Tender

TfL 95743 Contact Centre Outsourced Services Framework

TRANSPORT FOR LONDON

This public procurement record has 1 release in its history.

Tender

27 May 2022 at 15:15

Tender Notice
Summary of the contracting process

The Transport for London (TfL) is currently conducting a selective procurement for the "TfL 95743 Contact Centre Outsourced Services Framework," which falls under the services industry category, primarily focused on call centre operations. Located in London, the tender is active, with the submission deadline set for 1st July 2022. The contract period is scheduled to commence on 15th May 2023 and will run until 8th January 2027, with a total estimated value of £68 million. This framework will consist of multiple lots, including Full Contact Centre Services, Contact Handling, Fulfilment, and Tech Support.

This tender presents significant growth opportunities particularly for businesses specialising in call centre services, customer interaction management, and related fulfillment operations. Companies that may be well-suited to compete are those with experience in providing comprehensive support solutions, including technology integration capabilities. As the framework may be extended for use by other members of the Greater London Authority Group, successful bidders could potentially secure long-term contracts and expand their market reach in the services sector.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

TfL 95743 Contact Centre Outsourced Services Framework

Notice Description

This opportunity is on the Pro-Contract Portal which can be found at: 1) https://procontract.due-north.com Look for Transport for London 2) Your organisation will need to register if your company has not yet done so. 3)a) Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greater London Authority (GLA) under the direction of the Mayor of London and as provider of transport services. Thescope of the proposed services may encompass activities within the scope of both Directive 2014/24/EU of the European Parliament and of the Council and Directive 2014/25//EU of the European Parliament and of the Council (Services to be provided in relation to activities will not be subject to a separate notice, the services maybe provided to TfL and/or its subsidiaries and may also encompass London Regional Transport (LRT) and/ ort he GLA and any of the functional bodies). b) Further information on TfL may be found at www.tfl.gov.uk and https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information c) Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries. d) The awarding authority reserves the right withdraw from the procurement process and/or not to award any contract as a result of the competition called tot by this notice and the awarding authority shall not be liable for any costs or expenses incurred by any candidates in considering and/or responding to the procurement process. e) All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in GBP and all payments under the contract will be made in sterling. TfL 95743 Contact Centre Outsourced Services Framework This is a competitive procurement for Framework for Contact Centres and Fulfilment Services. These Service will include contact handling (defined as an interaction between a customer and a contract centre) and fulfiment. The Framework will be valid for up to 6 years. Other members of the GLA (Greater London Authority) Group may at a later stage choose to call off from these services in the future.. This Framework will have the following Lots Lot 1 - Full Contact Centre Services Lot 2 - Contact Handling Lot 3 - Fulfilment Lot 4 - Tech support This opportunity is on the Pro-Contract Portal which can be found at: 1) https://procontract.due-north.com Look for Transport for London 2) Your organisation will need to register if your company has not yet done so. 3)a) Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greater London Authority (GLA) under the direction of the Mayor of London and as provider of transport services. Thescope of the proposed services may encompass activities within the scope of both Directive 2014/24/EU of the European Parliament and of the Council and Directive 2014/25//EU of the European Parliament and of the Council (Services to be provided in relation to activities

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/cac689e0-8887-4780-915d-8b2ad903673c
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Restricted procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£68,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
27 May 20223 years ago
Submission Deadline
1 Jul 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
14 May 2023 - 8 Jan 2027 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
TRANSPORT FOR LONDON
Contact Name
Kevin Reilly
Contact Email
kevinreilly@tfl.gov.uk
Contact Phone
+44 11111

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

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2-2022-05-27T16:15:43+01:00",
    "date": "2022-05-27T16:15:43+01:00",
    "ocid": "ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "TFL001-DN590622-25668576",
        "title": "TfL 95743 Contact Centre Outsourced Services Framework",
        "description": "This opportunity is on the Pro-Contract Portal which can be found at: 1) https://procontract.due-north.com Look for Transport for London 2) Your organisation will need to register if your company has not yet done so. 3)a) Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greater London Authority (GLA) under the direction of the Mayor of London and as provider of transport services. Thescope of the proposed services may encompass activities within the scope of both Directive 2014/24/EU of the European Parliament and of the Council and Directive 2014/25//EU of the European Parliament and of the Council (Services to be provided in relation to activities will not be subject to a separate notice, the services maybe provided to TfL and/or its subsidiaries and may also encompass London Regional Transport (LRT) and/ ort he GLA and any of the functional bodies). b) Further information on TfL may be found at www.tfl.gov.uk and https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information c) Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries. d) The awarding authority reserves the right withdraw from the procurement process and/or not to award any contract as a result of the competition called tot by this notice and the awarding authority shall not be liable for any costs or expenses incurred by any candidates in considering and/or responding to the procurement process. e) All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in GBP and all payments under the contract will be made in sterling. TfL 95743 Contact Centre Outsourced Services Framework This is a competitive procurement for Framework for Contact Centres and Fulfilment Services. These Service will include contact handling (defined as an interaction between a customer and a contract centre) and fulfiment. The Framework will be valid for up to 6 years. Other members of the GLA (Greater London Authority) Group may at a later stage choose to call off from these services in the future.. This Framework will have the following Lots Lot 1 - Full Contact Centre Services Lot 2 - Contact Handling Lot 3 - Fulfilment Lot 4 - Tech support This opportunity is on the Pro-Contract Portal which can be found at: 1) https://procontract.due-north.com Look for Transport for London 2) Your organisation will need to register if your company has not yet done so. 3)a) Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greater London Authority (GLA) under the direction of the Mayor of London and as provider of transport services. Thescope of the proposed services may encompass activities within the scope of both Directive 2014/24/EU of the European Parliament and of the Council and Directive 2014/25//EU of the European Parliament and of the Council (Services to be provided in relation to activities",
        "datePublished": "2022-05-27T16:15:43+01:00",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "79512000",
            "description": "Call centre"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "England",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 68000000,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Restricted procedure",
        "tenderPeriod": {
            "endDate": "2022-07-01T12:00:00+01:00"
        },
        "contractPeriod": {
            "startDate": "2023-05-15T00:00:00+01:00",
            "endDate": "2027-01-08T23:59:59Z"
        },
        "suitability": {
            "sme": false,
            "vcse": false
        },
        "mainProcurementCategory": "services",
        "documents": [
            {
                "id": "1",
                "documentType": "tenderNotice",
                "description": "Opportunity notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/cac689e0-8887-4780-915d-8b2ad903673c",
                "datePublished": "2022-05-27T16:15:43+01:00",
                "format": "text/html",
                "language": "en"
            }
        ]
    },
    "parties": [
        {
            "id": "GB-CFS-85240",
            "name": "Transport for London",
            "identifier": {
                "legalName": "Transport for London"
            },
            "address": {
                "streetAddress": "Palestra, 197 Blackfriars Road",
                "locality": "London",
                "postalCode": "SE1 8NJ",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Kevin Reilly",
                "email": "kevinreilly@tfl.gov.uk",
                "telephone": "+44 11111"
            },
            "details": {
                "url": "https://tfl.gov.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-85240",
        "name": "Transport for London"
    }
}