Provision of Customer Services for Customer Service Centre (CuC) function for EAL / AT&D (Contract No.: Q107384)
Prequalification for
Provision of Customer Services for
Customer Service Centre (CuC) function for EAL / AT&D
Contract No.: Q107384
Expressions of Interest are invited from suitably qualified Applicants for the works described below. This procurement is subject to the World Trade Organization Agreement on Government Procurement.
1. Background Information
MTR Corporation Limited invites qualified Contractors to express their interest in tendering for Contract Q107384 : Provision of Customer Services for Customer Service Centre (CuC) function for EAL (Package 1) and/or AT&D (Package 2) for a period of 30 months with an option to extend the services for 24 months.
The appointed Contractor(s) shall provide customer services for the respective package(s).
2. Scope of Services
The Contractor shall provide Customer Services for Customer Service Centre function in the stations tabulated as follows:
|
Package 1: East Rail Line (EAL) |
Exhibition Centre Station (EXC) Hung Hom Station (HUH) Mong Kok East Station (MKK) Kowloon Tong Station (KOT) Sha Tin Station (SHT) Fo Tan Station (FOT) Racecourse Station (RAC) University Station (UNI) Tai Po Market Station (TAP) Tai Wo Station (TWO) Fanling Station (FAN) Sheung Shui Station (SHS) Lo Wu Station (LOW) Lok Ma Chau Station (LMC) |
|
Package 2: Airport Express, Tung Chung & Disneyland Resort Lines (AT&D) |
Hong Kong Station (HOK) Kowloon Station (KOW) Olympic Station (OLY) Tsing Yi Station (TSY) Tung Chung Station (TUC) Sunny Bay Station (SUN) Disneyland Resort Station (DIS) Airport Station (AIR) AsiaWorld-Expo Station (AWE) |
The Contractor shall provide trained personnel to man the CuCs for providing excellent customer services to passengers travelling along MTR network and serving them proactively, handling customer enquiries, cash and ticket handling services as well as backend accountancy service at the stations. The Contractor shall also provide supervision for the trained personnel, oversee the service performance and facilitate the required accountancy services, 7 days a week throughout the contract period.
3. Tentative Key Dates
|
Contract No. |
Tender Issue |
Tender Return |
Contract |
Contract Completion |
|
Q107384 |
Q4/2024 |
Q4/2024 |
Q4/2024 |
Q3/2027 |
4. Expressions of Interest
To be considered for prequalification, interested parties having relevant resources, qualifications and experience are requested to express their interest on or before 2:00 p.m. on 16 August 2024 (Hong Kong Time) via the MTR Corporation Limited’s E-Tendering System. Late applications shall not be considered.
For Applicants registered under the E-Tendering System, please click the following link and log into the System for expression of interest:
For Applicants not registered under the E-Tendering System, please click the following link and search for the advertisement notice in respect of this project for expression of interest:
http://www.hkextender.com/process/GuestLogon.asp
For enquiries, please contact Mr. Ricky Tong, Senior Procurement & Contracts Officer, on (852) 2993 3774 or by fax (852) 2993 7721.
5. Deadline to Return Answers / Information
Suitable Applicants shall receive a prequalification invitation via the E-Tendering System. The Applicants shall complete and submit all required information and details via the E-Tendering System no later than the time and date specified in the prequalification invitation letter.
All invitations and submissions for prequalification shall be carried out through the E-Tendering System at http://www.hkextender.com.
6. Other Matters
As part of the required information each Applicant shall be required to submit audited accounts covering the three years prior to the date set for submission. When an Applicant is a joint venture then each partner shall submit separate accounts.
Applicants responding to this advertisement are deemed to have complied with the Personal Data (Privacy) Ordinance in the collection and transfer of personal data to MTR Corporation Limited. All information submitted including personal data, shall be used by MTR Corporation Limited for the prequalification of tenderers for this project.
Applicants shall note and make themselves aware of the Corporation’s ethical and probity requirements which shall be applied throughout the tender and contract periods. Further, Applicants shall not, and shall ensure that its directors, employees, agents and sub-contractors shall not, offer or give any advantage as defined in the Prevention of Bribery Ordinance (Cap. 201) to any employee or agent of MTR Corporation Limited. Any breach or non-compliance with this paragraph by the Applicant shall, without affecting its liability for such breach or non-compliance, result in its application not being considered.
Applicants shall not apply for prequalification as a single entity if you intend to act as a supplier, sub-contractor or sub-consultant for another entity who shall also apply for the prequalification, or if you are a partner in a joint venture established to seek prequalification for this Contract.
Companies having linkage to each other, e.g. subsidiaries, holding or sister companies, shall not apply for prequalification as a tenderer for the same contract, whether as a single entity or as a partner of a joint venture. “Sister company” shall mean all companies which are subsidiaries of or otherwise belonging to the same holding company. The existence of a holding-subsidiary relationship shall be determined in accordance with the provisions in Sections 13 to 15 of the Companies Ordinance (Cap. 622) of Hong Kong. Companies having linkage to each other shall elect which company shall apply for prequalification.