---
title: "Contact Centre Services for TfW"
ocid: "ocds-h6vhtk-02ae99"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02ae99"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02ae99.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02ae99.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "TRANSPORT FOR WALES"
published: "2021-05-07"
---

# Contact Centre Services for TfW

Buyer: TRANSPORT FOR WALES  
Current stage: Award  
OCID: ocds-h6vhtk-02ae99

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02ae99)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02ae99.json)

## Summary

Transport for Wales is seeking to secure Contact Centre Services, with an estimated contract value not exceeding £375,000. The bid involved a tender process categorised under services, specifically focusing on call centre operations. The procurement method employed is an open procedure, and this contract encompasses a term of 18 months with the option for a further 12-month extension. Key operational requirements include providing a fully bilingual service in English and Welsh, with extended working hours to accommodate weekend and evening queries related to various transport projects across Wales.

This tender presents a significant opportunity for businesses specialising in customer service and telecommunication operations, particularly those capable of delivering bilingual support and operating extended hours. Small to medium enterprises (SMEs) with expertise in customer engagement and call centre management would find themselves well-positioned to compete for this contract, aimed at enhancing the overall customer experience for Transport for Wales’ services.

## Notice

TfW require the provision of Contact Centre services. This must be a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing and new projects across Wales.

### Lot Information

Lot 1

TfW requires the provision of Contact Centre services. This includes a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing bus and new projects across Wales. The contract term will be for 18 months with the option to extend for 12 months at 6 month intervals. The current bus projects are operated under our "fflecsi" brand and are Demand Responsive Transport (DRT) and Integrated Responsive Transport - Customer Enquiries & Bookings. The service provision must align to TfW's Customer Contact Strategy and Customer Experience Objectives: * Engaging people to deliver the highest possible standards of customer service * Delivering a high quality and reliable service * Continuously developing the customer proposition * Enable smooth and seamless journeys across Wales * Deliver high quality customer engagement, insights and communication

Options: As defined in the Procurement documents

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/010024-2021 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 May 2021 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 13 Jan 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £375,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | TRANSPORT FOR WALES |
| Locality | PONTYPRIDD, |
| Post town | Cardiff |
| Postcode | CF37 4TH |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL51 Central Valleys and Bridgend |
| Local authority | Rhondda Cynon Taf |
| Electoral ward | Pontypridd Town |
| Westminster constituency | Pontypridd |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CONNECT ASSIST |

## CPV Codes

### Divisions

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

### Codes

- 64210000 - Telephone and data transmission services
- 79342300 - Customer services
- 79342320 - Customer-care services
- 79500000 - Office-support services
- 79511000 - Telephone operator services
- 79512000 - Call centre

## Release History

- 7 May 2021 at 15:44 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/010024-2021

## Notice URLs

- https://ted.europa.eu/udl?uri=TED:NOTICE:465188-2020:TEXT:EN:HTML
- https://trc.cymru/
- https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA50685

## 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-02ae99. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02ae99.json.