Official UK procurement notice
National Contact Centre · Journeycall Ltd for NETWORK RAIL INFRASTRUCTURE LIMITED (Feb 2021)
Authority: NETWORK RAIL INFRASTRUCTURE LIMITED (Central government)
What is being bought
Published requirement descriptionNetwork Rail requires a National Contact Centre Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk. The service is 24/7, 365 days a year, 366 days in a leap year and covers telephony, live chat, email, letter processing and the management of Network Rail’s social media
- Recurrence: 72
CPV: Call centre · Telecommunication services except telephone and data transmission services
The lotProcurement structure
single lot · value publishedLot #1Network Rail requires a National Contact Centre Service for the use of external…AwardedPublished value£10,223,000
Network Rail requires a National Contact Centre Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk.
The service is 24/7, 365 days a year, 366 days in a leap year and covers telephony, live chat, email and letter processing and the management of Network Rail’s social media.
Procedure terms & legal framework
From the official record- Procedure method
- Negotiated procedure with prior call for competition
- Legal basis
- CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Yes · 72
- First published
- 9 Feb 2021, 22:56 GMT
- Last source update
- 12 Jan 2022, 22:45 GMT
- FTS notice number
2022/S 000-000959- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-028a22Find a Tender
How it was run
Official notice- Submission deadline
- 19 Apr 2021
- Submission channel
- {"electronicSubmission","written"}
- Accepted languages
- en
Timeline
19 Apr 2021 → 12 Jan 2022 · 2 dates- Submission deadline19 Apr 2021
- Notice published12 Jan 2022, 22:45 GMT
Notice history
4 events · 3 releases on Find a Tender · since 27 Jul 2021- Status changed to active27 Jul 2021, 18:14 BST
- Procurement method changed27 Jul 2021, 18:14 BST
- Deadline moved to 19 Apr 202127 Jul 2021, 18:14 BST+63 days · was 15 Feb 2021
- Status changed to complete12 Jan 2022, 22:45 GMT
Published amendments (1 · 1 deadline change)
| When | What | Before | After | Shift |
|---|---|---|---|---|
| — | DeadlineDate · IV.2.2 | 19 Apr 2021 | 15 Feb 2021 | -63 d |
1 amendment published without a description.
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Journeycall Ltd | £3,815,629 † | — | Awarded |
Contracts
National Contact Centre · Journeycall Ltd
- Signed
- 1 Nov 2021
- Value
- £3,815,629
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 3bids | — | — | — |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Network Rail Infrastructure LimitedReview body
- The High CourtMediation body
Bidders & participating suppliers
1 commercial party on the notice- JourneycallAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.