TfL 95743 Contact Centre Outsourced Services FWC

A Pre-Procurement Notice
by TRANSPORT FOR LONDON

Source
Contracts Finder
Type
Future Contract ()
Duration
4 year
Value
£60M
Sector
BUSINESS
Published
28 Jun 2021
Delivery
29 Sep 2022 to 29 Sep 2026
Deadline
15 Jul 2021 23:59

Concepts

Location

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

This Prior Information Notice is not a call for competition nor a part of a formal procurement process. The main aim of this Prior Information Notice is to raise market awareness of a future requirement and to invite interested suppliers to register their interest in participating in the Market Sounding Questionnaire (MSQ) as well as attending a potential Bidder Event which will take place in September.The new Transport for London (TfL) Contact Centre Outsourcing Framework will provide route to market to re-tender outsourced contracts in a timely manner to suppliers who can provide the service at the required quality and competitive cost. Note there will be no minimum volumes guarantees in the call off contracts. The intention is for work to be allocated into separate batches (lots ) and shared across a number of third party suppliers. Information about the lots will be given at a later stage of the procurement process. These outsourced contracts will successfully provide customer service to circa 3 million customers per year over three main channels which are: contact handling (defined as an interaction between a customer and a contact centre) by answering phone enquiries, written customer correspondence and the fulfilment requests such as posting Oyster cards. Contracted services cover but are not limited to well established Oyster card enquiries, the increasing use of Contactless Payment Card on the TfL network as well as Santander Cycle Hires. two.3) Estimated date of publication of contract notice

CPV Codes

  • 79000000 - Business services: law, marketing, consulting, recruitment, printing and security

Indicators

  • Contract is suitable for SMEs.

Reference

Domains