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Customer First Strategy

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Customer First Strategy Supporting Information Provision of Managed IT Support Service (1st Line Support) Issued by: First Trenitalia West Coast Rail Limited - IT Procurement nd Date: 30 October 2020 Commercial in Confidence 1. Introduction 1.1 FirstGroup plc (FG) is the leading transport operator in the UK and North America. 1.2 “Our vision is to provide solutions for an increasingly congested world; keeping people moving and communities prospering.” 1.3 Our services help to create strong, vibrant and sustainable local economies and our opportunity is to be the provider of choice for our customers and communities. During the last year around 2 billion people relied on us to get to work, to education, to visit family and friends and much more and, each day, every one of our 100,000 employees works hard to delivery vitally important services to our passengers. 1.4 FG has five operating divisions: ▪ First Rail is the largest provider of passenger rail services in the UK operating around a quarter of the market. ▪ First Bus is one of the largest providers of bus services operating around one fifth of all local buses in a primarily deregulated market. ▪ First Student is the largest provider of student transport in North America. ▪ First Transit is one of the largest private sector providers of public transit management and contracting in North America. ▪ Greyhound is the only national provider of scheduled intercity coach transportation services in North America. 1.5 First Rail operates passenger rail services throughout the UK. Our passenger operations include regional, intercity and commuter services - Great Western Railway (GWR), South Western Railway (SWR), First TransPennine Express (FTPE) and Avanti West Coast (AWC). Our non- franchise open access operations include Hull Trains and from 2021 East Coast Trains. 1.6 First Trenitalia West Coast Rail Limited known as Avanti West Coast (AWC) 1.7 Serving as part of our joint venture with TrenItalia and known as the West Coast Partnership, runs the current intercity services on the West Coast Main Line. A vital economic artery, bringing cities and people closer together, Avanti West Coast links London to cities and towns across England, North Wales and Scotland. Together with Trenitalia, we're working in partnership with Stakeholders, communities and 2 Commercial in Confidence customers along the route to develop and enhance rail services and help stimulate economic growth. The new partnership will build on the existing success and culture of the previous operator by bringing together the best parts of both Virgin Trains and First Trenitalia. Our goal is to deliver a progressive railway service that generates nationwide prosperity and pride. The partnership also includes ‘West Coast Partnership Development’ (known during the bidding phase as the ‘Shadow Operator’), which is preparing for a new era in high speed rail. 2. Requirements Overview This requirement is for First Trenitalia West Coast Rail Limited, excluding West Coast Partnership Development. 2.1 “The Opportunity” The requirement is for a 24/7 IT Managed Service Desk (1st Line) responsible for the management of all Incident, Requests ITIL processes and 3rd party Vendor and Escalation Management. Service should incorporate promotion of Self Service and use the First Trenitalia West Coast Rail Limited of ServiceNow Instance for all service processes Operating 24/7 – 365 days. 1st Line Support Core Support Hours required are 7:00 am-19:00pm Monday – Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required all remaining times. P1/P2 Incident Resolution via Major Incident Management Process. There is no requirement to be physically at an AWC site unless planned training Support. To support business employees approx. 3800 with all IT Support requirements in office, at station or Onboard. 3. Selection Selecting the right partner is of key importance to The Client. In support of this, the Client shall be undertaking a two-stage tender award strategy as follows: 3.1 Down Selection (Stage 1) – Pre-Qualification Questionnaire (PQQ) This Down Selection is the first stage in the Customer’s selection and award process. The PQQ is to be completed by all Applicants that wish to be considered for this opportunity the results of which will be used to progress successful Applicants to the ITT stage. 3 Commercial in Confidence 3.2 Tender Process (Stage 2) – ITT Successful Applicants will be required to respond to a technical requirement tender in addition to providing pricing for solutions proposed. Applications will be evaluated according to the evaluation model which will be released as part of the tender. 4. Evaluation 4.1 The tender evaluation will be based on the following selection criteria, further information on criteria/weightings will be provided during PQQ and ITT stage: PQQ Section Company Information Financials Health and Safety Sustainability IT Security Capability ITT Section Technical and Functional Requirements Automation and Self Service Costs and Commercials Quality Assurance Service and Contract Management Programme of Work Contractual Terms For the avoidance of doubt, the Franchisee shall maintain and comply with a procurement policy that is consistent with all requirements (including all publication or notification requirements that apply from time to time) of the Utilities Contracts Regulations 2016 ("Procurement Policy"). The Franchisee shall act in accordance with such Procurement Policy in relation to all processes to procure goods and services that are commenced during the ERMA Term or, if extended, the Extended Term. This published notice is designed to identify any competent Suppliers that are interested in tendering for ‘The Opportunity’ with interested parties required to register their 4 Commercial in Confidence interest by email to [email protected] in advance of 1st December 2020 at 17:00. END 5 .
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