---
title: "Contact Centre Technology Innovation Trial"
ocid: "ocds-h6vhtk-044661"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-044661"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-044661.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-044661.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "TRANSPORT FOR LONDON"
published: "2024-03-07"
---

# Contact Centre Technology Innovation Trial

Buyer: TRANSPORT FOR LONDON  
Current stage: Planning  
OCID: ocds-h6vhtk-044661

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-044661)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-044661.json)

## Summary

Transport for London (TfL) is planning a tender for a Contact Centre Technology Innovation Trial. The trial aims to enhance customer service by handling increased demand, reducing contact centre demand, utilizing data strategically, and improving customer and advisor experiences. Interested parties can express interest by emailing MSQinnovation@tfl.gov.uk by 4th April 2024. The deadline for MSQ submissions is 10th April 2024.

This tender by TfL presents an opportunity for businesses in the software and information systems industry. Companies offering services in self-service chatbots, omni-channel communication, agent assist capabilities, case management, and other innovative contact centre technologies are well-suited to compete. The trial's focus on improving customer experience through technology solutions aligns with businesses specializing in IT consulting, software development, customer services, and customer-care services.

## Notice

Transport for London (TfL) is undertaking an early market engagement exercise, by inviting potential suppliers to complete a Market Sounding Questionnaire (MSQ) for an upcoming Contact Centre Technology innovation trial. TfL is exploring how through the use of new technology, it can make improvements in the contact centre through : * Handling the increased demand coming into the contact centres * Reducing the demand coming into our contact centres * Maximising the use of current and new data to produce strategic insights on TfL customers and contact centre performance * Improve our customer's experience as well as the experience of contact centre advisors Therefore, TfL is seeking innovative solutions that can overcome some of these challenges. To receive the MSQ please email MSQinnovation@tfl.gov.uk expressing your interest with the email subject heading of Contact Centre Technology MSQ Request [include your company name]. To submit your MSQ please also email MSQinnovation@tfl.gov.uk using the subject heading Contact Centre Technology MSQ Response [include your company name]. Please can you express your interest by emailing MSQinnovation@tfl.gov.uk by close of play 4th April 2024 to be gain access to the MSQ event. The last date that MSQ submissions shall be accepted is 10th April 2024.

### Lot Information

Lot 1

TfL's Contact Centre Operations is comprised of an internal TfL contact centre and three outsourced partners. TfL is exploring how, through the use of new technologies, it can better * handle the demand coming into our contact centres? * reduce the demand coming into our contact centres? * maximise the use of current and new data to drive strategic insights? * improve our customer's experience TfL is seeking innovative solutions that can overcome some of the challenges it faces as well as which can offer the most substantial value. Suppliers will be able to inform TfL if they have solutions based on the following 5 capabilities: 1. Self-service Chatbots: A first point of contact to resolve TfL customer issues through self-serving our customers, where possible 2. Omni-channel / New Channels: A capability offering new and diverse methods of communication for TfL customers, such as WhatsApp, as well as the ability to collect and analyse data from across multiple channels 3. Agent Assist: A capability to augment and improve the contact centre advisors' ability to respond to customers as well as improve their productivity 4. Case Management: A capability that utilises automation to triage and manage cases TfL are also interested in any capabilities related to technology in contact centres that go beyond these 5 capabilities.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/007343-2024 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| 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 | 7 Mar 2024 |
| Submission deadline | Not specified |
| Future notice date | 1 Sep 2024 |
| 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 | TRANSPORT FOR LONDON |
| Locality | LONDON |
| Post town | East London |
| Postcode | E20 1JN |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI41 Hackney and Newham |
| Local authority | Newham |
| Electoral ward | Stratford Olympic Park |
| Westminster constituency | Stratford and Bow |
| Delivery location | TLI London |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48000000 - Software package and information systems
- 72000000 - IT services: consulting, software development, Internet and support
- 79342300 - Customer services
- 79342320 - Customer-care services

## Release History

- 7 Mar 2024 at 13:27 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/007343-2024

## Notice URLs

- 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-044661. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-044661.json.