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Passenger Assist Contact Handling

TRANSPORT FOR LONDON

This public procurement record has 1 release in its history.

Award

10 Aug 2026 at 14:09

Award Notice
Summary of the contracting process

Transport for London procured passenger assistance contact handling services in London. The requirement is classified as telephone-answering services and sits within the wider services category. It concerns handling contacts connected with passenger assistance, supporting people who need assistance when using TfL transport services. The buyer is Transport for London. The selected supplier, Journeycall Limited, is based in Dundee, Scotland, while delivery is in London. The opportunity is relevant to businesses providing telephone contact centres, passenger assistance helplines or related customer contact services, particularly those able to support public transport users and manage assistance-related enquiries. It is also relevant to smaller businesses, as the procurement was identified as suitable for small and medium-sized enterprises.

The procurement is complete and was awarded on 19 June 2026 to Journeycall Limited for £100,000 including the stated GBP currency. The contract runs from 21 July 2026 to 20 January 2031. It was conducted as a selective call-off competition from TfL95743 Framework, Lot B, for contact handling services, rather than as an open standalone tender. The tender submission deadline was 27 May 2026 at 12:00. The award covers the full passenger assistance contact handling requirement, with one supplier named. Journeycall Limited holds the active award. The procurement used a framework call-off route, so suppliers needed access to the relevant framework lot and to take part in its call-off competition.

This award is evidence of established demand from Transport for London for passenger assistance contact handling delivered through a specialist contact-handling framework. Businesses assessing future opportunities with this buyer should be able to provide telephone-answering and contact-centre services focused on passenger assistance, with processes suited to transport users and a public-sector operating environment. The procurement also shows that TfL uses a selective framework call-off route for this type of requirement, making framework access and the ability to compete through the relevant contact-handling lot commercially important. Smaller businesses are identified as suitable participants, so an SME with credible passenger contact-handling capability may be well placed to pursue comparable TfL requirements when they return to market.

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Notice Information

Notice Title

Passenger Assist Contact Handling

Notice Description

This is an awarded Call-Off contract to Journeycall Limited following a Call-Off competition through TfL95743 Framework Lot B - Contact Handling Services for TfL's Passenger Assistance Contact Handling Services.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7dc892a6-2125-4296-8a07-b59d93e2f5ae
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/8884788c-2651-49a8-9d61-bca38de2c5da
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79510000 - Telephone-answering services

Notice Value(s)

Tender Value
£100,000 £100K-£500K
Lots Value
Not specified
Awards Value
£100,000 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
10 Aug 20262 weeks ago
Submission Deadline
27 May 2026Expired
Future Notice Date
Not specified
Award Date
19 Jun 20262 months ago
Contract Period
21 Jul 2026 - 20 Jan 2031 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
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
E20 1JN
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI41 Hackney and Newham
Delivery Location
TLI London
Local Authority
Newham
Electoral Ward
Stratford Olympic Park
Westminster Constituency
Stratford and Bow

Supplier Information

Number of Suppliers
1
Supplier Name

Journeycall Limited

Further Information

Notice Documents

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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