Customer Service Training for Bus Drivers

Tender description

Translink wishes to appoint a service provider to deliver a programme of Customer Service training. This training must be delivered within the broad framework of the bus drivers Certificate of Professional Competence (C.P.C.) annual training programme. It is planned that this programme will be delivered to approx. 2200 staff between October 2015 and June 2016. The trainees will be predominantly bus drivers but a number of bus support staff are also included. Training sessions will consist of approx. 140 training courses of 7 hours duration at two venues – Belfast (Monday / Tuesday / Wednesday) and Londonderry (Thursday). The course materials are to include an element of delegate follow up and personal action planning based on course content and key learning outcomes. There is also a requirement for a small number (4 maximum) of “train the trainer” courses to enable Translink trainers to deliver follow up “one to one” customer care training interventions for bus drivers on an ongoing basis. The aim of this exercise is to appoint a single supplier. The anticipated start date is May 2015. Dates may be subject to change. Translink is utilising an electronic tendering system to manage this procurement and communicate with Tenderers. Accordingly, there will be no hard copy documents issued and it is intended that all communications with Translink including the submission of PQQ and Tender responses will be conducted via www.e-sourcingni.bravosolution.co.uk. Unless stated otherwise in these Instructions or in writing from Translink, all communications including queries from Applicants and any PQQ amendments from Translink during the period of this procurement exercise shall be submitted through and published via the online messaging facility provided on the e-sourcing NI portal (see “Messages” section). The onus lies on the applicant to read and keep up to date with all the information published on eSourcing NI in relation to this requirement.