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Customer Contact Centre

Thameslink Southern Great Northern Limited (TSGN)

This public procurement record has 2 releases in its history.

Award

13 Oct 2026 at 09:02

UK6 - Contract Award Notice
Award

30 Sep 2026 at 15:26

UK5 - Transparency Notice
Summary of the contracting process

Thameslink Southern Great Northern Limited (TSGN), trading as GTR, procured outsourced customer contact centre and help desk services. The service handles customer contacts in a demand-led environment, with staffing requirements changing in response to contact volumes, rail service disruptions, service changes and other unplanned events. The contract includes customer service and call centre activity. Delivery is in the United Kingdom; the listed delivery location is not more specific. The buyer’s requirement is for an operating contact centre service whose resourcing can respond to variable demand and changing rail operations, rather than a fixed-volume service.

The procurement is complete and the contract was awarded to Concentrix TSC UK Ltd. The award value is £8.4 million gross. The contract period runs from 24 October 2026 to 16 October 2028, with a scheduled signature date of 23 October 2026. TSGN used a direct award, citing uncertainty about contact-centre regionalisation, rail reform and the transfer of train operators into public ownership. It said a competitive procurement could produce a solution misaligned with future operating models, while extending the existing service would maintain continuity, avoid mobilisation and transition costs, limit disruption and allow industry arrangements to become clearer. The single lot is complete. The award provides for enhanced functionality in the software platform and service offerings.

For a future requirement from TSGN, a credible provider would need to operate outsourced customer contact and help desk services for rail passengers, with the capacity to scale staffing as contact volumes fluctuate and respond to disruption, service changes and unplanned events. The awarded supplier is a large company, indicating that this requirement was placed with a provider able to deliver at substantial operational scale. The service also involves a software platform, with enhanced functionality included as an option, so relevant capability would extend beyond handling customer enquiries to supporting the contact-centre technology and service offer. The buyer’s stated emphasis on continuity and avoiding mobilisation and transition costs also shows the importance of dependable ongoing operations and an orderly handover.

How relevant is this notice?

Notice Information

Notice Title

Customer Contact Centre

Notice Description

GTR is seeking to appoint a provider to deliver the contact help desk services. Provision of outsourced customer contact centre services. The service operates in a demand-led environment, with resource requirements varying in response to customer contact volumes, operational disruptions, service changes and other ad hoc or unplanned events.

Procurement Information

GTR has considered whether a competitive procurement exercise should be undertaken. However, due to ongoing uncertainty regarding the future regionalisation of contact centres, wider rail reform, and the transition of Train Operating Companies into public ownership, there is insufficient clarity regarding future customer service operating models. Conducting a procurement at this stage could result in a solution that does not align with future industry requirements and may not provide value for money. The proposed extension will provide continuity of service, negate a mobilisation period and transition costs, minimise operational disruption, and allow time for the future direction of industry arrangements to become clearer.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-077dda
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/096345-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Direct
Procurement Method Details
Direct award
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79342300 - Customer services

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£8,400,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
13 Oct 20262 days ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
13 Oct 20262 days ago
Contract Period
24 Oct 2026 - 16 Oct 2028 1-2 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Thameslink Southern Great Northern Limited (TSGN)
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
EC3R 8AJ
Postcode Area
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
City of London
Electoral Ward
Bridge
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

CONCENTRIX TSC UK LTD

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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