Customer services

Tender description

ATOC Limited (“ATOC”) is seeking a provider to establish, operate and promote an Alternative Dispute Resolution (“ADR”) scheme for the rail industry, which will provide consumers with free ADR empowered to enforce binding redress on participating rail companies who have been unable to resolve eligible complaints about their contracted service. Last year, the industry’s existing appeals bodies received around 6 000 disputes of this nature and it is likely that this number will increase in light of the publicity surrounding the launch of an ADR scheme (the “Scheme”) in the sector. The Scheme will provide independent representation in Great Britain for both rail customers and for the companies who are the subject of the complaint. It is essential that the Scheme provides excellent customer service to rail customers, in line with service levels designed to deliver rapid and fair resolution of their disputes. The provider will deliver a complete end-to-end service that includes: — A public enquiries service (contactable by email, letters, webform, telephone and social media) that will advise consumers on all aspects of the Scheme, and whether their complaint is likely to be eligible for the Scheme, and to indicate other channels where appropriate. — A dedicated Scheme website which will provide information about the service, through which customers may initiate and track a dispute through to resolution. — A Scheme guide for consumers in hard copy and electronic format which will outline details of the service and the dispute resolution process. The provider will be responsible for creating, printing and delivering the guide as required. — A social media presence through which consumers can receive information and contact the Scheme. — A triage service which will receive all disputes from customers who have been sent to the provider by rail companies. This service will identify disputes that are outside the scope of the Scheme and transfer them to an alternative body where possible (i.e. Transport Focus, London TravelWatch, POPLA, the Independent Penalty Fares Appeal service, or any other appropriate party) or else advise the customer appropriately. — A case management system that enables rail companies to securely share case appeals, track progress on complaints, and communicate with the Scheme as necessary. — A team of skilled experts able to provide case management, mediation and adjudication, for all cases received from customers via the permitted channels. — A friendly customer interfacing service that will liaise with all parties to a dispute from case initiation, through dispute resolution, decision-making, to case closure and implementation of redress — A Chief Adjudicator/Ombudsman to provide oversight on all aspects of the service. — A Scheme governance structure that is demonstrably independent from the rail industry and British Government. — Comprehensive management information and annual reports. — Ad-hoc expert advice to ATOC to support the development of industry policies relating to consumer law. — Day-to-day relationship management for the rail companies that are Scheme members, and for Transport Focus and London TravelWatch who will be involved in some casework. — The Scheme will exist alongside, and interface with, the existing statutory appeals bodies (Transport Focus and London TravelWatch) who will continue to advocate for strategic industry improvements. The scheme provider will highlight customer concerns and communicate the effectiveness of the Scheme through formal reporting arrangements (a “feedback loop”) with these bodies, the rail industry, ATOC, and the Office of Rail and Road (“ORR”). — Senior relationship management for ATOC who will oversee the contractual relationship on behalf of rail industry Scheme members. — A contractual commitment to attain the highest level of membership from the Ombudsman Association, and accreditation from the Chartered Trading Standards Institute who will serve as the competent body for this Scheme. — The provider will have a track record for providing ADR services, in rail or other sectors, with appropriate accreditation from a competent authority. — The provider is required to maintain fully serviced office premises in the UK or Ireland for the purpose of carrying out the service. — All systems and data must be hosted countries that are subject to EU data protection laws. Details of the full requirements and a draft contract will be made available in the invitation to tender provided to shortlisted respondents.