Provision of Support, Maintenance, Hosting and Ad hoc development work for i-Care
Item Details:
- Organisation: Universal Postal Union
- Reference Number: RFP-2022-013-DOP.EMS
- Published: 30-Aug-2022
- Deadline: 30-Sep-2022 at 17:00 hours
- Time zone: (GMT 2.00) Brussels, Copenhagen, Madrid, Paris
- Street: Weltpoststrasse 4
- City: Berne
- Country: Switzerland
- Zip/Postal Code: 3015
- Expires: This ad has expired
Item Description:
The Universal Postal Union (UPU) was founded in 1874 in Berne, Switzerland, with the main goals of estab- lishing a single postal territory for the reciprocal exchange of letter-post items and adopting common principles for the international postal service in a non-discriminatory manner. Currently comprising 192 member coun- tries, the UPU became a specialized agency of the United Nations in 1948.
The main mission of the UPU is to stimulate the lasting development of efficient and accessible universal postal services of quality, in order to facilitate communication between the inhabitants of the world. It does this by guaranteeing the free circulation of items over a single postal territory composed of interconnected networks, encouraging the adoption of fair common standards and the use of technology, ensuring cooperation and interaction among stakeholders, promoting effective technical cooperation, and ensuring the satisfaction of customers’ changing needs. The UPU is thus expected to play a major role in the continued revitalization of postal services.
Furthermore, the UPU facilitates the development of worldwide postal services by providing an information and communication technology framework that allows the designated operators1 of UPU member countries to concentrate on the delivery of postal services to their customers. In this context, the UPU provides a global network with value-added services, as well as computerized applications for the management of international mail and international postal money orders.
Scope of the call for tenders
This call for tenders concerns the provision of support, maintenance, hosting and ad hoc development work with regard to i-Care, the customer service system of the UPU’s EMS Cooperative, for a period of four years.
Background
EMS is an international express mail service offered by postal operators of member countries of the UPU. The EMS Cooperative is a body operating within the general framework of the UPU. The EMS Unit functions as the Cooperative’s secretariat and is responsible for the performance of its activities.
Since its establishment in 1998, under the auspices of the UPU’s Postal Operations Council, the EMS Cooperative has continued to strengthen the EMS service through the establishment of common standards and procedures. In total, 185 postal operators offering an EMS service have joined forces to form a global EMS delivery network. In this regard, the EMS Cooperative provides a range of activities and measurements to help EMS operators improve and deliver a high-quality EMS service. Members of the EMS Cooperative have access to a comprehensive range of services and technical cooperation activities.
EMS is the fastest postal delivery service and is provided by EMS operators for the express delivery of docu- ments and merchandise. EMS items receive top priority in all processes throughout the operational chain of all EMS operators. The EMS service offers the greatest added value available on the postal market.
EMS Cooperative members send 90% of global EMS traffic and deliver to 97% of the world’s population. EMS is known to be reliable, and members of the EMS Cooperative can access global customer service manage- ment systems, operational reports and tracking data. Membership of the EMS Cooperative is voluntary, and members work together in order to provide an EMS service that is global, reliable and responsive to customer needs. A list of current EMS Cooperative members is available on the EMS Cooperative website at http://www.ems.post/members-ems-cooperative.
The UPU has devised i-Care, an online customer service tool for EMS Cooperative members, with the aim of facilitating their communication so as to improve the quality of responses to customer service complaints. It is essential that this system continue to be maintained, supported, hosted and further developed. The contract with the current provider will come to an end in March 2023.
Objectives
The UPU seeks to engage a supplier for the provision of support, maintenance, hosting and ad hoc developments in relation to i-Care, the EMS Cooperative customer service system, for a period of four years, at a competitive price and to an excellence standard.
The aim of these services is to standardize EMS Cooperative members’ communications with a view to resolving customer complaints and improving customer experience.
Use of subcontractors
The Vendor shall not assign, sublicense, subcontract, pledge or otherwise transfer or dispose of its tender, or any of the rights and obligations contained therein or in an associated contract with the UPU, without the prior written consent of the UPU.
The approval by the UPU of the engagement of any subcontractor shall not relieve the Vendor of any of its obligations or responsibilities concerning the work performed by such subcontractors.
Documents
RFP-2022-013-DOP.EMS.GRT.AFSC_Statement of work.pdf
RFP-2022-013-DOP.EMS.GRT.AFSC.pdf
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