tender Lot Details
2 Tender Lots
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Possible Competitors
1 Possible Competitors
