Southeastern Customer Contact Centre Services 2022-2025
Estimated value
£15.0m
Awarded value
—
Suppliers
0
Lots
1
Published
07 May 2021
Description
The following services are anticipated to be included within this tender scope: • Telephony - core hours of 07:00-22:00 with options for out of hours services • Email - response via email enquiries • White mail - response via postal mail enquires • Manual and automated processing of Delay Repay • Webchat/bot/virtual services - introducing webchat • Facility to handover cases from KICC Twitter team - optional, subject to market engagement • Lost property tracking - optional, subject to market engagement **THIS PROPOSED CONTRACT IS SUBJECT TO THE AWARD OF AN EXTENDED AGREEMENT TO LSER BY THE DEPARTMENT FOR TRANSPORT. THIS EOI SHOULD NOT BE CONSIDERED AS ANY INDICATION OF THE ANTICIPATED RESULT OF ANY DIRECT AWARD NEGOTIATIONS.**
Scope
- Reference
- ocds-h6vhtk-02aea8
- Total value
- £15,000,000 excluding VAT
- Commercial tool
- Standalone contract
- Contract dates
Initial Period of 36 months. The contract may be renewed for the remainder of the term subject to the requirements of London & South Eastern Railway Limited.
- Main category
- services
- CPV classifications
- 79342300
- Contract locations
- South East England
Submission & procedure
- Submission deadline
- 18 Jun 2021, 12:00 am
- Submission address
- https://www.smartsurvey.co.uk/s/Southeastern_Contact_Centre_EOI/ ↗
- Procedure
- Competitive dialogue