---
title: "Provision of Customer Information System (CIS) Support and Maintenance Services"
ocid: "ocds-h6vhtk-055755"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-055755"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-055755.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-055755.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "FIRST GREATER WESTERN LIMITED"
published: "2025-07-02"
---

# Provision of Customer Information System (CIS) Support and Maintenance Services

Buyer: FIRST GREATER WESTERN LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-055755

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-055755.json)

## Summary

The contracting process facilitated by First Greater Western Limited (GWR), a private utility company based in Wiltshire, involves a direct award for the "Provision of Customer Information System (CIS) Support and Maintenance Services." This procurement falls under the services category and operates within the UK regions including London, South East, South West, and Wales. The contract encompasses the necessary support and maintenance for the Customer Information System, aiming to ensure continuous operation and enhancement of train service information. The process, governed by a direct award under the Procurement Act 2023, allows for service continuity with the existing supplier, Worldline IT Services UK Limited. Key dates include the contract period from 14 July 2025 to 30 June 2027.

This tender offers substantial opportunities for businesses involved in industry-specific software package development and maintenance, especially those with expertise in customer information systems in rail services. With a contract valued at £747,413, this offers a significant project for companies specialising in technical maintenance and system enhancements. Businesses with capabilities in developing complex software functionality would be well-suited to this contract, particularly if they can offer innovative solutions when the competitive market process is opened for future proposals. As the contract currently employs a direct award method, it reinforces the necessity for maintaining established relationships and possessing deep technical knowledge relevant to the sector.

## Notice

Worldline provide Customer Information System (CIS) Support and Maintenance Services: (a) provision of the Helpdesk; (b) provision of the Preventative Maintenance; (c) provision of the Corrective Maintenance; (d) provision of the Data Feeds; (e) provision of Reports; (f) retention of the Records;

### Procurement Information

This is a transparency notice to inform the market that First Greater Western Limited (GWR) is entering into a direct award with the incumbent supplier, Worldline IT Services UK Limited, to provide support and maintenance services for its Customer Information Systems (CIS) across the GWR network. GWR seeks to rely on Schedule 5, paragraph 7 (Additional or repeat goods, services or works) of the Procurement Act 2023, for the purposes of this Direct Award. The direct award will provide service continuity to maintain train services information for our customers. The supplier has the specialist technical knowledge of this complex product which enables the safe operation of our train service. The supplier has developed the functionality of the software to GWR's requirements, and they are the only supplier who can provide security updates, patches, bug fixes and introduce additional functionality to our portfolio of CIS screen and Public Address systems. The contracting entity will be expecting to go out to market under a competitive process for proposals for a fully functional solution including development and implementation during the duration of this contract.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/036683-2025 |
| Notice type | UK5 - Transparency Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 2 Jul 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 2 Jul 2025 |
| Contract period | 13 Jul 2025 - 30 Jun 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £747,413 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Pending |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | FIRST GREATER WESTERN LIMITED |
| Locality | WILTSHIRE |
| Post town | Swindon |
| Postcode | SN1 1HL |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK7 Gloucestershire and Wiltshire |
| ITL 3 | TLK71 Swindon |
| Local authority | Swindon |
| Electoral ward | Central |
| Westminster constituency | Swindon South |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | WORLDLINE IT SERVICES |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48100000 - Industry specific software package
- 72212100 - Industry specific software development services

## Release History

- 2 Jul 2025 at 09:51 - Award - UK5 - Transparency Notice - https://www.find-tender.service.gov.uk/Notice/036683-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/036683-2025
  2nd July 2025 - Transparency notice on Find a Tender

## Notice URLs

- https://worldline.com/en-gb/home
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-055755. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-055755.json.