Out-of-Hours Customer Support Services

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      "title": "Out of Hours Customer Support Services",
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      "status": "active",
      "renewal": {
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    "title": "Out-of-Hours Customer Support Services",
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    "legalBasis": {
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      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents",
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    "description": "This 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. ",
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      "address": {
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        "country": "GB",
        "locality": "Pontypridd",
        "postalCode": "CF37 4TH",
        "countryName": "United Kingdom",
        "streetAddress": "3 Llys Cadwyn"
      },
      "details": {
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      },
      "identifier": {
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        "scheme": "GB-PPON"
      },
      "contactPoint": {
        "name": "Chloe Allen",
        "email": "chloe.allen@tfw.wales"
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    },
    {
      "id": "GB-PPON-PHHP-7493-YMQM",
      "name": "Journeycall Limited",
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      "address": {
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        "country": "GB",
        "locality": "Dundee",
        "postalCode": "DD1 3JA",
        "countryName": "United Kingdom",
        "streetAddress": "14 City Quay"
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      },
      "identifier": {
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      "contactPoint": {
        "email": "kieran.murray@the-espgroup.com"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}

{
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  "date": "2025-09-24T08:37:29+01:00",
  "ocid": "ocds-h6vhtk-05a090",
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    "name": "Transport for Wales Rail Limited (Utility Buyer)"
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        "contractPeriod": {
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          "maxExtentDate": "2029-12-31T23:59:59+00:00"
        },
        "selectionCriteria": {
          "criteria": [
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              "description": "The service will need to be able to provide bilingual (English and Welsh)"
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    ],
    "items": [
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            "description": "Call centre"
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            "description": "Telephone-answering services"
          },
          {
            "id": "72253000",
            "scheme": "CPV",
            "description": "Helpdesk and support services"
          },
          {
            "id": "64200000",
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            "description": "Telecommunications services"
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    "title": "Out-of-Hours Customer Support Services",
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      "currency": "GBP",
      "amountGross": 249600
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    "status": "active",
    "documents": [
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        "id": "L-2",
        "url": "https://etenderwales.bravosolution.co.uk/go/74690408019976A685F0",
        "description": "Please refer to the submission instructions for guidance.",
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      {
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        "url": "https://www.find-tender.service.gov.uk/Notice/059059-2025",
        "format": "text/html",
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        "datePublished": "2025-09-24T08:37:29+01:00"
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    "description": "Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW’s Terms and Conditions. The anticipated start date is 1st January 2026.\nThe service will need to be able to provide bilingual (English and Welsh) customer support via telephone, social media, and email, operating 7 days a week during specified out-of-hours periods. Key requirements include accessibility compliance, call and email handling, CRM integration, customer satisfaction tracking, and robust business continuity. TfWRL will provide system access, training, and ongoing support.",
    "tenderPeriod": {
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    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed"
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    "submissionMethodDetails": "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.\n1. Register at https://etenderwales.bravosolution.co.uk (only once): accept T&Cs, enter correct business/user details.\n2. 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. \nAccess documents via 'buyer attachments'.\n3. 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.\nNote: All bidders must be registered on the Central Digital Platform (with Unique ID) and on www.Sell2Wales.co.uk.",
    "procurementMethodDetails": "Below threshold - open competition"
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  "parties": [
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      "id": "GB-PPON-PVJP-5451-JYWQ",
      "name": "Transport for Wales Rail Limited (Utility Buyer)",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKL15",
        "country": "GB",
        "locality": "Pontypridd",
        "postalCode": "CF37 4TH",
        "countryName": "United Kingdom",
        "streetAddress": "3 Llys Cadwyn"
      },
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        "url": "http://www.tfwrail.wales",
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            "description": "Welsh devolved regulations apply"
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      "identifier": {
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        "scheme": "GB-PPON"
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      "contactPoint": {
        "name": "Chloe Allen",
        "email": "chloe.allen@tfw.wales"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}