---
title: "National Contact Centre"
ocid: "ocds-h6vhtk-028a22"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-028a22"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-028a22.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-028a22.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NETWORK RAIL INFRASTRUCTURE LTD"
published: "2022-01-12"
---

# National Contact Centre

Buyer: NETWORK RAIL INFRASTRUCTURE LTD  
Current stage: Award  
OCID: ocds-h6vhtk-028a22

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-028a22)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-028a22.json)

## Summary

Network Rail Infrastructure Ltd, located in London, has completed a public procurement process for the National Contact Centre service, which is classified under the call centre sector (CPV code 79512000). This service is designed to cater to external stakeholders and includes functionalities such as telephony, live chat, email correspondence, letter processing, and social media management. The procurement method utilised was a selective procedure, specifically a negotiated procedure with prior call for competition. The contract was signed on 1 November 2021, with a total value of approximately £3.82 million, following a tendering process that involved a competitive environment.

This tender presents a significant opportunity for businesses in the telecommunications and customer service sector, particularly those specialising in call centre solutions and related services. Companies with experience in providing comprehensive communication services, including 24/7 support and multi-channel engagement, would be well-suited to meet the requirements outlined by Network Rail. With the ongoing need for stakeholder engagement in the railway sector, these contracts can be a catalyst for business growth and expansion into a vital service area.

## Notice

Network Rail requires a National Contact Centre Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk. The service is 24/7, 365 days a year, 366 days in a leap year and covers telephony, live chat, email, letter processing and the management of Network Rail's social media

### Lot Information

Lot 1

Network Rail requires a National Contact Centre Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk. The service is 24/7, 365 days a year, 366 days in a leap year and covers telephony, live chat, email and letter processing and the management of Network Rail's social media.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/000959-2022 |
| Notice type | Tender Notice |
| 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 |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 12 Jan 2022 |
| Submission deadline | 19 Apr 2021 |
| Future notice date | Not specified |
| Award date | 1 Nov 2021 |
| Contract period | Not specified |
| Recurrence | 72 |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | £10,223,000 |
| Awards value | Not specified |
| Contracts value | £3,815,629 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NETWORK RAIL INFRASTRUCTURE LTD |
| Locality | LONDON |
| Post town | North West London |
| Postcode | NW1 2DN |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI36 Camden |
| Local authority | Camden |
| Electoral ward | Regent's Park |
| Westminster constituency | Holborn and St Pancras |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 64220000 - Telecommunication services except telephone and data transmission services
- 79512000 - Call centre

## Release History

- 12 Jan 2022 at 22:45 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/000959-2022
- 27 Jul 2021 at 17:14 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/000718-2021
- 9 Feb 2021 at 22:56 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/002673-2021

## Notice URLs

- http://www.networkrail.co.uk
- https://networkrail.bravosolution.co.uk
- https://networkrail.bravosolution.co.uk/esop/toolkit/opportunity

## 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-h6vhtk-028a22. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-028a22.json.