Official UK procurement notice
Out-of-Hours Customer Support Services
Authority: Transport for Wales Rail Limited (Utility Buyer) (Public body)
What is being bought
Published requirement descriptionThis contract is for the provision of Out of Hours Customer Support Services to ensure continuous support for customers outside standard business hours. The service includes handling inbound customer queries, providing assistance, and escalating issues as required to maintain service continuity and customer satisfaction.
CPV: Call centre · Helpdesk and support services · Telecommunications services · Telephone-answering services
The lotProcurement structure
single lot · value publishedLot #1AwardedRenewalPublished value£208,000
- Condition of participation
The service will need to be able to provide bilingual (English and Welsh)
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published sub-criteria (2)
- Quality: 60%
- Cost: 40%
Published award criteria (2)
- Quality
- Cost
- Condition of participation
The service will need to be able to provide bilingual (English and Welsh)
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Below threshold - open competition
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Below threshold
- Regulatory regime
- Utilities
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 24 Sept 2025, 08:37 BST
- Last source update
- 26 Nov 2025, 12:39 GMT
- Authority reference
TFW0904.00- FTS notice number
2025/S 000-059059- Latest notice
- Contract award notice (UK6)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-05a090Find a Tender
How it was run
Official notice- Submission deadline
- 24 Oct 2025, 12:00 BST
- Clarification deadline
- 20 Oct 2025, 12:00 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
All tender costs and liabilities are the sole responsibility of bidders. The contracting authority reserves the right to award the contract in whole or in part, or to pause, halt, or annul the process without awarding. To submit a formal proposal, access the ITT via the eTenderWales portal.
- Register at etenderwales.bravosolution.co.uk ↗ (only once): accept T&Cs, enter correct business/user details.
- Express interest: log in, click 'ITT Open to all suppliers', select ITT_120118 click 'express interest'. This moves the ITT to 'my ITTs'—a secure area.
Access documents via 'buyer attachments'.
- Respond: click 'my response' under 'ITT details', choose 'create response' or 'decline' (with reason). Use 'messages' to contact the buyer. Note the deadline and follow on-screen instructions.
Note: All bidders must be registered on the Central Digital Platform (with Unique ID) and on www.sell2wales.co.uk ↗.
Timeline
24 Sept 2025 → 1 Jan 2026 · 5 dates- Tender notice published392 days ago24 Sept 2025, 08:37 BST
- Clarification questions by366 days ago20 Oct 2025, 12:00 BST
- Submission deadline362 days ago24 Oct 2025, 12:00 BST
- Latest notice published329 days ago26 Nov 2025, 12:39 GMT
- Contract starts293 days ago1 Jan 2026
Notice history
4 events · 2 releases on Find a Tender · since 24 Sept 2025- Tender notice published24 Sept 2025, 08:37 BSTUK4
- Contract award notice published26 Nov 2025, 12:39 GMTUK6
- Status changed to complete26 Nov 2025, 12:39 GMT
- Contract signature expected8 Dec 2025, 23:59 GMTscheduled
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Journeycall Ltd1 Jan 2026 – 31 Dec 2028 · up to 31 Dec 2030Extensions: 2x 12 month optional extension periods available | £166,400 | 24 Nov 2025 | Awarded |
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- Journeycall LimitedAwarded supplier
Official documents & specifications (3)
Official links; attachments are not copiedTender pack and attachments
- Bidding documents and specifications Please refer to the submission instructions for guidance.
Notices published for this procedure
- Contract award notice Contract award notice on Find a Tender
- Tender notice Tender notice on Find a Tender