National Transport Authority

N/A

Dun Sceine

Harcourt Lane

Iveagh Court

IE

[Contactpoint]: Orlagh McGowan

[AddressPhone]: +353 18798300

[AddressEmail]: Orlagh.McGowan@nationaltransport.ie

[AddressFax]: +353 18798333

[UrlGeneral]: www.nationaltransport.ie

[UrlBuyerprofile]: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/1149

Provision of Contact Centre Services (Located On The Island Of Ireland) Including Associated Software Solutions

[Fileref]:  DEC181293-2020

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 & KPIs; to 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 & efficiency; to achieve & 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.

[SectionNo]:  IV.2.2

[IcarTextCorrPlace]:  Time limit for receipt of tenders or requests to participate

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