--- title: "TfL 95743 Contact Centre Outsourced Services Framework" ocid: "ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2.json" source: "Contracts Finder" current_stage: "Tender" buyer: "TRANSPORT FOR LONDON" published: "2022-05-27" --- # TfL 95743 Contact Centre Outsourced Services Framework Buyer: TRANSPORT FOR LONDON Current stage: Tender OCID: ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2.json) ## Summary The Transport for London (TfL) is currently conducting a selective procurement for the "TfL 95743 Contact Centre Outsourced Services Framework," which falls under the services industry category, primarily focused on call centre operations. Located in London, the tender is active, with the submission deadline set for 1st July 2022. The contract period is scheduled to commence on 15th May 2023 and will run until 8th January 2027, with a total estimated value of £68 million. This framework will consist of multiple lots, including Full Contact Centre Services, Contact Handling, Fulfilment, and Tech Support. This tender presents significant growth opportunities particularly for businesses specialising in call centre services, customer interaction management, and related fulfillment operations. Companies that may be well-suited to compete are those with experience in providing comprehensive support solutions, including technology integration capabilities. As the framework may be extended for use by other members of the Greater London Authority Group, successful bidders could potentially secure long-term contracts and expand their market reach in the services sector. ## Notice This opportunity is on the Pro-Contract Portal which can be found at: 1) https://procontract.due-north.com Look for Transport for London 2) Your organisation will need to register if your company has not yet done so. 3)a) Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greater London Authority (GLA) under the direction of the Mayor of London and as provider of transport services. Thescope of the proposed services may encompass activities within the scope of both Directive 2014/24/EU of the European Parliament and of the Council and Directive 2014/25//EU of the European Parliament and of the Council (Services to be provided in relation to activities will not be subject to a separate notice, the services maybe provided to TfL and/or its subsidiaries and may also encompass London Regional Transport (LRT) and/ ort he GLA and any of the functional bodies). b) Further information on TfL may be found at www.tfl.gov.uk and https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information c) Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries. d) The awarding authority reserves the right withdraw from the procurement process and/or not to award any contract as a result of the competition called tot by this notice and the awarding authority shall not be liable for any costs or expenses incurred by any candidates in considering and/or responding to the procurement process. e) All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in GBP and all payments under the contract will be made in sterling. TfL 95743 Contact Centre Outsourced Services Framework This is a competitive procurement for Framework for Contact Centres and Fulfilment Services. These Service will include contact handling (defined as an interaction between a customer and a contract centre) and fulfiment. The Framework will be valid for up to 6 years. Other members of the GLA (Greater London Authority) Group may at a later stage choose to call off from these services in the future.. This Framework will have the following Lots Lot 1 - Full Contact Centre Services Lot 2 - Contact Handling Lot 3 - Fulfilment Lot 4 - Tech support This opportunity is on the Pro-Contract Portal which can be found at: 1) https://procontract.due-north.com Look for Transport for London 2) Your organisation will need to register if your company has not yet done so. 3)a) Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greater London Authority (GLA) under the direction of the Mayor of London and as provider of transport services. Thescope of the proposed services may encompass activities within the scope of both Directive 2014/24/EU of the European Parliament and of the Council and Directive 2014/25//EU of the European Parliament and of the Council (Services to be provided in relation to activities ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/cac689e0-8887-4780-915d-8b2ad903673c | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 27 May 2022 | | Submission deadline | 1 Jul 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 14 May 2023 - 8 Jan 2027 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £68,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | 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 - 79512000 - Call centre ## Release History - 27 May 2022 at 15:15 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/cac689e0-8887-4780-915d-8b2ad903673c ## Documents - https://www.contractsfinder.service.gov.uk/Notice/cac689e0-8887-4780-915d-8b2ad903673c 27th May 2022 - Opportunity notice on Contracts Finder ## Notice URLs - https://procontract.due-north.com - https://tfl.gov.uk - https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information ## 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-e1489bee-c2d2-4c18-b932-5d0365fc7af2. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-e1489bee-c2d2-4c18-b932-5d0365fc7af2.json.