Find a TenderAwarded

Published 27 May 2022, 16:12 BST

Official UK procurement notice

TfL 95743 Contact Centre Outsourced Services Framework

Official notice

Authority: Transport for London (Public body)

Framework agreement8 lotsServicesOpen procedureSME suitable

Sectors: Business Services & Consultancy (79) Delivery: UKLondon (UKI)

Framework ceiling (notional)Value not publishedframework ceiling, not attributable revenue

Submissions closed 1 Jul 2022awarded 1 May 2023

Lots 8see the lot list below

What is being bought8 lots · detail below

Published requirement description

This is

CPV: Call centre · Metal · Office-support services · Telephone-answering services

How this framework works

From the published notice

Bids received: 7 bids received · 7 suppliers appointed

Lots and requirements (8)Procurement structure

8 lots · no lot values published · evaluation weights differ by lot

Lot #1Lot 1 - Full Contact Centre Services UK

Lot 1 - Full Contact Centre Services

Telephony

Correspondence

Fulfilment

Technology, Support & Development

Delivery: UK

Variant bids: not allowed

79510000 Telephone-answering services

Lot #2Lot 2 - Contact Handling UK

Lot 2 - Contact Handling

Telephony

Correspondence

Delivery: UK

Variant bids: not allowed

79510000 Telephone-answering services

Lot #3Lot 3 - Fulfilment UK

Lot 3 - Fulfilment

Fulfilment – Cards and Keys

Delivery: UK

Variant bids: not allowed

79510000 Telephone-answering services

Lot #4Lot 4 - Tech support UK

Lot 4 - Tech support

Technology, support, and development

Delivery: UK

Variant bids: not allowed

79500000 Office-support services

Lot #5Contact Centre Outsourced Service - Lot A - Full ServiceCancelled London

Contact Centre Full Service to include Call Handling, Correspondence and Card Fulfilment and Technology

Delivery: London

79510000 Telephone-answering services 79512000 Call centre

Lot #6Contact Centre Outsourced Service - Lot B - Contact HandlingAwarded London

Contact Centre - Call Handling

Delivery: London

79510000 Telephone-answering services 79512000 Call centre

Lot #7Contact Centre Outsourced Service - Lot C - FulfilmentAwarded London

Contact Centre - Fulfilment (Correspondence and Card Handling)

Delivery: London

79512000 Call centre

Lot #8Contact Centre Outsourced Services - Lot D - TechnologyAwarded London

Contact Centre - Technology

Delivery: London

79500000 Office-support services

What it takes to win
i
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more

How bids were scored

Lots publish different evaluation splits; there is no single procedure weighting.

Lot	Quality	Price
1 · Lot 1 - Full Contact Centre Services	40	72
2 · Lot 2 - Contact Handling	40	60
3 · Lot 3 - Fulfilment	40	72
4 · Lot 4 - Tech support	40	60
5 · Contact Centre Outsourced Service - Lot A - Full Service	40	60
6 · Contact Centre Outsourced Service - Lot B - Contact Handling	60	40
7 · Contact Centre Outsourced Service - Lot C - Fulfilment	60	40
8 · Contact Centre Outsourced Services - Lot D - Technology	60	40

What this means for your bid

Price carries 40–72 points depending on the lot. Read the split per lot below.
“TfL 95743 Contact Centre Outsourced Services Framework” is a framework: the contest is a place on its panel, not a single contract.

Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.

Procedure terms & legal framework

From the official record

Procedure method: Open procedure
Legal basis: CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category: Services
Notice status: Awarded
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Framework agreement
Who may use this agreement: Not stated in the notice; call-off rights may be limited to the establishing authority
Competition type: Competitive procedure
GPA / WTO covered: Unspecified in notice
Recurring procurement: No (one-off requirement)
First published: 27 May 2022, 16:12 BST
Last source update: 5 Oct 2023, 13:42 BST
Authority reference: DN590622
FTS notice number: 2023/S 000-029404
Classification (CPV): Call centreMetalOffice-support servicesTelephone-answering services
Delivery area: UKLondon (UKI)
Official registry OCID: ocds-h6vhtk-034117 Find a Tender

How it was run

Official notice

Run through: ProContract (Due North) · Who buys & how to bid on ProContract

Supplier login requiredLanguage: EN

Access & registration note: Free · short registration with manual review; public opportunity list

Appointment period ends: 1 Jul 2022, 12:00 BST
Submission channel: {"electronicSubmission"}
Accepted languages: en

Detailed submission instructions & authority contactsFrom official release

procontract.due-north.com ↗

Timeline

1 Jul 2022 → 5 Oct 2023 · 2 dates

Admission / appointment period endsperiod end, not a bid countdown
1 Jul 2022, 12:00 BST
Notice published
5 Oct 2023, 13:42 BST

Notice history

2 events · 2 releases on Find a Tender · since 5 Oct 2023

Status changed to complete
5 Oct 2023, 13:42 BST
Procurement method changed
5 Oct 2023, 13:42 BST

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Suppliers appointed 7admitted to the panel · see the list ↓

Bids received 77 from SMEs

Contracts signed 12latest 1 May 2023

12 suppliers are admitted to this framework without individual award values or dates, see the supplier list below.

Contracts

Contract 029404-2023-TfL95743 Contact Centre Outsourced Services - Contact Handling-2
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-TfL95743 Contact Centre Outsourced Services - Contact Handling-3
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-TfL95743 Contact Centre Outsourced Services - Contact Handling-4
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-TfL95743 Contact Centre Outsourced Services - Contact Handling-6
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-TfL95743 Contact Centre Outsourced Services - Fulfilment-8
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-TfL95743 Contact Centre Outsourced Services - Fulfilment-9
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-TfL95743 Contact Centre Outsourced Services - Technology-10
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-TfL95743 Contact Centre Outsourced Services - Technology-12
Signed
1 May 2023
Value
—
Status
active
TfL Contact Centre Outsources Services - Full Service
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-TfL95753 Contact Centre Outsourced Services - Technology-11
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-Tfl95743 Contact Centre Outsourced Services - Contact Handling-5
Signed
1 May 2023
Value
—
Status
active
Contract 029404-2023-Tfl95743 Contact Centre Outsourced Services - Fulfilment-7
Signed
1 May 2023
Value
—
Status
active

Bid statistics published by the authority

Lot	Bids	SME	VCSE	Valid bid range
6 · Contact Centre Outsourced Service - Lot B - Contact Handling	7bids · 7 electronic	7	—	£1 – £68,000,000
7 · Contact Centre Outsourced Service - Lot C - Fulfilment	3bids · 3 electronic · 3 from abroad	3	—	£1 – £68,000,000
8 · Contact Centre Outsourced Services - Lot D - Technology	4bids · 4 electronic · 4 from abroad	4	—	£1 – £68,000,000
Whole notice	7bids · 7 electronic	7	—	£1 – £68,000,000

Contracting authority & participating public bodies

Transport for London

Contracting authorityPublic bodyRegional or local authorityGeneral public services Palestra, 197 Blackfriars Road, London, UK, SE1 8NJContact name, email, phone Published organisation website ↗

Framework contractors & participating bidders

11 commercial parties on the notice

Capita Business ServicesFramework contractor London, UK
Capita Business Services LimitedFramework contractor London, UK
Charles NovacroftFramework contractor Northampton, UK
HGS LtdFramework contractor Brentford, UK
Journeycall LimitedFramework contractor Arbroath, UK
Journeycall LimitedFramework contractor Arboath, UK
Journeycall LtdFramework contractor Arbroath, UK
Journeycall LtdFramework contractor Abroath, UK
Marston HoldingsFramework contractor Birmingham, UK
Orbis ProtectFramework contractor Uxbridge, UK
ResQ LimitedFramework contractor Hull, UK

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.

What is being bought8 lots · detail below

How this framework works

Lots and requirements (8)Procurement structure

What it takes to winiHow this buyer will score bids.The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Procedure terms & legal framework

How it was run

Timeline

Notice history

Commercial outcome & contract awards

Contracting authority & participating public bodies

Framework contractors & participating bidders

Official documents & specifications

What it takes to win
i
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).