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TfL 95743 Contact Centre Outsourced Services Framework

Transport for London

This public procurement record has 2 releases in its history.

Award

05 Oct 2023 at 13:42

Award Notice
Tender

27 May 2022 at 16:12

Tender Notice
Summary of the contracting process

Transport for London has awarded a contract for Contact Centre Outsourced Services. The title of the contract is "TfL 95743 Contact Centre Outsourced Services Framework." The contract falls under the services category with a main procurement focus on call centre services. The procurement stage was completed with multiple lots including contact handling, correspondence, card fulfillment, and technology. The contract was signed on May 1, 2023, and is currently active with suppliers like Journeycall Ltd and Marston Holdings providing services.

This tender by Transport for London presents opportunities for business growth in the call centre services industry. Businesses suited for this opportunity would include those specializing in contact handling, technology support, and fulfillment services. The tender process has awarded contracts to suppliers of varying scales, from small to large enterprises. The framework includes multiple lots providing a diverse range of services under the contract, creating a competitive landscape for businesses to explore and participate in. The deadline for the tender was on October 5, 2023.

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Notice Information

Notice Title

TfL 95743 Contact Centre Outsourced Services Framework

Notice Description

This is

Lot Information

Lot 01

Lot 1 - Full Contact Centre Services Telephony Correspondence Fulfilment Technology, Support & Development

Lot 02

Lot 2 - Contact Handling Telephony Correspondence

Lot 03

Lot 3 - Fulfilment Fulfilment - Cards and Keys

Lot 04

Lot 4 - Tech support Technology, support, and development

Contact Centre Outsourced Service - Lot A - Full Service

Contact Centre Full Service to include Call Handling, Correspondence and Card Fulfilment and Technology

Contact Centre Outsourced Service - Lot B - Contact Handling

Contact Centre - Call Handling

Contact Centre Outsourced Service - Lot C - Fulfilment

Contact Centre - Fulfilment (Correspondence and Card Handling)

Contact Centre Outsourced Services - Lot D - Technology

Contact Centre - Technology

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-034117
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/029404-2023
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Large, SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79500000 - Office-support services

79510000 - Telephone-answering services

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
5 Oct 20232 years ago
Submission Deadline
1 Jul 2022Expired
Future Notice Date
Not specified
Award Date
1 May 20233 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Active, Cancelled
Awards Status
Active
Contracts Status
Active

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

Supplier Information

Number of Suppliers
9
Supplier Names

Capita Business Services

Capita Business Services Limited

Charles Novacroft

HGS Ltd

Journeycall Limited

Journeycall Ltd

Marston Holdings

Orbis Protect

ResQ Limited

Further Information

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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