Award

ScotRail Customer Contact Centre

SCOTRAIL TRAINS LIMITED

This public procurement record has 2 releases in its history.

Summary of the contracting process

ScotRail Trains Limited is seeking suppliers to participate in a tender for the ScotRail Customer Contact Centre. The procurement process aims to enhance customer relations by modernising contact centre services. The tender, in the services category, follows a selective procurement method with the deadline set for April 3, 2024. The buying organisation, based in Glasgow, UK, has specified the need for a fully managed customer contact centre to serve both B2C and B2B clients.

The opportunity presented by this tender is ideal for businesses in the service industry, particularly those experienced in delivering contact centre solutions. Interested parties must comply with the pre-qualification questionnaire submission by the specified deadline. Additionally, the contact centre project offers potential for innovative communication methods, offering a growth opportunity for companies with a focus on customer relations and service enhancement. Suppliers are encouraged to engage via the e-sourcing procurement portal specified by ScotRail Trains Limited.

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Notice Title

ScotRail Customer Contact Centre

Notice Description

ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

Lot Information

Lot 1

ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

Renewal: The proposed contract term is three years initially to 31 March 2028 with four optional 12 month extensions with an end date of 31 March 2032. ScotRail reserves the right to take these extension options in multiple allocations of 12 months.

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000759207
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV543613
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
OJEU - F6 - Contract Award Notice (Utilities)
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Negotiated procedure with prior call for competition
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

79500000 - Office-support services

79510000 - Telephone-answering services

79511000 - Telephone operator services

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£9,309,053 £1M-£10M

Notice Dates

Publication Date
14 Nov 20253 months ago
Submission Deadline
3 Apr 2024Expired
Future Notice Date
Not specified
Award Date
7 Oct 20254 months ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Contracting Authority (Buyer)

Main Buyer
SCOTRAIL TRAINS LIMITED
Contact Name
Not specified
Contact Email
kathleen.gay@scotrail.co.uk
Contact Phone
+44 3448110141

Buyer Location

Locality
GLASGOW
Postcode
G2 6HQ
Post Town
Glasgow
Country
Scotland

Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM3 West Central Scotland
Small Region (ITL 3)
TLM32 Glasgow City
Delivery Location
TLM Scotland

Local Authority
Glasgow City
Electoral Ward
Anderston/City/Yorkhill
Westminster Constituency
Glasgow North

Supplier Information

Number of Suppliers
1
Supplier Name

TELEPERFORMANCE

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR499924
    ScotRail Customer Contact Centre - SRT invites prospective suppliers to participate in this procurement process for a fully managed customer contact centre. SRT is looking to procure contact centre services to enhance its customer relations, smartcard helpline, delay repay and tele sales operations serving B2C and B2B customers. SRT is looking for an innovative partner who, during the life of the contract, can help modernise our contact centre and the methods we use to communicate with our customers. Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx Suppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline.
  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV543613
    ScotRail Customer Contact Centre - ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

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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