Provision of Mobilisation and Transition Services

Tender description

As part of its customer contact strategy, the National Transport Authority (“NTA”) plans to implement a Consolidated Contact Centre (“CCC”) under the Transport For Ireland (“TFI”) brand. The NTA requires the provision of Mobilisation and Transition Services to assist the NTA during the mobilisation and transition phase of the CCC Programme. The NTA considers that the following roles shall be required during the performance of these Services: • CCC Programme Manager; • Change / Transition Manager (Business); • Contact Centre Subject Matter Expert; • People & Process Subject Matter Expert; and • Solutions Technical Architect. Further details are provided in the procurement documents attached to the contract notice. Lot 1: As part of its customer contact strategy, the National Transport Authority (“NTA”) plans to implement a Consolidated Contact Centre (“CCC”) under the Transport For Ireland (“TFI”) brand. Under the CCC Programme, 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 requires the provision of Mobilisation and Transition Services to assist the NTA during the mobilisation and transition phase of the CCC Programme. The NTA considers that the following roles shall be required during the performance of these Services: • CCC Programme Manager; • Change / Transition Manager (Business); • Contact Centre Subject Matter Expert; • People & Process Subject Matter Expert; and • Solutions Technical Architect. Further details are provided in the procurement documents attached to the contract notice.