Description Procurement for managed customer service operations including Sydney Transport Customer Service Centre & Mobile CSOs,and Melbourne NSW TrainLink Booking Office&Concierge services under 2 seprable lots Project goals The primary goal of this procurement is to appoint an experience...
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Procurement for managed customer service operations including Sydney Transport Customer Service Centre & Mobile CSOs,and Melbourne NSW TrainLink Booking Office&Concierge services under 2 seprable lots
The primary goal of this procurement is to appoint an experienced managed serviceprovider to deliver high-quality, customer-facing transport services across two criticallocations under separable contract lots.
For Lot 1 (Sydney), the objective is to ensure continuous operation of the TransportCustomer Service Centre at Central Station and effective deployment of Mobile CustomerService Officers across Greater Sydney, including accurate Opal assistance, strongfinancial controls, and responsive support during events and disruptions.
For Lot 2 (Melbourne), the objective is to deliver reliable NSW TrainLink booking officeand concierge services at Southern Cross Station, including accurate ticketing, customerassistance aligned to interstate services, and secure cash and cashless handling.
Across both lots, the goals are to strengthen governance, embed measurable KPIs, ensureworkforce resilience, maintain service continuity, achieve value for money throughcompetition, and enable scalable services without unnecessary base cost exposure.
This procurement is for a managed service provider to deliver customer-facing transportservices under two separable lots in Sydney and Melbourne.
Lot 1 (Sydney) includes operation of the Transport Customer Service Centre at CentralStation and deployment of Mobile Customer Service Officers across Greater Sydney.Services include Opal customer assistance (card-only), customer enquiries, stockcontrol, reconciliation, reporting, and support for events and service disruptions.
Lot 2 (Melbourne) includes operation of the NSW TrainLink booking office and conciergeservices at Southern Cross Station. Services include ticket sales and booking changes,passenger assistance aligned to interstate rail services, reconciliation, and extendedor mobile services during disruptions.Across both lots, the supplier must provide 7-dayservice delivery, maintain minimum staffing levels, meet defined KPIs, comply withsafety and brand standards, support transition activities, and deliver robust governanceand reporting throughout the contract term.
Please complete the following (as attached in this advert):
Attached registration form and
signed confidentiality deed
Send both the above docs to gaurav.chauhan2@transport.nsw.gov.au
Once the submitted registration form & signed confidentiality Deed is accepted, accessto TfNSW ARIBA portal will be granted whereby registered participants would be able todownload the complete set of RFP documents for further participation in this RFP.
1.
Registration Form
Kindly download & fill the attached registration form and send it togaurav.chauhan2@transport.nsw.gov.au
Response type
Checkbox (Agree)
Response templates
2.
Confidentiality Deed
Kindly download & fill the attached confidentiality Deed and send it togaurav.chauhan2@transport.nsw.gov.au
Response type
Checkbox (Agree)
Response templates
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