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.