---
title: "Contact Centre Services"
ocid: "ocds-kuma6s-128625"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-kuma6s-128625"
markdown_url: "https://d3tenders.com/contract/ocds-kuma6s-128625.md"
json_url: "https://d3tenders.com/contract/ocds-kuma6s-128625.json"
source: "Sell2Wales"
current_stage: "Award"
buyer: "TRANSPORT FOR WALES"
published: "2023-11-17"
---

# Contact Centre Services

Buyer: TRANSPORT FOR WALES  
Current stage: Award  
OCID: ocds-kuma6s-128625

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-kuma6s-128625)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-kuma6s-128625.json)

## Summary

Transport for Wales has awarded a contract for Contact Centre Services to Journeycall Ltd. The procurement process was completed on 17th November 2023. The Contact Centre Services contract, valued at £1,500,000 GBP, aims to provide customer query support for multi-modal projects across Wales. The services required align with TfW's Customer Contact Strategy, focusing on delivering high-quality customer service and continuous improvement.

This tender presents an opportunity for businesses, especially small and medium enterprises (SMEs), to compete for providing Contact Centre Services. The contract, governed by Transport for Wales, involves handling customer queries through various channels like telephone, social media, email, and webchat. Businesses skilled in delivering customer-centric services and continuous improvement are well-suited to participate in this open tender process.

## 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 | Sell2Wales |
| Latest notice | https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=128625 |
| Notice type | OJEU - F3 - Contract Award 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 | Complete |
| Awards status | Not specified |
| 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 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=128625
- 30 Jan 2023 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=128625

## Documents

- https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=JAN425949
  Contact Centre Services - The requirement is for the provision of Contact Centre Services to support TfW
- https://www.sell2wales.gov.wales/search/show/search_view.aspx?ID=NOV457547
  Contact Centre Services - The requirement is for the provision of Contact Centre Services to support TfW

## Notice URLs

- http://tfw.wales
- https://api.sell2wales.gov.wales/v1?lang=cy/Notice?id=ocds-kuma6s-128625
- https://etenderwales.bravosolution.co.uk
- https://etenderwales.bravosolution.co.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-kuma6s-128625. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-kuma6s-128625.json.