Planning

TfL 95743 Contact Centre Outsourced Services FWC

TRANSPORT FOR LONDON

This public procurement record has 1 release in its history.

Planning

28 Jun 2021 at 14:49

Market Engagement Notice
Summary of the contracting process

The procurement process titled "TfL 95743 Contact Centre Outsourced Services FWC" is being conducted by Transport for London (TfL). This initiative falls under the business services industry and is currently at the planning stage. Key dates include an engagement end date set for 15th July 2021. The project has an estimated budget of £60 million and aims to establish a framework for outsourcing contact centre services, better management, and execution of customer inquiries throughout England.

This tender presents significant opportunities for businesses, particularly those specialising in customer service management, contact centre operations, and outsourcing solutions. Companies capable of delivering high-quality services at competitive costs would find themselves well-suited to participate. As the contract will be divided into various lots, businesses with the capacity to handle diverse services, such as managing inquiries related to Oyster cards and Contactless Payment Cards, are encouraged to engage in the upcoming Bidder Event scheduled for September, which aims to foster market awareness and encourage registrations of interest.

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Notice Information

Notice Title

TfL 95743 Contact Centre Outsourced Services FWC

Notice Description

This Prior Information Notice is not a call for competition nor a part of a formal procurement process. The main aim of this Prior Information Notice is to raise market awareness of a future requirement and to invite interested suppliers to register their interest in participating in the Market Sounding Questionnaire (MSQ) as well as attending a potential Bidder Event which will take place in September.The new Transport for London (TfL) Contact Centre Outsourcing Framework will provide route to market to re-tender outsourced contracts in a timely manner to suppliers who can provide the service at the required quality and competitive cost. Note there will be no minimum volumes guarantees in the call off contracts. The intention is for work to be allocated into separate batches (lots ) and shared across a number of third party suppliers. Information about the lots will be given at a later stage of the procurement process. These outsourced contracts will successfully provide customer service to circa 3 million customers per year over three main channels which are: contact handling (defined as an interaction between a customer and a contact centre) by answering phone enquiries, written customer correspondence and the fulfilment requests such as posting Oyster cards. Contracted services cover but are not limited to well established Oyster card enquiries, the increasing use of Contactless Payment Card on the TfL network as well as Santander Cycle Hires. two.3) Estimated date of publication of contract notice

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/1d96db6e-25d1-4bcd-9929-20245591d3df
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Market Engagement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

Notice Value(s)

Tender Value
£60,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
28 Jun 20214 years ago
Submission Deadline
Not specified
Future Notice Date
15 Jul 2021Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
TRANSPORT FOR LONDON
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SE1 8NJ
Post Town
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI44 Lewisham and Southwark
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Southwark
Electoral Ward
Borough & Bankside
Westminster Constituency
Bermondsey and Old Southwark

Further Information

Notice Documents

Notice URLs

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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