Tender document for outsourcing of ECML functions

I Madder made this Freedom of Information request to East Coast Main Line Company Limited
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The request was partially successful.

Dear East Coast Main Line Company Limited,

In June 2010 you started a tendering process for East Coast functions, including group and assisted travel and ticket-fulfilment, public telesales, web support and web ticket-fulfilment, business travel services, customer relations and other customer interface operations.
These are currently provided by National Express Services.

I therefore wish to receive a copy of the original tender document, the ITT document, any and all advertisements made in any press publication or website.

I also wish to be informed of how much money this tendering process has cost so far.

Furthermore what criteria were ECML looking for when it choose Intelenet Global Services as preferred bidder status.

Also is ECML aware of your preferred bidders use of foreign call centres and that the Data Protection Act forbids the transfer of information outside of the UK?

Yours faithfully,

I Madder

Enquiries,

Dear Mr Madder

I am writing to acknowledge receipt of your Freedom of Information request sent 23 March 2011.

We will respond to your query within 20 working days.

Kind regards,

East Coast Main Line Company Limited

________________________________________
From: I Madder [[FOI #66236 email]]
Sent: 23 March 2011 19:02
To: Enquiries
Subject: Freedom of Information request - Tender document for outsourcing of ECML functions

Dear East Coast Main Line Company Limited,

In June 2010 you started a tendering process for East Coast
functions, including group and assisted travel and
ticket-fulfilment, public telesales, web support and web
ticket-fulfilment, business travel services, customer relations and
other customer interface operations.
These are currently provided by National Express Services.

I therefore wish to receive a copy of the original tender document,
the ITT document, any and all advertisements made in any press
publication or website.

I also wish to be informed of how much money this tendering process
has cost so far.

Furthermore what criteria were ECML looking for when it choose
Intelenet Global Services as preferred bidder status.

Also is ECML aware of your preferred bidders use of foreign call
centres and that the Data Protection Act forbids the transfer of
information outside of the UK?

Yours faithfully,

I Madder

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Enquiries,

10 Attachments

Dear I Madder

Please find attached our response to your Freedom of Information request sent to us 23 March 2011.

Kind regards

East Coast Main Line Company

________________________________________
From: I Madder [[FOI #66236 email]]
Sent: 23 March 2011 19:02
To: Enquiries
Subject: Freedom of Information request - Tender document for outsourcing of ECML functions

Dear East Coast Main Line Company Limited,

In June 2010 you started a tendering process for East Coast
functions, including group and assisted travel and
ticket-fulfilment, public telesales, web support and web
ticket-fulfilment, business travel services, customer relations and
other customer interface operations.
These are currently provided by National Express Services.

I therefore wish to receive a copy of the original tender document,
the ITT document, any and all advertisements made in any press
publication or website.

I also wish to be informed of how much money this tendering process
has cost so far.

Furthermore what criteria were ECML looking for when it choose
Intelenet Global Services as preferred bidder status.

Also is ECML aware of your preferred bidders use of foreign call
centres and that the Data Protection Act forbids the transfer of
information outside of the UK?

Yours faithfully,

I Madder

-------------------------------------------------------------------
Disclaimer: This message and any reply that you make will be
published on the internet. Our privacy and copyright policies:
http://www.whatdotheyknow.com/help/offic...

Please use this email address for all replies to this request:
[FOI #66236 email]

Is [East Coast Main Line Company Limited request email] the wrong address for
Freedom of Information requests to East Coast Main Line Company
Limited? If so please contact us using this form:
http://www.whatdotheyknow.com/help/contact

If you find WhatDoTheyKnow useful as an FOI officer, please ask
your web manager to suggest us on your organisation's FOI page.
-------------------------------------------------------------------

Dear Enquiries,

Thank you for your response. I wish to request that a better scanned copy of page 15 of the Appendix III.pdf as sent to me as the copy attached is unreadable.

I also wish to request an internal review as to your using of exemptions to witheld certain parts of my request.
The parts I wish to you review are as follows:

Draft Contract Terms:
Penalty Regime
Liability
Public Liability Insurance
Termination.

Core Business Spec:
Target Values or SLA for call handling and email correspondence.
Schedule 6.

Firstly I believe that as the document you sent me was a 'draft', the information would be significantly different in the final agreed version and therefore the information should be released.
Second, The public deserve a right to know that the business is not misleading them or taking advantage of them, by you hiding the figures and information it smells of a coverup and that you are trying to coverup any breach. The SLA should also be released for the same reason.
The Volume forecasts, are just that, forecasts and not actual figures, again this information should be released because it is not true information and merely a forecast.
Public Liability Insurance is a legal document that must be displayed in all company locations. Therefore it is a public document and I am surprised as to why you have not released this information.

In conclusion I therefore demand that you release the information you have doctored and covered up. It is also in the best interests of openness, open government and to prove 'best value' has been achieved to release this information.

Failure to release this information will result in a complaint to the ICO

Yours sincerely,

I Madder

Enquiries,

3 Attachments

Dear I Madder

Please find attached our response to your request for an internal review and the documents you requested in full.

Note that page 15 should be much clearer on the attached version of Appendix III.

Kind regards,

East Coast Main Line Company Limited
________________________________________
From: I Madder [[FOI #66236 email]]
Sent: 03 May 2011 15:16
To: Enquiries
Subject: Internal review of Freedom of Information request - Tender document for outsourcing of ECML functions

Dear Enquiries,

Thank you for your response. I wish to request that a better
scanned copy of page 15 of the Appendix III.pdf as sent to me as
the copy attached is unreadable.

I also wish to request an internal review as to your using of
exemptions to witheld certain parts of my request.
The parts I wish to you review are as follows:

Draft Contract Terms:
Penalty Regime
Liability
Public Liability Insurance
Termination.

Core Business Spec:
Target Values or SLA for call handling and email correspondence.
Schedule 6.

Firstly I believe that as the document you sent me was a 'draft',
the information would be significantly different in the final
agreed version and therefore the information should be released.
Second, The public deserve a right to know that the business is not
misleading them or taking advantage of them, by you hiding the
figures and information it smells of a coverup and that you are
trying to coverup any breach. The SLA should also be released for
the same reason.
The Volume forecasts, are just that, forecasts and not actual
figures, again this information should be released because it is
not true information and merely a forecast.
Public Liability Insurance is a legal document that must be
displayed in all company locations. Therefore it is a public
document and I am surprised as to why you have not released this
information.

In conclusion I therefore demand that you release the information
you have doctored and covered up. It is also in the best interests
of openness, open government and to prove 'best value' has been
achieved to release this information.

Failure to release this information will result in a complaint to
the ICO

Yours sincerely,

I Madder

show quoted sections

John Cross left an annotation ()

The Government linked to the attachments to this request as part of a written answer: http://www.theyworkforyou.com/wrans/?id=...

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