Support service for sales and customer systems

Summary

The tender concerns four months of specialist support for Renfe’s rollout of its new sales system (RSV). The work covers testing and functional validation of sales, customer and back-office processes; checking integrations and data; tracking incidents; supporting go-live and stabilisation; and producing reports and transferring knowledge. Areas include bookings, ticket sales, changes and refunds, payments, invoicing, customer systems, and processes across websites, apps, ticket offices and other sales channels. The team must include at least two testing specialists, two sales specialists, two back-office specialists and one service manager. Each of the first three role types is assigned at 100%; the service manager at no less than 30%. The technical specification estimates 2,910 hours. Technical quality accounts for 70% of the award score and price for 30%. A technical proposal must score at least 35 out of 70 and comply with the technical specification. The maximum bid price is EUR 240,000 excluding VAT; bids above this amount are rejected. Bids must be submitted electronically in Spanish. Bidders must demonstrate the required technical and financial capacity and comply with extensive information-security, confidentiality and data-protection requirements.