---
title: "ScotRail Customer Contact Centre"
ocid: "ocds-r6ebe6-0000759207"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000759207"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000759207.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000759207.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "SCOTRAIL TRAINS LIMITED"
published: "2025-11-14"
---

# ScotRail Customer Contact Centre

Buyer: SCOTRAIL TRAINS LIMITED  
Current stage: Award  
OCID: ocds-r6ebe6-0000759207

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000759207.json)

## Summary

ScotRail Trains Limited is seeking suppliers to participate in a tender for the ScotRail Customer Contact Centre. The procurement process aims to enhance customer relations by modernising contact centre services. The tender, in the services category, follows a selective procurement method with the deadline set for April 3, 2024. The buying organisation, based in Glasgow, UK, has specified the need for a fully managed customer contact centre to serve both B2C and B2B clients.

The opportunity presented by this tender is ideal for businesses in the service industry, particularly those experienced in delivering contact centre solutions. Interested parties must comply with the pre-qualification questionnaire submission by the specified deadline. Additionally, the contact centre project offers potential for innovative communication methods, offering a growth opportunity for companies with a focus on customer relations and service enhancement. Suppliers are encouraged to engage via the e-sourcing procurement portal specified by ScotRail Trains Limited.

## Notice

ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

### Lot Information

Lot 1

ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

Renewal: The proposed contract term is three years initially to 31 March 2028 with four optional 12 month extensions with an end date of 31 March 2032. ScotRail reserves the right to take these extension options in multiple allocations of 12 months.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV543613 |
| Notice type | OJEU - F6 - Contract Award Notice (Utilities) |
| 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 | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Nov 2025 |
| Submission deadline | 3 Apr 2024 |
| Future notice date | Not specified |
| Award date | 7 Oct 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £9,309,053 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | SCOTRAIL TRAINS LIMITED |
| Locality | GLASGOW |
| Post town | Glasgow |
| Postcode | G2 6HQ |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Anderston/City/Yorkhill |
| Westminster constituency | Glasgow North |
| Delivery location | TLM Scotland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TELEPERFORMANCE |

## CPV Codes

### Divisions

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

### Codes

- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre

## Release History

- 14 Nov 2025 at 00:00 - Award - OJEU - F6 - Contract Award Notice (Utilities) - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV543613
- 1 Mar 2024 at 00:00 - Tender - OJEU - F5 - Contract Notice (Utilities) - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR499924

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR499924
  ScotRail Customer Contact Centre - SRT invites prospective suppliers to participate in this procurement process for a fully managed customer contact centre. SRT is looking to procure contact centre services to enhance its customer relations, smartcard helpline, delay repay and tele sales operations serving B2C and B2B customers. SRT is looking for an innovative partner who, during the life of the contract, can help modernise our contact centre and the methods we use to communicate with our customers. Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx Suppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline.
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV543613
  ScotRail Customer Contact Centre - ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

## Notice URLs

- http://
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000759207
- https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx
- https://www.scotrail.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-r6ebe6-0000759207. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000759207.json.