Service Contract for the Provision of a Loyalty Scheme

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1. At a glance

2. Scope of Work

This procurement seeks a provider for a customer loyalty scheme for Horse Racing Ireland (HRI) Racecourses. The scheme aims to reward customers for purchasing HRI Racecourse products, including tickets, hospitality, membership, and merchandise. The provider will deliver a seamless, turnkey solution.

Key activities and functionalities required include:

• Loyalty Scheme Operation:
• Rewarding customers for purchases across tickets (admission, hospitality, membership) and merchandise.
• Facilitating customer redemption of collected rewards against purchases through HRI Racecourse channels.
• Allowing reward collection and redemption from third-party agencies in different sectors.
• System Integrations:
• Real-time integration with the existing HRI Racecourse Ticketing System (Future Ticketing) via API.
• Integration with the existing HRI Data Warehouse (Two Circles) via API.
• Integration with a new in-house data warehouse being developed by HRI via API.
• Real-time integration with any potential HRI Mobile App via API.
• CRM Functionality:
• Providing HRI Racecourse marketing teams with access to contact loyalty scheme members, directly or indirectly.
• Reporting and Data Analysis:
• Reporting on all customer details, purchase details, and account activity/behaviour for loyalty scheme members.
• Financial reporting on all transactions, including reward collection and spending.
• System Requirements:
• Security: Robust security protocols, restricted data access, audit trails, strong password/login security, Chinese walls for user groups and external systems, SSL for confidential customer information, automatic logout after inactivity, no password cookies, restricted back-end server access, encryption of sensitive data. Full GDPR compliance is mandatory.
• Reliability: Continuous database backup and updates, stable container and operating system.
• Availability: 24x7 availability for web browser access.
• Maintainability: Modular software design, efficient maintenance procedures.
• Portability: HTML and scripting language-based, accessible via any web browser on PC, laptops, mobile devices, and PDAs.
• Accessibility: Web-based application, handicap access provision.
• Back-up: Regular backups of all system data for restoration.
• Training: Provision of training to relevant individuals, with all training materials supplied in hard and soft copy.
• Contract Management: Nomination of a senior contract manager responsible for operational staff relationships, progress meetings, performance monitoring, KPI facilitation, ongoing reporting, and communication on development roadmaps and market updates.

The service contract is open to HRI subsidiaries and other organisations with a funding or governance relationship with HRI, including Cork and The Curragh Racecourses. HRI reserves the right to use the contract for other industry bodies it is involved in.

3. Background & buyer context

Horse Racing Ireland (HRI) introduced a loyalty scheme to enhance customer retention and acquisition, increase digital engagement, and gain valuable insights into customer behaviour. This procurement seeks to appoint an established provider to continue and enhance this scheme. The current agreement expires on 3rd December 2026, necessitating a new contract to ensure service continuity. The scheme is intended to cover multiple HRI Racecourses, including Leopardstown, Fairyhouse, Navan, and Tipperary, with potential expansion to Cork and The Curragh. The initiative aligns with HRI's strategy to deepen customer relationships and leverage data for commercial advantage.

4. Eligibility & selection criteria

Bidders must meet the following minimum requirements to be considered:

• Turnover requirement: A minimum average annual turnover of €40,000 in any one of the three preceding financial years.
• Insurance:
• Employer’s Liability: €13 million in any one occurrence.
• Public/Product Liability: €6.5 million in any one occurrence.
• Cyber: Not specified for this tender.
• Motor: Not specified for this tender.
• Professional Indemnity: Not specified for this tender.
• Certifications: Not specified for this tender.
• Past experience: Not specified for this tender.
• Personnel: Not specified for this tender.
• Geographic / facility constraints: Not specified for this tender.

5. Award criteria & scoring

The contract will be awarded based on the Most Economically Advantageous Tender (MEAT). The evaluation process involves two stages: initial review of self-declaration forms for completeness, followed by assessment against award criteria. Tenderers meeting minimum requirements will then be evaluated against award criteria to identify the MEAT. The tenderer with the lowest notional ultimate cost submission that also meets all minimum requirements will achieve the highest score for the cost criterion.

Criterion Weight (%) Sub-criteria