---
title: "TfL 95743 Contact Centres Outsourced Services FWC"
ocid: "ocds-h6vhtk-02bcd0"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02bcd0"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02bcd0.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02bcd0.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "TRANSPORT FOR LONDON"
published: "2021-06-16"
---

# TfL 95743 Contact Centres Outsourced Services FWC

Buyer: TRANSPORT FOR LONDON  
Current stage: Planning  
OCID: ocds-h6vhtk-02bcd0

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## Summary

Transport for London (TfL) is initiating the procurement process for the "TfL 95743 Contact Centres Outsourced Services FWC," which falls within the business services industry sector. This process is currently in the planning stage, with an estimated contract value of £60 million over four years. A Market Sounding Questionnaire (MSQ) is set to be published in early August 2021, and a Bidder Event is planned for September. Interested suppliers are encouraged to register their interest and attend these events to engage with the procurement process effectively.

This tender presents significant opportunities for businesses in the customer service and outsourcing sectors, particularly those with experience in managing contact centre operations and related services. Companies capable of providing high-quality service at competitive prices may find a favourable environment for bidding, as the framework aims to allocate work across multiple third-party suppliers. Engaging in this early stage will be crucial for businesses looking to establish themselves in future procurement activities with TfL, especially with a focus on interacting with approximately 3 million customers annually.

## Notice

This Prior Information Notice is not a call for competition nor a part of a formal procurement process. The main aim of this Prior Information Notice is to raise market awareness of a future requirement and to invite interested suppliers to register their interest in participating in the Market Sounding Questionnaire (MSQ) as well as attending a potential Bidder Event which will take place in September. This Prior Information Notice is being issued by Transport for London (TfL).

### Lot Information

Lot 1

The new Transport for London (TfL) Contact Centre Outsourcing Framework will provide route to market to re-tender outsourced contracts in a timely manner to suppliers who can provide the service at the required quality and competitive cost. Note there will be no minimum volumes guarantees in the call off contracts. The intention is for work to be allocated into separate batches (lots ) and shared across a number of third party suppliers. Information about the lots will be given at a later stage of the procurement process. These outsourced contracts will successfully provide customer service to circa 3 million customers per year over three main channels which are: contact handling (defined as an interaction between a customer and a contact centre) by answering phone enquiries, written customer correspondence and the fulfilment requests such as posting Oyster cards. Contracted services cover but are not limited to well established Oyster card enquiries, the increasing use of Contactless Payment Card on the TfL network as well as Santander Cycle Hires.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/013661-2021 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Jun 2021 |
| Submission deadline | Not specified |
| Future notice date | 19 Nov 2021 |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £60,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Planned |
| 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 | TLI London |

## CPV Codes

### Divisions

- 30 - Office and computing machinery, equipment and supplies except furniture and software packages
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 30000000 - Office and computing machinery, equipment and supplies except furniture and software packages
- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security

## Release History

- 16 Jun 2021 at 15:35 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/013661-2021

## Notice URLs

- https://procontract.due-north.com/Register
- https://tfl.gov.uk

## 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-02bcd0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02bcd0.json.