Ireland: Call Centre Services for Transport Authority Contact and Administration

The National Transport Authority (NTA) seeks a supplier to provide comprehensive call centre and administrative services supporting small public service vehicle (SPSV) licensing operations. The contract encompasses four integrated service categories: (1) Information Provision Service—delivering customer inquiries support across multiple channels; (2) Booking Service—managing appointment and license booking requests; (3) Back Office Administration and Fulfilment Service—processing applications, documentation, and administrative tasks; and (4) Onsite Administration Support—providing on-site staffing assistance. The successful supplier must deliver an end-to-end, fully integrated operation that maintains high accuracy and professionalism, adheres to NTA-approved processes, ensures PCI-compliant payment processing, implements robust quality assurance with corrective actions, and provides seamless operational support with effective communication and timely escalation. This is a mission-critical service supporting Ireland's transport licensing infrastructure.