--- title: "Expression of Interest for Provision of Customer Relations Service Provider" ocid: "ocds-b5fd17-8da6d268-2246-4a61-a7d4-efaa534b25df" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-8da6d268-2246-4a61-a7d4-efaa534b25df" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-8da6d268-2246-4a61-a7d4-efaa534b25df.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-8da6d268-2246-4a61-a7d4-efaa534b25df.json" source: "Contracts Finder" current_stage: "Planning" buyer: "GOVIA THAMESLINK RAILWAY LTD" published: "2021-03-17" --- # Expression of Interest for Provision of Customer Relations Service Provider Buyer: GOVIA THAMESLINK RAILWAY LTD Current stage: Planning OCID: ocds-b5fd17-8da6d268-2246-4a61-a7d4-efaa534b25df [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-8da6d268-2246-4a61-a7d4-efaa534b25df) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-8da6d268-2246-4a61-a7d4-efaa534b25df.json) ## Summary The procurement process initiated by Govia Thameslink Railway Ltd involves an Expression of Interest for the provision of Customer Relations Service Provider. The tender is currently in the planning stage and is related to the customer services industry, specifically focusing on call centre operations. Interested parties should note that the deadline for submitting expressions of interest is 12th April 2021. The contract is set to commence on 1st December 2021 and will run until 30th November 2024, with a minimum contract value of £7 million and a total estimated value of £12 million over the period. This procurement presents significant opportunities for businesses skilled in customer service operations, particularly those specialising in call centre solutions and CRM integration. Companies that can demonstrate flexibility and innovation in customer engagement strategies, as well as experience in aligning their services with established CRM systems like Microsoft Dynamics, will be well positioned to compete. The emphasis on providing a robust and responsive customer service framework aligns with market needs, making this tender attractive for SMEs looking to expand their business partnerships with major transport organisations. ## Notice NOTE: EXPRESSION OF INTEREST CLOSES 12th April 2021 PQQ -forecasted date of issue- 13th April 2021 Further information is contained within the Expressions of Interests file attached. GTR currently have an outsourced contact centre solution which operates between the hours of 07:00 - 22:00, Monday - Friday. This contract commenced in 2015 and there have been multiple business changes since the inception of the contract. The business has recently invested in its own CRM tool within Microsoft Dynamics which has been implemented and stabilised over the past 18 months. There are multiple avenues of customer contact including whitemail, email, webforms and telephone which support a variety of business functions including refunds, retail, assisted travel and delay repay. The purpose of this tender is to gain a partner to help GTR deliver a best in class customer contact centre solution that will deliver:- * Service to align with GTR's CRM strategy * Flexibility to scale up and down during times of "disaster" incl. stringent DR process * Alignment to GTR's vision/values/strategic pillars * Suitable and relevant SLA's/KPI's to drive the right behaviours * Relevant and future proof innovation * Accessibility and agility * Strong customer focus and strong partnership with GTR * Capability to integrate/utilise GTR's CRM within Microsoft Dynamics NOTE: 17th March 2021- EOI Please note the EOI incorrectly states the service is Monday to Friday. The actual service is 7 (seven) days a week. The operating hours are the same each day - 7am to 10pm. Additional information: 16.03.2021 We have experienced some issues with the e-mail account. These have now been resolved. Please send your expression of interests to: adrian.jones@gtrailway.com In the unlikely event the problem reoccurs, to ensure your expression of interest in captured, can you please CC: nicole.conyers@gtrailway.com many thanks. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b8ab792f-e675-461a-9afa-4667aa5c0afb | | Notice type | Planned Procurement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Selective | | Procurement method details | Competitive procedure with negotiation (above threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 17 Mar 2021 | | Submission deadline | Not specified | | Future notice date | 13 Apr 2021 | | Award date | Not specified | | Contract period | 1 Dec 2021 - 30 Nov 2024 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £12,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | GOVIA THAMESLINK RAILWAY LTD | | Locality | LONDON | | Post town | Central London | | Postcode | EC3R 8AJ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | City of London | | Electoral ward | Bridge | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79342300 - Customer services - 79512000 - Call centre ## Release History - 17 Mar 2021 at 17:08 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/b8ab792f-e675-461a-9afa-4667aa5c0afb - 16 Mar 2021 at 09:28 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/b8ab792f-e675-461a-9afa-4667aa5c0afb - 12 Mar 2021 at 17:04 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/b8ab792f-e675-461a-9afa-4667aa5c0afb - 12 Mar 2021 at 15:29 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/b8ab792f-e675-461a-9afa-4667aa5c0afb - 12 Mar 2021 at 15:26 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/b8ab792f-e675-461a-9afa-4667aa5c0afb ## Documents - https://www.contractsfinder.service.gov.uk/Notice/b8ab792f-e675-461a-9afa-4667aa5c0afb 17th March 2021 - Future opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/2b80ac77-356f-468b-8089-b544a487a23a Further detail around the objective and opportunity ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. 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