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
Keywords
multi-purpose software toolkit
contract-based software set :contentReference[oaicite:1]{index=1}
broadband connectivity service
telecom infrastructure management
business switchboard operation
voice/data-excluded telecom service
infrastructure network provisioning
communication infrastructure support
service provider network operations
multi-channel contact preferences
technical troubleshooting interface
UX/UI front-end implementation
intranet user interface scripting
government infrastructure support
regulatory implementation support
Workflows
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Possible Competitors
1 Possible Competitors
