UK-London: call centre
The franchised train-operating companies (the "TOCs") offer a disabled person's railcard (the "Railcard"), which upon purchase entitles the holder and one accompanying adult to a discount of one third off First Class and Standard rail fares. Applicants must meet certain eligibility criteria before they may purchase the Railcard. The Railcard is valid for twelve months from the date of issue. On behalf of the TOCs, ATOC is responsible for managing the provision of the Railcard. ATOC is now seeking an experienced and highly professional supplier to provide a comprehensive range of services in relation to the management of the Railcard. The invitation to tender documentation to be issued following this notice will more accurately describe the full extent of ATOC's requirements but in outline terms the following will be required of the supplier:
- act as the rail industry focal point for the provision and management of railcard services to disabled people. This will require responding to the needs of disabled persons in an attentive and understanding manner;
- receive and act on in a timely manner telephone enquiries, emails and electronic information relating to the renewal and purchase of disabled persons railcards;
- provision and maintenance of a dedicated telephone number and sufficient telephone lines and email address and national rate minicom/textphone to provide the services;
- provision of adequate call centre facilities to perform the services. It is not a requirement that such facilities be dedicated to the provision of the services;
- sell and renew disabled persons railcards and answer enquiries relating to disabled persons railcards and other information related to the provision of services to disabled persons;
- provision and maintenance of a computer database capable of performing the services in particular holding and processing railcard data; reporting; and accounting. Whilst the requirement is not to develop a new system to cover the services the database should be capable of performing a full range of services commensurate with a service of the nature described in this notice. The system must be scalable and capable of accommodating future changes to the services;
- provision and maintenance of all stationary and equipment necessary to perform the services and procure supply of railcards through Rail Settlement Plan ("RSP";
- settle funds to RSP flowing from sale of railcards in a timely manner;
- data management and fulfillment of internet-sales;
- provision of sales and other management information to ATOC; and.
- provision of financial bond or bank letter of guarantee representing 3 months of sales revenue to protect ATOC and RSP from payment default.
