{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-077dda-2026-09-30T15:26:46+01:00",
    "date": "2026-09-30T15:26:46+01:00",
    "ocid": "ocds-h6vhtk-077dda",
    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-PPON-PBTL-7556-PTRN",
            "name": "Thameslink Southern Great Northern Limited (TSGN)",
            "identifier": {
                "scheme": "GB-PPON",
                "id": "PBTL-7556-PTRN"
            },
            "address": {
                "streetAddress": "Monument Place",
                "locality": "London",
                "postalCode": "EC3R 8AJ",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKI31"
            },
            "contactPoint": {
                "name": "Christopher Wan",
                "email": "christopher.wan@gtrailway.com",
                "telephone": "07866926013"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "classifications": [
                    {
                        "scheme": "UK_CA_TYPE",
                        "id": "publicUndertaking",
                        "description": "Public undertaking"
                    }
                ]
            }
        },
        {
            "id": "GB-COH-SC146564",
            "name": "Concentrix TSC UK LTD",
            "identifier": {
                "scheme": "GB-COH",
                "id": "SC146564"
            },
            "address": {
                "streetAddress": "1 CENTRAL PARK AVENUE, CENTRAL BUSINESS PARK, LARBERT",
                "locality": "FALKIRK",
                "postalCode": "FK5 4RX",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKM76"
            },
            "contactPoint": {
                "name": "Andrew Maclean",
                "email": "andrew.maclean@concentrix.com",
                "telephone": "+1-800-747-0583"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "large",
                "vcse": false
            }
        }
    ],
    "buyer": {
        "id": "GB-PPON-PBTL-7556-PTRN",
        "name": "Thameslink Southern Great Northern Limited (TSGN)"
    },
    "tender": {
        "id": "ocds-h6vhtk-077dda",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "Customer Contact Centre",
        "description": "GTR is seeking to appoint a provider to deliver the contact help desk services. Provision of outsourced customer contact centre services. The service operates in a demand-led environment, with resource requirements varying in response to customer contact volumes, operational disruptions, service changes and other ad hoc or unplanned events.",
        "status": "complete",
        "procurementMethod": "direct",
        "procurementMethodDetails": "Direct award",
        "procurementMethodRationale": "GTR has considered whether a competitive procurement exercise should be undertaken. However, due to ongoing uncertainty regarding the future regionalisation of contact centres, wider rail reform, and the transition of Train Operating Companies into public ownership, there is insufficient clarity regarding future customer service operating models. Conducting a procurement at this stage could result in a solution that does not align with future industry requirements and may not provide value for money. The proposed extension will provide continuity of service, negate a mobilisation period and transition costs, minimise operational disruption, and allow time for the future direction of industry arrangements to become clearer.",
        "specialRegime": [
            "utilities"
        ],
        "lots": [
            {
                "id": "1",
                "status": "complete"
            }
        ],
        "documents": [
            {
                "id": "conflictOfInterest",
                "documentType": "conflictOfInterest",
                "description": "Not published"
            }
        ],
        "procurementMethodRationaleClassifications": [
            {
                "id": "additionalRepeatExtensionPartialReplacement"
            }
        ]
    },
    "awards": [
        {
            "id": "1",
            "status": "pending",
            "value": {
                "amountGross": 8400000,
                "currency": "GBP"
            },
            "mainProcurementCategory": "services",
            "aboveThreshold": true,
            "suppliers": [
                {
                    "id": "GB-COH-SC146564",
                    "name": "Concentrix TSC UK LTD"
                }
            ],
            "items": [
                {
                    "id": "1",
                    "additionalClassifications": [
                        {
                            "scheme": "CPV",
                            "id": "79342300",
                            "description": "Customer services"
                        },
                        {
                            "scheme": "CPV",
                            "id": "79512000",
                            "description": "Call centre"
                        }
                    ],
                    "deliveryAddresses": [
                        {
                            "region": "UKI",
                            "country": "GB",
                            "countryName": "United Kingdom"
                        }
                    ],
                    "relatedLot": "1"
                }
            ],
            "contractPeriod": {
                "startDate": "2026-10-17T00:00:00+01:00",
                "endDate": "2028-10-16T23:59:59+01:00"
            },
            "hasOptions": true,
            "options": {
                "description": "Enhanced functional software to the platform and service offerings"
            },
            "relatedLots": [
                "1"
            ],
            "documents": [
                {
                    "id": "092491-2026",
                    "documentType": "awardNotice",
                    "noticeType": "UK5",
                    "description": "Transparency notice on Find a Tender",
                    "url": "https://www.find-tender.service.gov.uk/Notice/092491-2026",
                    "datePublished": "2026-09-30T15:26:46+01:00",
                    "format": "text/html"
                }
            ],
            "milestones": [
                {
                    "id": "1",
                    "type": "futureSignatureDate",
                    "dueDate": "2026-10-16T23:59:59+01:00",
                    "status": "scheduled"
                }
            ]
        }
    ],
    "language": "en"
}