Planning

Expression of Interest for Provision of Customer Relations Service Provider

GOVIA THAMESLINK RAILWAY LTD

This public procurement record has 5 releases in its history.

Planning

17 Mar 2021 at 17:08

Planned Procurement Notice
Planning

16 Mar 2021 at 09:28

Planned Procurement Notice
Planning

12 Mar 2021 at 17:04

Planned Procurement Notice
Planning

12 Mar 2021 at 15:29

Planned Procurement Notice
Planning

12 Mar 2021 at 15:26

Planned Procurement Notice
Summary of the contracting process

The procurement process initiated by Govia Thameslink Railway Ltd involves an Expression of Interest for the provision of Customer Relations Service Provider. The tender is currently in the planning stage and is related to the customer services industry, specifically focusing on call centre operations. Interested parties should note that the deadline for submitting expressions of interest is 12th April 2021. The contract is set to commence on 1st December 2021 and will run until 30th November 2024, with a minimum contract value of £7 million and a total estimated value of £12 million over the period.

This procurement presents significant opportunities for businesses skilled in customer service operations, particularly those specialising in call centre solutions and CRM integration. Companies that can demonstrate flexibility and innovation in customer engagement strategies, as well as experience in aligning their services with established CRM systems like Microsoft Dynamics, will be well positioned to compete. The emphasis on providing a robust and responsive customer service framework aligns with market needs, making this tender attractive for SMEs looking to expand their business partnerships with major transport organisations.

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Notice Information

Notice Title

Expression of Interest for Provision of Customer Relations Service Provider

Notice Description

NOTE: EXPRESSION OF INTEREST CLOSES 12th April 2021 PQQ -forecasted date of issue- 13th April 2021 Further information is contained within the Expressions of Interests file attached. GTR currently have an outsourced contact centre solution which operates between the hours of 07:00 - 22:00, Monday - Friday. This contract commenced in 2015 and there have been multiple business changes since the inception of the contract. The business has recently invested in its own CRM tool within Microsoft Dynamics which has been implemented and stabilised over the past 18 months. There are multiple avenues of customer contact including whitemail, email, webforms and telephone which support a variety of business functions including refunds, retail, assisted travel and delay repay. The purpose of this tender is to gain a partner to help GTR deliver a best in class customer contact centre solution that will deliver:- * Service to align with GTR's CRM strategy * Flexibility to scale up and down during times of "disaster" incl. stringent DR process * Alignment to GTR's vision/values/strategic pillars * Suitable and relevant SLA's/KPI's to drive the right behaviours * Relevant and future proof innovation * Accessibility and agility * Strong customer focus and strong partnership with GTR * Capability to integrate/utilise GTR's CRM within Microsoft Dynamics NOTE: 17th March 2021- EOI Please note the EOI incorrectly states the service is Monday to Friday. The actual service is 7 (seven) days a week. The operating hours are the same each day - 7am to 10pm. Additional information: 16.03.2021 We have experienced some issues with the e-mail account. These have now been resolved. Please send your expression of interests to: adrian.jones@gtrailway.com In the unlikely event the problem reoccurs, to ensure your expression of interest in captured, can you please CC: nicole.conyers@gtrailway.com many thanks.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-8da6d268-2246-4a61-a7d4-efaa534b25df
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/b8ab792f-e675-461a-9afa-4667aa5c0afb
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planned Procurement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Selective
Procurement Method Details
Competitive procedure with negotiation (above threshold)
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

79342300 - Customer services

79512000 - Call centre

Notice Value(s)

Tender Value
£12,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
17 Mar 20214 years ago
Submission Deadline
Not specified
Future Notice Date
13 Apr 2021Expired
Award Date
Not specified
Contract Period
1 Dec 2021 - 30 Nov 2024 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
GOVIA THAMESLINK RAILWAY LTD
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
EC3R 8AJ
Post Town
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
City of London
Electoral Ward
Bridge
Westminster Constituency
Cities of London and Westminster

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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