Call centre

Tender description

The National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, under the Transport For Ireland (TFI) brand. 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 deliver a solution set to enable the CCC to meet its desired business outcomes and enable the CCC to meet business SLAs and KPIs; — manage the running of the CCC and corresponding processes and systems to support all customer interaction; — to drive continuous improvement across the CCC to maximise customer experience and efficiency; — to achieve and maintain compliance in relation to PCI, GDPR, Irish language and security standards; — to manage operational risks; and — to enable the NTA to meet its accessibility requirements. Further details are provided in the pre-qualification documents attached to this contract notice. As part of it’s customer contact strategy, the National Transport Authority (NTA) plans to implement a Consolidated Contact Centre (CCC), located on the island of Ireland, 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 travelling 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 Consolidated Contact Centre must be located on the island of Ireland. As the Consolidated Contact Centre will form an integral and important part of Ireland's public transport network, the NTA requires that the Consolidated Contact Centre 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 stakeholders in that network including the NTA, transport operators and customers; and — allow the NTA access to premises and staff to monitor service delivery and to ensure that services are delivered in a way that complies with all contractual requirements including KPIs. Tenderers will be required to agree to this condition as part of their ITN submission at ITN stage and to comply with any other conditions as may be further explained in the tender documents. Further details are provided in the pre-qualification documents attached to this contract notice.