---
title: "Contact Centre Services"
ocid: "ocds-h6vhtk-03a13d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03a13d"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a13d.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a13d.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "TRANSPORT FOR WALES"
published: "2023-11-17"
---

# Contact Centre Services

Buyer: TRANSPORT FOR WALES  
Current stage: Award  
OCID: ocds-h6vhtk-03a13d

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03a13d.json)

## Summary

The procurement process for Contact Centre Services is being conducted by Transport for Wales. The contract has been awarded to Journeycall Ltd for an amount of GBP 1,500,000. The procurement stage is complete, and the service falls under the main procurement category of services. The tender documentation is available for this open procedure. The Contact Centre Services are aimed at supporting TfW in handling customer queries across Wales through various communication channels.

This tender for Contact Centre Services by Transport for Wales provides an opportunity for businesses, particularly those in the call centre industry, to compete for a contract worth GBP 1,500,000. The service provision must align with TfW's Customer Contact Strategy and vision. The contract offers potential growth for businesses capable of delivering high-quality customer service across different communication channels. Interested parties should pay attention to the deadline for bid submission and ensure compliance with the tender requirements.

## Notice

The requirement is for the provision of Contact Centre Services to support TfW

### Lot Information

Lot 1

TfW requires an outsourced Contact Centre provision to handle customer queries as an overflow for a number of multi-modal projects across Wales. In the first instance, customer queries will be received via telephone, but the Tenderer should be capable of delivering a social media, email and webchat provision in the event TfW broadens project scope to include such methods of contact. Due to the overflow nature of this provision, TfW is unable to provide detailed estimates of volumes. The service provision must align to TfW's Customer Contact Strategy, which can be found in the tender documentation. The TfW Customer Vision is "Engaging people to create continuously improving experiences that place the customer at its heart". Our Customer Experience Objectives are: - 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 Full scope details can be found in ITT Volume 1 document in the tender documentation.

Renewal: Option to extend for up to 12 months

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/034035-2023 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Nov 2023 |
| Submission deadline | 1 Mar 2023 |
| Future notice date | Not specified |
| Award date | 9 Nov 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,500,000 |
| Lots value | £1,500,000 |
| Awards value | Not specified |
| Contracts value | £1,500,000 |

## 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 | TLL Wales |

## 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

- 17 Nov 2023 at 09:48 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/034035-2023
- 30 Jan 2023 at 16:49 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/002839-2023

## Notice URLs

- http://tfw.wales
- https://etenderwales.bravosolution.co.uk
- https://etenderwales.bravosolution.co.uk/
- 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-03a13d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03a13d.json.