Awarded
Provision Of Contact Centre Services Including Associated Software Solutions
Descriptions
As part of it’s customer contact strategy, the National Transport Authority (“NTA”) plans to implement a Consolidated Contact Centre (“CCC”) under the Transport For Ireland (“TFI”) brand. The CCC will be the primary customer service contact point for services provided by the transport operators, some ticketing service providers and some ticketing offerings controlled by the NTA such as mTicketing, Taxsaver and Next Generation Ticketing. The NTA is seeking to engage a suitable party to provide the following services: • to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC to support the traveling customer; • to deliver a solution set to enable the CCC to meet its desired business outcomes, support business processes and enable the CCC to meet business Service Level Agreements (“SLA”) and Key Performance Indicators (“KPI”); • to manage the day-to-day running of the CCC and the corresponding processes and systems to support all customer interaction; • to drive continuous improvement across the CCC and its stakeholder group in order to maximise customer experience and maximise efficiency; • to achieve and maintain compliance in relation to Payment Card Industry (“PCI”) compliance, GDPR compliance, Irish language and security standards; • to manage operational risks; • to enable the NTA to meet its accessibility requirements; and • to enable the NTA to offer contact centre services to Commercial Bus Operators and other private services. Candidates should note that it will be a condition of the Contract that the CCC must be located on the island of Ireland. As the CCC will form an integral and important part of Ireland's public transport network, the NTA requires that the CCC is located on the island of Ireland. This is to: • facilitate its integration into the overall Irish public transport network; • ensure the required level of communication, co-operation and co-ordination with the other stakehold
Timeline
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Tender Regions
CPV Codes
72253000 - Help-desk and support services.
79500000 - Office-support services.
79510000 - Telephone-answering services.
64216000 - Electronic message and information services.
64214200 - Telephone switchboard services.
79512000 - Call centre.
72300000 - Data services.
64200000 - Telecommunications services.
64210000 - Telephone and data transmission services.
75130000 - Supporting services for the government.
48900000 - Miscellaneous software package and computer systems.
79342320 - Customer-care services.
72212333 - Contact management software development services.
79342300 - Customer services.
72421000 - Internet or intranet client application development services.
79511000 - Telephone operator services.
72253100 - Help-desk services.
64220000 - Telecommunication services except telephone and data transmission services.
48333000 - Contact management software package.
Tenderbase Categories
IT/ ITES/ Networking and Internet Software Development Services/ Business Software Development Services/ Miscellaneous Software Development Services/ Custom Software Development Services/ Computer Rel/
Advertising and Office Services/ Publishing Services/ Recruitment Services/ Investigation and Security Services/ Exhibition Fair and Organisation Services/
Advertising and Office Services/ Publishing Services/ Recruitment Services/ Investigation and Security Services/ Exhibition Fair and Organisation Services/
Post and Telecommunication Services/ Courier Service/ Telephone Service/
Post and Telecommunication Services/ Courier Service/ Telephone Service/
Advertising and Office Services/ Publishing Services/ Recruitment Services/ Investigation and Security Services/ Exhibition Fair and Organisation Services/
IT/ ITES/ Networking and Internet Software Development Services/ Business Software Development Services/ Miscellaneous Software Development Services/ Custom Software Development Services/ Computer Rel/
Post and Telecommunication Services/ Courier Service/ Telephone Service/
Post and Telecommunication Services/ Courier Service/ Telephone Service/
Public Services/ Market Research Services/ Social Work and Related Services/ Sewage and Refuse Services/
Database/ Operating System/ Utility/ Miscellaneous Software/
Advertising and Office Services/ Publishing Services/ Recruitment Services/ Investigation and Security Services/ Exhibition Fair and Organisation Services/
IT/ ITES/ Networking and Internet Software Development Services/ Business Software Development Services/ Miscellaneous Software Development Services/ Custom Software Development Services/ Computer Rel/
Advertising and Office Services/ Publishing Services/ Recruitment Services/ Investigation and Security Services/ Exhibition Fair and Organisation Services/
IT/ ITES/ Networking and Internet Software Development Services/ Business Software Development Services/ Miscellaneous Software Development Services/ Custom Software Development Services/ Computer Rel/
Advertising and Office Services/ Publishing Services/ Recruitment Services/ Investigation and Security Services/ Exhibition Fair and Organisation Services/
IT/ ITES/ Networking and Internet Software Development Services/ Business Software Development Services/ Miscellaneous Software Development Services/ Custom Software Development Services/ Computer Rel/
Post and Telecommunication Services/ Courier Service/ Telephone Service/
Software Solutions/ POS/ ERP/ Business Software/ Analytics/ Accounting/ Graphics/
Workflows
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Possible Competitors
1 Possible Competitors
