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Customer Contact Centre

Thameslink Southern Great Northern Limited (TSGN)

This public procurement record has 1 release in its history.

Award

30 Sep 2026 at 15:26

UK5 - Transparency Notice
Summary of the contracting process

Thameslink Southern Great Northern Limited (TSGN) is buying outsourced customer contact centre services for its GTR rail operations. The provider delivers customer help-desk support in a demand-led environment, with staffing needs changing in response to customer contact volumes, operational disruption, service changes and other unplanned events. The service includes customer services and call-centre work. Delivery is in the United Kingdom. The requirement is for an established contact-centre operation able to handle variable workloads and maintain customer support through changing operational conditions.

The procurement is complete and an award has been made to Concentrix TSC UK Ltd through a direct award. The stated gross award value is £8.4 million. The contract period runs from 17 October 2026 to 16 October 2028, with a future signature scheduled for 16 October 2026. TSGN chose an extension rather than a competitive procurement because uncertainty about regionalisation of contact centres, rail reform and the move of train operators into public ownership leaves future customer service models unclear. The extension is intended to maintain continuity, avoid mobilisation and transition costs, reduce disruption and allow time for industry arrangements to become clearer. Enhanced functionality for the service platform and service offerings is an option.

For suppliers preparing for a future requirement from TSGN, this award demonstrates demand for outsourced rail customer contact-centre services, with capacity that can flex as contact volumes and operational conditions change. A credible provider would need to scale staffing in response to disruption, timetable or service changes, and unplanned events while maintaining consistent customer help-desk support. Experience supporting a complex, changing rail operating environment and the ability to adapt service delivery and platform functionality would be relevant. The direct award was justified by the need for continuity and avoidance of mobilisation and transition costs during industry change, so a competitor would need to show how it could manage transition and protect service continuity as well as operate the contact centre.

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/092491-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK5 - Transparency 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
30 Sep 20266 days ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
17 Oct 2026 - 16 Oct 2028 2-3 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)

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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