Requirement title: - Service Management System 2015
Translink (Comprising of Citybus Ltd, Northern Ireland Railways Co Ltd and Ulsterbus Ltd) and including Northern Ireland Transport Holding Company (NITHC) (known as `The Group`) are seeking to appoint a supplier to implement a Service Management System
Since 2002 the IS Department within Translink has been using an Incident Based system as their Service Management System to record and manage all IS incidents across the company. This system is now life expired.
Since 2003 the Customer Service Departments within Translink have been using a similar system as a means of capturing and reporting on customer feedback, primarily complaints and compliments across Northern Ireland Railways, Ulsterbus and Metro. Both systems while currently in use are life expired and there is a need to replace these.
Information Technology Infrastructure Library (ITIL) is a best practice Service Management methodology which has been embraced by IS to deliver services to meet the needs of the business. ITIL is a registered trademark which is owned by HM Government. Any new Service Management system should be based on ITIL processes
Translink IS currently support 1600 staff across 95 locations using over 200 applications delivered from an estate of 100 servers (physical and virtual). A Service Management system will allow Translink IS to deliver improved services to the business. While the system is primarily for Translink IS department, it should also be capable of being used by other departments within the company that are service based e.g. Customer Service Departments (to record and manage complaints, compliments etc), Marketing, HR. The system must be able to be configured for use by more than one department with possibly 80 users on the system at one time plus browser based access for all other users.
The Customer Services Department would deal with approximately 10,000 complaints and 400 compliments per year and th