Official UK procurement notice
Customer Contact Centre — UK public procurement notice
Authority: Thameslink Southern Great Northern Limited (TSGN) (Public body)
Sectors: Business Services & Consultancy (79) Delivery: London (UKI)
Awarded value£8,400,000published award · inc. VAT
Award in standstill Not publishedno call for competition
Award (standstill) to CONCENTRIX TSC UK LTD
What is being bought
Published requirement descriptionGTR is seeking to appoint a provider to deliver the contact help desk services. Provision of outsourced customer contact centre services. The service operates in a demand-led environment, with resource requirements varying in response to customer contact volumes, operational disruptions, service changes and other ad hoc or unplanned events.
The lotProcurement structure
single lot · no lot value publishedLot #1Awarded
79342300 Customer services79512000 Call centre
Procedure terms & legal framework
From the official record- Procedure method
- Direct award
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Notice status
- Awarded without competition
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Utilities
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Direct award — no call for competition
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- No (one-off requirement)
- First published
- 30 Sept 2026, 15:26 BST
- Last source update
- 30 Sept 2026, 15:26 BST
- FTS notice number
2026/S 000-092491- Latest notice
- Transparency notice (UK5)
- Delivery area
- Official registry OCID
ocds-h6vhtk-077ddaFind a Tender
- Why no open competition
- Additional Repeat Extension Partial Replacement
- Published justification
- GTR has considered whether a competitive procurement exercise should be undertaken. However, due to ongoing uncertainty regarding the future regionalisation of contact centres, wider rail reform, and the transition of Train Operating Companies into public ownership, there is insufficient clarity regarding future customer service operating models. Conducting a procurement at this stage could result in a solution that does not align with future industry requirements and may not provide value for money. The proposed extension will provide continuity of service, negate a mobilisation period and transition costs, minimise operational disruption, and allow time for the future direction of industry arrangements to become clearer.
Commercial outcome & contract awards
Published awards, contracts and bid statistics — not a forecastAwards 1some still in standstill
Awarded value (inc. VAT) £8,400,0001 award inc. VAT — no net value published
| Awarded to | Value | Date | Status |
|---|---|---|---|
| CONCENTRIX TSC UK LTD17 Oct 2026 — 16 Oct 2028Options: Enhanced functional software to the platform and service offerings | £8,400,000 inc. VAT | — | Standstill |
Notice history
2 events · 1 release on Find a Tender · since 30 Sept 2026- Contract signature expected16 Oct 2026, 23:59 BSTscheduled
- Transparency notice published30 Sept 2026, 15:26 BSTUK5
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- Concentrix TSC UK LTDAwarded supplier
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Conflict of interest declarationNot published
Notices published for this procedure
- Transparency notice Transparency notice on Find a Tender