--- title: "TfL 95743 Contact Centre Outsourced Services FWC" ocid: "ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314.json" source: "Contracts Finder" current_stage: "Planning" buyer: "TRANSPORT FOR LONDON" published: "2021-06-28" --- # TfL 95743 Contact Centre Outsourced Services FWC Buyer: TRANSPORT FOR LONDON Current stage: Planning OCID: ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314.json) ## Summary The procurement process titled "TfL 95743 Contact Centre Outsourced Services FWC" is being conducted by Transport for London (TfL). This initiative falls under the business services industry and is currently at the planning stage. Key dates include an engagement end date set for 15th July 2021. The project has an estimated budget of £60 million and aims to establish a framework for outsourcing contact centre services, better management, and execution of customer inquiries throughout England. This tender presents significant opportunities for businesses, particularly those specialising in customer service management, contact centre operations, and outsourcing solutions. Companies capable of delivering high-quality services at competitive costs would find themselves well-suited to participate. As the contract will be divided into various lots, businesses with the capacity to handle diverse services, such as managing inquiries related to Oyster cards and Contactless Payment Cards, are encouraged to engage in the upcoming Bidder Event scheduled for September, which aims to foster market awareness and encourage registrations of interest. ## Notice This Prior Information Notice is not a call for competition nor a part of a formal procurement process. The main aim of this Prior Information Notice is to raise market awareness of a future requirement and to invite interested suppliers to register their interest in participating in the Market Sounding Questionnaire (MSQ) as well as attending a potential Bidder Event which will take place in September.The new Transport for London (TfL) Contact Centre Outsourcing Framework will provide route to market to re-tender outsourced contracts in a timely manner to suppliers who can provide the service at the required quality and competitive cost. Note there will be no minimum volumes guarantees in the call off contracts. The intention is for work to be allocated into separate batches (lots ) and shared across a number of third party suppliers. Information about the lots will be given at a later stage of the procurement process. These outsourced contracts will successfully provide customer service to circa 3 million customers per year over three main channels which are: contact handling (defined as an interaction between a customer and a contact centre) by answering phone enquiries, written customer correspondence and the fulfilment requests such as posting Oyster cards. Contracted services cover but are not limited to well established Oyster card enquiries, the increasing use of Contactless Payment Card on the TfL network as well as Santander Cycle Hires. two.3) Estimated date of publication of contract notice ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1d96db6e-25d1-4bcd-9929-20245591d3df | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 28 Jun 2021 | | Submission deadline | Not specified | | Future notice date | 15 Jul 2021 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £60,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | TRANSPORT FOR LONDON | | Locality | LONDON | | Post town | South East London | | Postcode | SE1 8NJ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI44 Lewisham and Southwark | | Local authority | Southwark | | Electoral ward | Borough & Bankside | | Westminster constituency | Bermondsey and Old Southwark | | Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79000000 - Business services: law, marketing, consulting, recruitment, printing and security ## Release History - 28 Jun 2021 at 14:49 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/1d96db6e-25d1-4bcd-9929-20245591d3df ## Documents - https://www.contractsfinder.service.gov.uk/Notice/1d96db6e-25d1-4bcd-9929-20245591d3df 28th June 2021 - Early engagement notice on Contracts Finder ## Notice URLs - https://tfl.gov.uk ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-65209d7f-02fa-4111-8fb7-d69d915e9314.json.