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TfL 95743 Contact Centres Outsourced Services FWC

Transport for London

This public procurement record has 1 release in its history.

Planning

16 Jun 2021 at 16:35

Planning Notice
Summary of the contracting process

Transport for London (TfL) is initiating the procurement process for the "TfL 95743 Contact Centres Outsourced Services FWC," which falls within the business services industry sector. This process is currently in the planning stage, with an estimated contract value of £60 million over four years. A Market Sounding Questionnaire (MSQ) is set to be published in early August 2021, and a Bidder Event is planned for September. Interested suppliers are encouraged to register their interest and attend these events to engage with the procurement process effectively.

This tender presents significant opportunities for businesses in the customer service and outsourcing sectors, particularly those with experience in managing contact centre operations and related services. Companies capable of providing high-quality service at competitive prices may find a favourable environment for bidding, as the framework aims to allocate work across multiple third-party suppliers. Engaging in this early stage will be crucial for businesses looking to establish themselves in future procurement activities with TfL, especially with a focus on interacting with approximately 3 million customers annually.

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Notice Information

Notice Title

TfL 95743 Contact Centres 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. This Prior Information Notice is being issued by Transport for London (TfL).

Lot Information

Lot 1

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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-02bcd0
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/013661-2021
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planning Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

30 - Office and computing machinery, equipment and supplies except furniture and software packages

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

CPV Codes

30000000 - Office and computing machinery, equipment and supplies except furniture and software packages

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
16 Jun 20215 years ago
Submission Deadline
Not specified
Future Notice Date
19 Nov 2021Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
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
Postcode Area
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
TLI London
Local Authority
Southwark
Electoral Ward
Borough & Bankside
Westminster Constituency
Bermondsey and Old Southwark

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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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