Planning

Future Procurement of Customer Contact Platform and Associated Services

TRANSPORT FOR GREATER MANCHESTER

This public procurement record has 1 release in its history.

Planning

03 Jun 2026 at 08:48

UK3 - Planned Procurement Notice
Summary of the contracting process

Transport for Greater Manchester (TfGM) is planning a procurement process for a new Customer Contact Platform and Associated Services, which aims to enhance customer experience and operational efficiency within the transport sector. This procurement falls under the services category and is relevant to software package and information systems, as well as IT services. The procurement method is an open procedure, welcoming bids until the submission deadline on 30 September 2026. The procurement process is currently in the planning stage, with further notices anticipated by 1 September 2026. Key dates include the award period ending on 1 January 2027 and the contract period starting from 1 April 2027, with an extension option available until 31 March 2032. The project is set within the UK, specifically Greater Manchester.

This tender offers extensive business growth opportunities, particularly for firms specialising in IT services and software solutions. Businesses capable of providing a cloud-based customer contact platform with multi-channel communication support will find ample opportunity here. The contract's suitability for small and medium enterprises (SMEs) and its potential extensions provide a significant market engagement prospect. Companies with a track record in cloud solutions and comprehensive service support in the public transport domain are well-suited to compete in this tender, contributing to an improved public transport experience across a complex, multi-modal environment.

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Notice Information

Notice Title

Future Procurement of Customer Contact Platform and Associated Services

Notice Description

Transport for Greater Manchester (TfGM) intends to undertake a future procurement to support the development and delivery of a modern customer contact capability. This is expected to include the provision of a cloud-based customer contact platform, supporting multiple communication channels, alongside associated implementation and service support. The future capability is intended to support improved customer experience, operational efficiency, and service delivery across a complex, multi-modal transport environment.

Lot Information

Lot 1

Renewal: Extensions to allow a re-assessment of the services and allowing the authority to go back out to market

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06ac0e
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/052163-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK3 - Planned Procurement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

CPV Codes

48000000 - Software package and information systems

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

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

Notice Dates

Publication Date
3 Jun 2026Yesterday
Submission Deadline
30 Sep 20264 months to go
Future Notice Date
1 Sep 20263 months to go
Award Date
Not specified
Contract Period
31 Mar 2027 - 31 Mar 2031 4-5 years
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 GREATER MANCHESTER
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MANCHESTER
Postcode
M1 3BG
Post Town
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD33 Manchester
Delivery Location
Not specified
Local Authority
Manchester
Electoral Ward
Piccadilly
Westminster Constituency
Manchester Central

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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