Provision Of Contact Centre Services Including Associated Software Solutions

As part of it’s customer contact strategy, the National Transport Authority (“NTA”) plans to implement a Consolidated Contact Centre (“CCC”) 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 traveling 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 CCC must be located on the island of Ireland. As the CCC will form an integral and important part of Ireland's public transport network, the NTA requires that the CCC 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 stakehold

Services

01/02/2021 12:00:00

79512000-6  Call centre
48333000-1  Contact management software package
48900000-7  Miscellaneous software package and computer systems
64200000-8  Telecommunications services
64210000-1  Telephone and data transmission services
64214200-1  Telephone switchboard services
64216000-3  Electronic message and information services
64220000-4  Telecommunication services except telephone and data transmission services
72212333-2  Contact management software development services
72253000-3  Helpdesk and support services
72253100-4  Helpdesk services
72300000-8  Data services
72421000-7  Internet or intranet client application development services
75130000-6  Supporting services for the government
79342300-6  Customer services
79342320-2  Customer-care services
79500000-9  Office-support services
79510000-2  Telephone-answering services
79511000-9  Telephone operator services