Find a Tender
planned
Official procurement procedure
Contact Centre Technology Innovation Trial
Customer services
Customer-care services
IT services: consulting
+3 more
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 London: "Contact Centre Technology Innovation Trial". Published status: planned. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
| Contracting Authority | Transport for London | Scope & Categories | Not published | Submission Window | planned No deadline published |
|---|---|---|---|---|---|
| Submission Gateway | Direct notice route | Legal Basis & Regime | Standard procurement | Estimated Value (exc. VAT) | Not published |
Bidder Intelligence · Authority Profile: Transport for London
Market Analytics
Derived from OCDS awards & bid statistics
Published history for Transport for London. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Average Price Reduction
Not availableInsufficient comparable data
Competition Density
3.7Bids / Report
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate availablePayment Terms
Check noticePublished terms
Coverage: 49 active published awards; 35 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. Price reduction 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 Unpublished data stays unknown.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 London | Procedure methodNot published | Procurement categoryNot published |
Statusplanned | 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 Mar 2024, 13:27 GMT | Last source update7 Mar 2024, 13:27 GMT | Recurring procurementNot published |
ClassificationCustomer services, Customer-care services, IT services: consulting, software development, Internet and support, Software package and information systems | ||
Delivery area | ||
OCIDocds-h6vhtk-044661 | ||
What is being bought
Transport for London (TfL) is undertaking an early market engagement exercise, by inviting potential suppliers to complete a Market Sounding Questionnaire (MSQ) for an upcoming Contact Centre Technology innovation trial.
TfL is exploring how through the use of new technology, it can make improvements in the contact centre through :
• Handling the increased demand coming into the contact centres
• Reducing the demand coming into our contact centres
• Maximising the use of current and new data to produce strategic insights on TfL customers and contact centre performance
• Improve our customer's experience as well as the experience of contact centre advisors
Therefore, TfL is seeking innovative solutions that can overcome some of these challenges.
To receive the MSQ please email MSQinnovation@tfl.gov.uk expressing your interest with the email subject heading of Contact Centre Technology MSQ Request [include your company name]. To submit your MSQ please also email MSQinnovation@tfl.gov.uk using the subject heading Contact Centre Technology MSQ Response [include your company name].
Please can you express your interest by emailing MSQinnovation@tfl.gov.uk by close of play 4th April 2024 to be gain access to the MSQ event. The last date that MSQ submissions shall be accepted is 10th April 2024.
What changed
From the official release history
- Status changed to planned
7 Mar 2024, 13:27 GMT - Official notice release published
7 Mar 2024, 13:27 GMT - Buyer information updated
7 Mar 2024, 13:27 GMT
Lots and requirements (1)
Published by the contracting authority
- Lot 1 · #1Individual lot title not publishedplannedPublished valueNot publishedTfL's Contact Centre Operations is comprised of an internal TfL contact centre and three outsourced partners. TfL is exploring how, through the use of new technologies, it can better • handle the demand coming into our contact centres? • reduce the demand coming into our contact centres? • maximise the use of current and new data to drive strategic insights? • improve our customer's experience TfL is seeking innovative solutions that can overcome some of the challenges it faces as well as which can offer the most substantial value. Suppliers will be able to inform TfL if they have solutions based on the following 5 capabilities: 1. Self-service Chatbots: A first point of contact to resolve TfL customer issues through self-serving our customers, where possible 2. Omni-channel / New Channels: A capability offering new and diverse methods of communication for TfL customers, such as WhatsApp, as well as the ability to collect and analyse data from across multiple channels 3. Agent Assist: A capability to augment and improve the contact centre advisors' ability to respond to customers as well as improve their productivity 4. Case Management: A capability that utilises automation to triage and manage cases TfL are also interested in any capabilities related to technology in contact centres that go beyond these 5 capabilities.Contract periodNot publishedEligibilityNot publishedOptions / renewalNot published
Timeline
- Procedure published
7 Mar 2024, 13:27 GMT
Commercial outcome and competition
AwardsNo award published |
ContractsNo contract published |
Bid statisticsNo aggregate bid statistics published |
Buyer and organisations in this procedure
Transport for London
Contracting authority GB-FTS-14777Documents (0)
Official links; attachments are not copied
No linked documents are published
Related procedures (0)
No related procedures published