--- title: "West Midlands Trains, Greater Anglia, and East Midlands Rail Shared Services - Customer Experience and Delay Repay" ocid: "ocds-h6vhtk-02bdea" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02bdea" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02bdea.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02bdea.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "ABELLIO TRANSPORT HOLDINGS LIMITED" published: "2021-06-18" --- # West Midlands Trains, Greater Anglia, and East Midlands Rail Shared Services - Customer Experience and Delay Repay Buyer: ABELLIO TRANSPORT HOLDINGS LIMITED Current stage: Planning OCID: ocds-h6vhtk-02bdea [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02bdea) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02bdea.json) ## Summary Abellio Transport Holdings Limited is planning to tender for the "Customer Experience and Delay Repay" services on behalf of multiple Train Operating Companies, including West Midlands Trains, Greater Anglia, and East Midlands Rail. This procurement falls under the services category, specifically focusing on customer services with a relevant CPV code of 79342300. The procurement process is currently in the planning stage, with an important future notice date set for 16th July 2021. The services will be delivered in the UK and will involve extensive management, indicating that businesses with experience in shared service centres would be preferred. This tender presents a substantial opportunity for businesses looking to grow within the railway sector, particularly those that can provide customer service solutions such as back-office processing, telephony support, and business fulfilment. Companies with a proven track record in managing complex service contracts and those experienced in the railway or transportation services industry are well-suited to participate. Engaging in this tender process may lead to fruitful long-term partnerships with leading Train Operating Companies in the UK. ## Notice Abellio Transport Holdings Limited will be tendering on behalf of the following Train Operating Companies (TOC's); West Midlands Trains (WMT), Greater Anglia (GA) and East Midlands Rail (EMR) for Customer Experience and Delay Repay Shared Services. The Customer Experience service includes but not limited to, back-office processing, telephony, business fulfilment and reporting. ### Lot Information Lot 1 Abellio Transport Holdings Limited will be tendering on behalf of the following Train Operating Companies (TOC's); West Midlands Trains (WMT), Greater Anglia (GA) and East Midlands Rail (EMR) for Customer Experience and Delay Repay Shared Services. The Customer Experience service includes but not limited to, back-office processing, telephony, business fulfilment and reporting. Additional information: This tender may be unsuitable for individual centres and will require extensive management. This is best managed by an experienced shared service centre. The Utilities Contracts Regulations 2016 ("Regulations") do not in accordance with their terms apply to the West Midlands Trains, Greater Anglia, and East Midlands Rail Shared Services - Customer Experience and Delay Repay. Neither the issue of this ITN nor the selection of any Bidder, nor any other document, contact or conduct in connection with this ITN constitutes any acceptance by [Abellio] that the Regulations apply to the Project covered by this ITN or an agreement by [Abellio] to abide by those Regulations. The ITN Process and any subsequent contract awarded will be subject to English law and the exclusive jurisdiction of the English courts. By participating in the ITN Process a Bidder agrees to be bound by the above conditions and limitations. This Important Notice must be read in conjunction with all instructions to Bidders contained within this document. Bidder means each legal entity issued with an ITN and invited to participate in this ITN Process. ITN means this Invitation to Negotiate, as it may be amended by [Abellio] and notified to Bidders from time to time. ITN Process means the procurement process as described within this document. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/013943-2021 | | 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 | 18 Jun 2021 | | Submission deadline | Not specified | | Future notice date | 15 Jul 2021 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | 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 | ABELLIO TRANSPORT HOLDINGS LIMITED | | Locality | LONDON | | Post town | Central London | | Postcode | EC4A 3AG | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | City of London | | Electoral ward | Castle Baynard | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79342300 - Customer services ## Release History - 18 Jun 2021 at 16:13 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/013943-2021 ## Notice URLs - https://www.abellio.co.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-02bdea. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02bdea.json.