---
title: "The Provision of a Customer Service Training Package"
ocid: "ocds-h6vhtk-049c09"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-049c09"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-049c09.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-049c09.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "GOVIA THAMESLINK RAILWAY LIMITED"
published: "2025-05-30"
---

# The Provision of a Customer Service Training Package

Buyer: GOVIA THAMESLINK RAILWAY LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-049c09

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## Summary

Govia Thameslink Railway Limited (GTR), based in London, invited competitive tenders for "The Provision of a Customer Service Training Package," classifying the procurement under "Education and Training Services." The industry category involved is services, with the activities concentrated in the UKI region. The initiative aimed to redefine Customer Service Standards, aligning them with customer expectations, and deliver a best-in-class training package for GTR staff. The tender process began in September 2024, with submissions required by 18th October 2024 and has reached its award stage as of 30th May 2025. The procurement method utilised was a selective negotiated procedure with a prior call for competition.

This tender offers significant opportunities for businesses specialising in personnel-training and staff development services, particularly those experienced with large-scale service standards training. The awarded contract, valued at £618,098.5, will require businesses to deliver impactful training solutions that align with GTR's service quality objectives. Companies with a strong portfolio in restructuring customer service protocols, particularly in the transport sector, stand to benefit substantially from engaging in such projects. The Happy Consultancy Group, an SME from Chelmsford, successfully secured the contract, indicating opportunities for smaller specialised enterprises to thrive in this competitive field.

## Notice

As part of GTR's Service Quality Regime (SQR) (internal auditing and mystery shopping) and customer feedback, we have recognised a requirement and opportunity for redefining Customer Service Standards to align to increasing customers' expectations and defining and delivering a best-in-class Customer Service Training Package to underpin consistent and sustainable delivery to these standards by GTR customer-facing staff (employees), excluding drivers, and others who interact with customers as part of the GTR team

### Lot Information

Lot 1

As part of GTR's Service Quality Regime (SQR) (internal auditing and mystery shopping) and customer feedback, we have recognised a requirement and opportunity for redefining Customer Service Standards to align to increasing customers' expectations and defining and delivering a best-in-class Customer Service Training Package to underpin consistent and sustainable delivery to these standards by GTR customer-facing staff (employees), excluding drivers, and others who interact with customers as part of the GTR team

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/028673-2025 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Negotiated procedure with prior call for competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 30 May 2025 |
| Submission deadline | 18 Oct 2024 |
| Future notice date | Not specified |
| Award date | 26 May 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £618,098 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | GOVIA THAMESLINK RAILWAY LIMITED |
| Locality | LONDON |
| Post town | Central London |
| Postcode | EC3R 8AJ |
| 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 | Bridge |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | THE HAPPY CONSULTANCY GROUP |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security
- 80 - Education and training services

### Codes

- 79632000 - Personnel-training services
- 79633000 - Staff development services
- 80000000 - Education and training services

## Release History

- 30 May 2025 at 09:15 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/028673-2025
- 18 Sep 2024 at 16:29 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/029913-2024

## Notice URLs

- https://gtrailway.com/
- https://www.delta-esourcing.com/tenders/UK-UK-London:-Training-services./TNB69B6P8P

## 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-049c09. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-049c09.json.