Freedom Pass and other Transport and Mobility Managed Services Invitation to Tender: Electronic Data Capture, Application Data Validation, Card Management, Card Production, and Customer Support (NB this document prints on A4 and A3) OJEU Reference: 2016-121442 Section A Table of Contents SECTION B: Background Information ........................................................................ 8 B.1. Introduction ............................................................................................................ 8 B.2. About London Councils .......................................................................................... 8 B.3. The Freedom Pass scheme ................................................................................... 9 B.4. The Service ............................................................................................................ 9 B.5. Glossary ............................................................................................................... 14 SECTION C: Instructions to Tenderers .................................................................... 21 C.1. Methodology ........................................................................................................ 21 C.2. Management ........................................................................................................ 22 C.3. Performance Review, Key Performance Indicators (KPIs) and Service Credits .. 22 C.4. Timetable ............................................................................................................. 23 C. 5. Pricing ................................................................................................................. 25 C.6. Requirements of Service Providers ..................................................................... 26 C.7. The Tendering Process ....................................................................................... 27 C.8. Format of PQQ Responses ................................................................................. 28 C.9. Format of Tender Responses .............................................................................. 28 C.10. Transfer of Undertakings (Protection of Employment) Regulations 2006 (TUPE) ........................................................................................................................ 30 C.11. Freedom of Information Questionnaire .............................................................. 31 C.12. Evaluation of Tenders ........................................................................................ 31 C.13. The Contract ...................................................................................................... 32 C.14. Conditions of Contract ....................................................................................... 32 C.15. Acceptance of Tender ........................................................................................ 33 C.16. Confidentiality and Ownership of Documents .................................................... 33 C.17. Tenderer's Warranties ....................................................................................... 34 C.18. Non-Consideration of Tender............................................................................. 35 SECTION D: Specification ....................................................................................... 37 D1. General Requirements ....................................................................................... 37 D2. Application processing, data capture and data management ............................ 39 D2.1 Application processing, data capture and data management: General Requirements .............................................................................................................. 40 D2.2 First time Older Persons application ................................................................... 41 1 D2.2.1 First time Older Persons application: Online .................................................... 41 D2.2.2 First time Older Persons application: Paper .................................................... 45 D2.3 60+ transfer application ...................................................................................... 46 D2.3.2 60+ transfer application: Online ....................................................................... 47 D2.3.3 60+ transfer application: Paper ........................................................................ 51 D2.4 First Time Disabled and Discretionary Disabled Persons Applications ............... 52 2.4.3 First Time Disabled and Discretionary Disabled Persons Applications: Online .. 54 2.4.4 First Time Disabled and Discretionary Disabled Persons Applications: Paper ... 60 D2.5 Renewal Older Persons Application ................................................................... 62 D2.5.1 Renewal Older Persons Application: Online .................................................... 62 D2.5.2 Renewal Older Persons Application: Paper ..................................................... 67 D2.6 Renewal Disabled and Discretionary Disabled Persons Application................... 69 D2.6.4 Renewal Disabled and Discretionary Disabled Persons Application: Online ... 70 D2.6.5 Replacement Older Persons, Disabled Persons, Discretionary Disabled Persons Application..................................................................................................... 70 D2.7 Replacement Older Persons, Disabled Persons, Discretionary Disabled Persons Application: Online ........................................................................................ 72 D2.7.13 Replacement Older Persons, Disabled Persons, Discretionary Disabled Persons Application: Telephone and by post .............................................................. 75 D2.8 Eligibility: Further Requirements ......................................................................... 76 D2.8.2 Residency ........................................................................................................ 76 D2 8.3 Identity and Age ............................................................................................... 78 D 2.8.4 Signature ........................................................................................................ 80 D 2.8.5 Photograph ..................................................................................................... 80 D 2.9 Rejected Application .......................................................................................... 81 D2.9.13. Reject Letter Matrix .................................................................................... 87 D2.10 Further Application Processing Requirements .................................................. 92 D2 10.11 Audit Trail..................................................................................................... 95 D3. Card production and dispatch ............................................................................ 96 D 3.1 Card Production ................................................................................................. 97 D3.2 Third party card production requirements ......................................................... 101 D3.3 Card dispatch.................................................................................................... 104 D3.4 Card Management ............................................................................................ 106 D4. Customer Service Centre ................................................................................ 108 D4.2 Calls .................................................................................................................. 113 2 D4.3 Payments .......................................................................................................... 115 D4.4 Emails ............................................................................................................... 117 D4.5 Written correspondence .................................................................................... 118 D5. Call down services in areas 1, 2, and 3 for other London Councils’ transport and mobility schemes .................................................................................................... 122 D 5.1.10 First Time Taxicard Applications: Online .................................................... 127 D 5.1.21First Time Taxicard Applications: Paper ...................................................... 134 D 5. 2 Replacement Taxicard Application ................................................................. 137 D 5.2 3 Replacement Taxicard Application: Online ................................................... 138 D 5.2 16 Replacement Taxicard Application: Telephone and by post ....................... 142 D 5.3 Card Production ............................................................................................... 142 D 5.4 Card dispatch................................................................................................... 145 D 5.5 Card Management ........................................................................................... 147 D 5.6 Customer Service Centre ............................................................................. 151 D 5.7 Calls ................................................................................................................. 155 D 5.8 Payments ......................................................................................................... 157