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Out-of-Hours Customer Support Services

Transport for Wales Rail Limited (Utility Buyer)

This public procurement record has 2 releases in its history.

Award

26 Nov 2025 at 12:39

UK6 - Contract Award Notice
Tender

24 Sep 2025 at 08:37

UK4 - Tender Notice
Summary of the contracting process

Transport for Wales Rail Limited, operating under the role of Utility Buyer, has completed an open procurement process for the provision of Out-of-Hours Customer Support Services. The contract was awarded to Journeycall Limited and is aimed at offering continuous customer support services after standard business hours. The services will include handling customer queries, providing assistance, and managing escalations to ensure customer satisfaction. Based in Pontypridd, Wales, the contract under Welsh devolved regulations will commence on 1st January 2026 and is set to run until the end of 2028, with potential extensions until 2030. The procurement followed an open competition below the threshold, involving a planned contract signing by 8th December 2025, with the initial award taking place on 24th November 2025.

This tender presents significant opportunities for businesses in the customer support and telecommunications sectors. Companies capable of delivering bilingual support in both English and Welsh, with expertise in CRM system integration and customer satisfaction tracking, are particularly well-suited to provide these services. The availability of optional extension periods offers additional growth potential for suppliers who can demonstrate continuous excellence in service delivery. The total contract value, with renewal options extending further, represents a substantial business opportunity in the UK services industry, particularly for firms able to leverage technology to enhance customer experience while ensuring regulatory compliance.

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Notice Information

Notice Title

Out-of-Hours Customer Support Services

Notice Description

This contract is for the provision of Out of Hours Customer Support Services to ensure continuous support for customers outside standard business hours. The service includes handling inbound customer queries, providing assistance, and escalating issues as required to maintain service continuity and customer satisfaction.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05a090
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/077225-2025
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Below threshold - open competition
Tender Suitability
SME, VCSE
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

72 - IT services: consulting, software development, Internet and support

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

CPV Codes

64200000 - Telecommunications services

72253000 - Helpdesk and support services

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

79510000 - Telephone-answering services

79512000 - Call centre

Notice Value(s)

Tender Value
£208,000 £100K-£500K
Lots Value
£208,000 £100K-£500K
Awards Value
£166,400 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
26 Nov 20259 months ago
Submission Deadline
24 Oct 2025Expired
Future Notice Date
Not specified
Award Date
24 Nov 20259 months ago
Contract Period
1 Jan 2026 - 31 Dec 2028 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Transport for Wales Rail Limited (Utility Buyer)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
PONTYPRIDD
Postcode
CF37 4TH
Postcode Area
Cardiff
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL51 Central Valleys and Bridgend
Delivery Location
Not specified
Local Authority
Rhondda Cynon Taf
Electoral Ward
Pontypridd Town
Westminster Constituency
Pontypridd

Supplier Information

Number of Suppliers
1
Supplier Name

Journeycall Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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