ScotRail Finance, Payroll and Customer Experience Services
Published
Description
ScotRail currently operates an out-sourced Shared Service Centre providing finance, payroll and customer service functions and is looking to engage the market and understand the capabilities of potential suppliers to provide these services in the future. This assessment will shape our strategy and tender documents for the future of our finance, payroll and customer service functions. ScotRail plan to go to the market to procure this in late 2023. Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer functionality to send a message indicating which Lot(s) they are noting interest for. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services. Lot 1: Finance Services ScotRail are looking for a provider of Finance Services for accounts payable (c40,000 transactions per annum), accounts receivable (c2,000 transactions per annum), treasury, balance sheet reconciling and VAT returns. ScotRail currently have the following systems to support these services and will provide licence access. However, these systems may be subject to change over the life of the contract where ScotRail review the systems strategy for these services and are required to conduct a tender for the systems in the future: - Advanced Open Accounts and Ebis for Finance - Infor for engineering purchases/invoice matching - RBS for banking - Experian for credit checking - Deloitte VAT processing software Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message indicating that are noting interest for Lot 1 Finance Services. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services Lot 2: Payroll Services ScotRail are looking for a provider of Payroll Services for the processing of a payroll for c5,200 active employees on 4 weekly pay cycle. Associated administration tasks to be handled by the provider will include processing changes to employee Terms & Conditions as required, updating payroll records periodically to ensure accurate payment to employees, responding to queries from employees by phone and email, payments to 3rd parties and associated administrative tasks, pension scheme administration, P11D’s, and MI and reporting. ScotRail currently have iTrent for payroll and will provide licence access to the system. However, the payroll system may be subject to change over the life of the contract where ScotRail review their systems strategy for this service and are required to conduct a tender for the system in the future Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 2 Payroll Services. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services Lot 3: Customer Service Centre ScotRail are looking for a provider (or providers) of managed customer contact centre services to handle our c350k annual customer contacts. This includes the provision of hardware, software, security and workflow management solutions. ScotRail are looking for service providers capable of: Customer Contact Centre - handling enquiries, complaints and refund requests via letter, email, webform and chat; - handling incoming and outgoing sales, aftersales (including refunds), general enquiries and complaints via phone call; - processing claims for compensation (in-line with our Delay-Repay scheme rules); - recording and reporting customer feedback for all contact methods and types; and - manual and automated workflows. Business Fulfilment - processing incoming customer letters and claim forms, including scanning; - processing outgoing mail, including printing, folding, inserting, sealing envelopes, franking, and posting; - secure physical storage of hard copy letters and claim forms post scanning- - management of freepost facilities; and - processing payments (such as BACs, Bank Card, PayPal). Management reporting - daily, weekly, and periodic reporting Training and workflow management - document existing processes and business information; - create efficient workflow processes; - create training material; and - deliver training to contact centre employees. Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 3 Customer Service Centre. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services.
Timeline
Publish date
a year ago
Buyer information
ScotRail Trains Limited
- Email:
- kathleen.gay@scotrail.co.uk
Explore contracts and tenders relating to ScotRail Trains Limited
Go to buyer profileNotice topics
Source
"Find-a-Tender"To save this opportunity, sign up to Stotles for free.
Save in appTender tracking
Access a feed of government opportunities tailored to you, in one view. Receive email alerts and integrate with your CRM to stay up-to-date.
Proactive prospecting
Get ahead of competitors by reaching out to key decision-makers within buying organisations directly.
360° account briefings
Create in-depth briefings on buyer organisations based on their historical & upcoming procurement activity.
Collaboration tools
Streamline sales workflows with team collaboration and communication features, and integrate with your favourite sales tools.
Explore similar tenders and contracts
Browse open tenders, recent contract awards and upcoming contract expiries that match similar CPV codes.
- Pre-tender
Request For Information (RFI) for second round of market engagement for Document Management services – including document scanning and validation.
Home Office100,000,000 GBPPublished 26 days ago
- Pre-tender
RFI - Fraud, Corruption and Reporting Online
NHS Business Services AuthorityPublished 2 months ago
- Pre-tender
Fraud, corruption and reporting On-Line
NHS Business Services AuthorityPublished 2 months ago
- Pre-tender
NHS Devon - Care Co-ordination Hub for Devon
NHS Devon Integrated Care BoardPublished 3 months ago
- Stale pre-tender
RFI for Out of Hours Telephone Answering Service
Herefordshire Council96,000 GBPPublished 4 months ago
- Stale pre-tender
EEM0071 Vacant Property Services Framework
Efficiency East Midlands LtdPublished 4 months ago
- Stale pre-tender
EEM0071 Vacant Property Services Framework
Efficiency East Midlands Ltd105,000,000 GBPPublished 4 months ago
Explore other contracts published by ScotRail Trains Limited
Explore more open tenders, recent contract awards and upcoming contract expiries published by ScotRail Trains Limited.
- Stale pre-tender
PIN for Supply of Customer Information Screens at ScotRail Stations
ScotRail Trains LimitedPublished 4 months ago
- Stale pre-tender
PIN for Supply of Customer Information Screens at ScotRail Stations
ScotRail Trains LimitedPublished 4 months ago
- Stale pre-tender
Consultancy Services for Train Networking Solutions
ScotRail Trains LimitedPublished a year ago
Explore more suppliers to ScotRail Trains Limited
Sign upExplore top buyers for public sector contracts
Discover open tenders, contract awards and upcoming contract expiries of thousands of public sector buyers below. Gain insights into their procurement activity, historical purchasing trends and more.
- Department for Culture, Media & Sport
- Dacorum Borough Council
- Cork Institute of Technology
- New Forest National Park Authority
- Careers Wales
- Solas
- One Manchester Limited
- St John of God Hospitaller Services Group
- GEM CSU
- Ark Greenwich Free School
- Melbourn Parish Council
- Bourton on the Water Parish Council
- Thomas Deacon Education Trust
- Cox Green School
Explore top sources for public sector contracts
Stotles aggregates public sector contract data from every major procurement data source. We ingest this data and surface the most relevant insights for our users. Explore our list of public sector procurement data sources below.