---
title: "Concessions Contact Handling Services"
ocid: "ocds-b5fd17-ec370a4d-768b-4d1e-9946-7167cb89c107"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ec370a4d-768b-4d1e-9946-7167cb89c107"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ec370a4d-768b-4d1e-9946-7167cb89c107.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-ec370a4d-768b-4d1e-9946-7167cb89c107.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "TRANSPORT FOR LONDON"
published: "2026-03-04"
---

# Concessions Contact Handling Services

Buyer: TRANSPORT FOR LONDON  
Current stage: Award  
OCID: ocds-b5fd17-ec370a4d-768b-4d1e-9946-7167cb89c107

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-ec370a4d-768b-4d1e-9946-7167cb89c107)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-ec370a4d-768b-4d1e-9946-7167cb89c107.json)

## Summary

Transport for London (TfL) has completed the procurement process for the provision of Contact Handling Services under its Concessionary Travel scheme, designated as tender ID TfL_96840. This contract involves both telephony and written correspondence services and has been awarded to Journeycall Limited, a large-scale supplier. The contract, valued at £14,279,000, will commence on 30th March 2026 and conclude by 29th March 2030. The procurement process followed a selective method involving a call-off from a framework agreement, with the award status being active since 17th February 2026. The industry category falls under CPV code 79512000, which is related to call centre services, and the delivery of services will be within the United Kingdom.

This tender represents significant business growth opportunities, particularly for large-scale companies capable of managing substantial contact handling operations. Although small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) were not deemed suitable, businesses with existing infrastructure in telephony and customer service could benefit from this contract. Firms that already have experience in managing government-related schemes and can provide comprehensive contact services will be well-positioned to compete for similar contracts in the future. The awarded contract underscores the opportunity for organisations to engage in public sector projects that demand robust service delivery and extensive operational capacity.

## Notice

Awarded contract for the provision of Contact Handling Services, including a proportion of both telephony and written correspondence, for Transport for London's Concessionary Travel scheme. Value includes available options beyond the initial expiry date.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1812e19a-0bbf-440f-bed7-c01e413b8c2c |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Mar 2026 |
| Submission deadline | 21 Nov 2025 |
| Future notice date | Not specified |
| Award date | 17 Feb 2026 |
| Contract period | 29 Mar 2026 - 29 Mar 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £14,279,000 |
| Lots value | Not specified |
| Awards value | £14,279,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | TRANSPORT FOR LONDON |
| Locality | LONDON |
| Post town | East London |
| Postcode | E20 1JN |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI41 Hackney and Newham |
| Local authority | Newham |
| Electoral ward | Stratford Olympic Park |
| Westminster constituency | Stratford and Bow |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | JOURNEYCALL |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79512000 - Call centre

## Release History

- 4 Mar 2026 at 09:55 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/1812e19a-0bbf-440f-bed7-c01e413b8c2c

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1812e19a-0bbf-440f-bed7-c01e413b8c2c
  4th March 2026 - Awarded contract notice on Contracts Finder

## 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-ec370a4d-768b-4d1e-9946-7167cb89c107. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-ec370a4d-768b-4d1e-9946-7167cb89c107.json.