ScotRail Customer Contact Centre

Tender description

SRT invites prospective suppliers to participate in this procurement process for a fully managed customer contact centre. SRT is looking to procure contact centre services to enhance its customer relations, smartcard helpline, delay repay and tele sales operations serving B2C and B2B customers. SRT is looking for an innovative partner who, during the life of the contract, can help modernise our contact centre and the methods we use to communicate with our customers. Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx Suppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline. Lot 1: Finance Services ScotRail are looking for a provider of Finance Services for accounts payable (c40,000 transactions per annum), accounts receivable (c2,000 transactions per annum), treasury, balance sheet reconciling and VAT returns. ScotRail currently have the following systems to support these services and will provide licence access. However, these systems may be subject to change over the life of the contract where ScotRail review the systems strategy for these services and are required to conduct a tender for the systems in the future: - Advanced Open Accounts and Ebis for Finance - Infor for engineering purchases/invoice matching - RBS for banking - Experian for credit checking - Deloitte VAT processing software Lot 2: Payroll Services ScotRail are looking for a provider of Payroll Services for the processing of a payroll for c5,200 active employees on 4 weekly pay cycle. Associated administration tasks to be handled by the provider will include processing changes to employee Terms & Conditions as required, updating payroll records periodically to ensure accurate payment to employees, responding to queries from employees by phone and email, payments to 3rd parties and associated administrative tasks, pension scheme administration, P11D’s, and MI and reporting. ScotRail currently have iTrent for payroll and will provide licence access to the system. However, the payroll system may be subject to change over the life of the contract where ScotRail review their systems strategy for this service and are required to conduct a tender for the system in the future Lot 3: Customer Service Centre ScotRail are looking for a provider (or providers) of managed customer contact centre services to handle our c350k annual customer contacts. This includes the provision of hardware, software, security and workflow management solutions. ScotRail are looking for service providers capable of: Customer Contact Centre - handling enquiries, complaints and refund requests via letter, email, webform and chat; - handling incoming and outgoing sales, aftersales (including refunds), general enquiries and complaints via phone call; - processing claims for compensation (in-line with our Delay-Repay scheme rules); - recording and reporting customer feedback for all contact methods and types; and - manual and automated workflows. Business Fulfilment - processing incoming customer letters and claim forms, including scanning; - processing outgoing mail, including printing, folding, inserting, sealing envelopes, franking, and posting; - secure physical storage of hard copy letters and claim forms post scanning- - management of freepost facilities; and - processing payments (such as BACs, Bank Card, PayPal). Management reporting - daily, weekly, and periodic reporting Training and workflow management - document existing processes and business information; - create efficient workflow processes; - create training material; and - deliver training to contact centre employees.