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Official procurement procedure

Contact Centre Services for TfW

Call centre
Customer services
Customer-care services
+3 more
UK
Published value
Not published
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: Transport for Wales: "Contact Centre Services for TfW". Published status: complete. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
Contracting AuthorityTransport for WalesScope & CategoriesNot publishedSubmission Window
complete
No deadline published
Submission GatewayDirect notice routeLegal Basis & RegimeStandard procurementEstimated Value (exc. VAT)Not published
Bidder Intelligence · Authority Profile: Transport for Wales
Market Analytics
View Authority Profile →
Derived from OCDS awards & bid statistics
Published history for Transport for Wales. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Requires at least 5 comparable procedures
Competition Density
3Bids / Report
0% of reports have one bid
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate available
Payment Terms
Check noticePublished terms
Payment obligations depend on the applicable regime and contract. Consult the official documents.
Coverage: 1 active published awards; 1 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthorityTransport for Wales
Procedure methodNot published
Procurement categoryNot published
Statuscomplete
Framework / DPSNot published
CompetitionNot published
Above thresholdNot published
Legal basisNot published
Tender period startsNot published
Clarification deadlineNot published
Electronic submissionNot published
Submission languagesNot published
Published7 May 2021, 16:44 BST
Last source update7 May 2021, 16:44 BST
Recurring procurementNot published
ClassificationCall centre, Customer services, Customer-care services, Office-support services, Telephone and data transmission services, Telephone operator services
Delivery area
UK
OCIDocds-h6vhtk-02ae99
What is being bought
TfW require the provision of Contact Centre services. This must be a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing and new projects across Wales.
What changed
From the official release history
  1. Status changed to complete
    7 May 2021, 16:44 BST
  2. Official notice release published
    7 May 2021, 16:44 BST
  3. Buyer information updated
    7 May 2021, 16:44 BST
Lots and requirements (1)
Published by the contracting authority
  • Lot 1 · #1
    Individual lot title not published
    cancelled
    Published valueNot published
    TfW requires the provision of Contact Centre services. This includes a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing bus and new projects across Wales. The contract term will be for 18 months with the option to extend for 12 months at 6 month intervals. The current bus projects are operated under our “fflecsi” brand and are Demand Responsive Transport (DRT) and Integrated Responsive Transport – Customer Enquiries & Bookings. The service provision must align to TfW’s Customer Contact Strategy and Customer Experience Objectives: * 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
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
Timeline
  1. Procedure published
    7 May 2021, 16:44 BST
  2. Award active
    Not published · Not published
  3. Contract active
    Signed 13 Jan 2021, 00:00 GMT · £375,000
Commercial outcome and competition
Awards
CONNECT ASSIST LTD
Not published · Not published · active
Contracts
Contract
£375,000 · signed 13 Jan 2021, 00:00 GMT · active
Bid statistics
bids: 3 (lot 1)
electronicBids: 3 (lot 1)
foreignBidsFromEU: 3 (lot 1)
foreignBidsFromNonEU: 0 (lot 1)
smeBids: 2 (lot 1)
Buyer and organisations in this procedure

Transport for Wales

Contracting authority GB-FTS-15563
View buyer profile

  • Transport for Wales
    buyer
    centralPurchasingBody

    3 Llys Cadwyn,, Pontypridd,, UKL, CF37 4TH
    Procurement@tfw.wales
    +44 2921673434

  • CONNECT ASSIST LTD
    supplier

    CONNECT ASSIST LTD, Unit 3 Cefn Coed Parc, Nantgarw, Cardiff, UKL15, CF157QQ

  • High Court
    reviewBody

    Royal Courts of Justice, The Strand, London, WC2A 2LL
    +44 2079477501
Documents (0)
Official links; attachments are not copied
No data
No linked documents are published
Related procedures (0)
No data
No related procedures published