Taxi & Private Hire Outsourced Services

Tender description

Transport for London (TfL) is the regulating, licencing, enforcement and strategic transport Authority for taxis (black cabs) and private hire vehicles in London. To discharge our duties, we require two critical components including various support functions: • Provision of a CRM (Customer Relationship Management) System providing workflows to manage back-office licensing functionality. This solution links different aspects of the licensing service, including general administration, application processing and on street enforcement functions. Our current CRM system interacts with different parts of the organisation, third parties and customers which we are looking to expand by enhancing our online facility in the future. The IT solution provides an on demand data and records management system for both desktop and mobile users; there is potential for further development of this into a mobile application for our on street enforcement team. This component includes all supporting services such as the provision and maintenance of mobile devices, scanning, printing, various driver assessment types, contact centres and a details checking and verification facility. The IT system is a workflow system design to administer all applications, manage electronic documentation as well as being a central repository for all licensing data. • Provision of an end to end vehicle inspection service, including on line and telephony booking service and physical vehicle inspections at various London based inspection sites. As part of the licencing process for all taxis and private hire, this element ensures that vehicles which meet TfL’s Conditions of Fitness (Taxis) and Private Hire Vehicles (London PHV vehicles) Regulations 2004 are inspected on a regular basis in line with predefined criteria as set out in TfL’s inspection manual http://content.tfl.gov.uk/vehicle-licence-inspection-manual.pdf. This is in addition to a standard MOT. TfL would like to undertake a market sounding exercise via a Market Sounding Questionnaire to gauge interest for delivering services related to London Taxi Private Hire (LTPH) Vehicle Licencing activities. This PIN is aimed at organisations that could deliver any of the following services; printing, scanning, vehicle licensing/physical vehicle inspections, topographical assessments, advanced driver testing, end to end integrated technology systems, contact centres, DBS checking and ID checking services. Currently this is not a tender opportunity; The primary focus will be to provide TfL with information to better understand the market and supplier appetite, capacity and capability, as well as perceived risks and opportunities. A similar exercise was carried out approximately 2 years ago and we would like to record any changes in the market since this time. The MSQ will be sent to all those who register an interest in this potential opportunity via a response to this PIN. If you have any questions regarding this PIN please contact PeterCampbell1@tfl.gov.uk Keywords: vehicle inspection, customer relationship management, IT systems, taxi services