ScotRail Customer Contact Centre

{
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  "date": "2025-11-14T13:03:54Z",
  "ocid": "ocds-h6vhtk-03f5ae",
  "buyer": {
    "id": "GB-FTS-66859",
    "name": "ScotRail Trains Limited"
  },
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        "hasOptions": false,
        "description": "ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future",
        "awardCriteria": {
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            "description": "Telephone operator services"
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          {
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            "description": "Office-support services"
          }
        ]
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    ],
    "title": "ScotRail Customer Contact Centre",
    "status": "complete",
    "coveredBy": [
      "GPA"
    ],
    "legalBasis": {
      "id": "32014L0025",
      "scheme": "CELEX"
    },
    "description": "ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future",
    "classification": {
      "id": "79512000",
      "scheme": "CPV",
      "description": "Call centre"
    },
    "procurementMethod": "selective",
    "mainProcurementCategory": "services",
    "procurementMethodDetails": "Negotiated procedure with prior call for competition"
  },
  "parties": [
    {
      "id": "GB-FTS-66859",
      "name": "ScotRail Trains Limited",
      "roles": [
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      ],
      "address": {
        "region": "UKM",
        "locality": "Glasgow",
        "postalCode": "G2 6HQ",
        "countryName": "United Kingdom",
        "streetAddress": "Atrium Court, , 50 Waterloo Street"
      },
      "details": {
        "url": "https://www.scotrail.co.uk/",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA30589",
        "classifications": [
          {
            "id": "RAILWAY_SERVICES",
            "scheme": "TED_CE_ACTIVITY",
            "description": "Railway services"
          }
        ]
      },
      "identifier": {
        "legalName": "ScotRail Trains Limited"
      },
      "contactPoint": {
        "email": "kathleen.gay@scotrail.co.uk",
        "telephone": "+44 3448110141"
      }
    },
    {
      "id": "GB-FTS-166599",
      "name": "Teleperformance Ltd",
      "roles": [
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      "address": {
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        "locality": "Bristol",
        "postalCode": "BS1 3LG",
        "countryName": "United Kingdom",
        "streetAddress": "Spectrum Building, Bond Street"
      },
      "details": {
        "scale": "large"
      },
      "identifier": {
        "legalName": "Teleperformance Ltd"
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    {
      "id": "GB-FTS-220",
      "name": "Glasgow Sheriff Court",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Glasgow",
        "countryName": "United Kingdom"
      },
      "identifier": {
        "legalName": "Glasgow Sheriff Court"
      }
    }
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      "awardID": "073972-2025-1",
      "dateSigned": "2025-10-07T00:00:00+01:00"
    }
  ],
  "description": "(SC Ref:814974)",
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}

{
  "id": "006727-2024",
  "tag": [
    "tender"
  ],
  "date": "2024-03-01T15:59:53Z",
  "ocid": "ocds-h6vhtk-03f5ae",
  "buyer": {
    "id": "GB-FTS-66859",
    "name": "ScotRail Trains Limited"
  },
  "links": [
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  ],
  "tender": {
    "id": "SR188",
    "lots": [
      {
        "id": "1",
        "status": "active",
        "renewal": {
          "description": "The proposed contract term is three years initially to 31 March 2028 with four optional 12 month extensions with an end date of 31 March 2032. ScotRail reserves the right to take these extension options in multiple allocations of 12 months."
        },
        "hasOptions": false,
        "hasRenewal": true,
        "description": "SRT invites prospective suppliers to participate in this procurement process for a fully managed customer contact centre. SRT is looking to procure contact centre services to enhance its customer relations, smartcard helpline, delay repay and tele sales operations serving B2C and B2B customers. SRT is looking for an innovative partner who, during the life of the contract, can help modernise our contact centre and the methods we use to communicate with our customers. Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx\nSuppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline. Additional information: Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx\nSuppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline",
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    ],
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            "scheme": "CPV",
            "description": "Call centre"
          },
          {
            "id": "79511000",
            "scheme": "CPV",
            "description": "Telephone operator services"
          },
          {
            "id": "79510000",
            "scheme": "CPV",
            "description": "Telephone-answering services"
          },
          {
            "id": "79500000",
            "scheme": "CPV",
            "description": "Office-support services"
          }
        ]
      }
    ],
    "title": "ScotRail Customer Contact Centre",
    "status": "active",
    "coveredBy": [
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    ],
    "documents": [
      {
        "id": "economic",
        "documentType": "economicSelectionCriteria"
      },
      {
        "id": "technical",
        "documentType": "technicalSelectionCriteria"
      }
    ],
    "legalBasis": {
      "id": "32014L0025",
      "scheme": "CELEX"
    },
    "description": "SRT invites prospective suppliers to participate in this procurement process for a fully managed customer contact centre. SRT is looking to procure contact centre services to enhance its customer relations, smartcard helpline, delay repay and tele sales operations serving B2C and B2B customers. SRT is looking for an innovative partner who, during the life of the contract, can help modernise our contact centre and the methods we use to communicate with our customers. Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx\nSuppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline.",
    "secondStage": {
      "invitationDate": "2024-05-01T00:00:00+01:00",
      "successiveReduction": true
    },
    "tenderPeriod": {
      "endDate": "2024-04-03T12:00:00+01:00"
    },
    "contractTerms": {
      "hasElectronicPayment": true,
      "hasElectronicOrdering": true,
      "electronicInvoicingPolicy": "allowed"
    },
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    "classification": {
      "id": "79512000",
      "scheme": "CPV",
      "description": "Call centre"
    },
    "submissionTerms": {
      "languages": [
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      ]
    },
    "submissionMethod": [
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    ],
    "procurementMethod": "selective",
    "mainProcurementCategory": "services",
    "submissionMethodDetails": "https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx",
    "procurementMethodDetails": "Negotiated procedure with prior call for competition"
  },
  "parties": [
    {
      "id": "GB-FTS-66859",
      "name": "ScotRail Trains Limited",
      "roles": [
        "buyer",
        "centralPurchasingBody"
      ],
      "address": {
        "region": "UKM",
        "locality": "Glasgow",
        "postalCode": "G2 6HQ",
        "countryName": "United Kingdom",
        "streetAddress": "Atrium Court, , 50 Waterloo Street"
      },
      "details": {
        "url": "https://www.scotrail.co.uk/",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA30589",
        "classifications": [
          {
            "id": "RAILWAY_SERVICES",
            "scheme": "TED_CE_ACTIVITY",
            "description": "Railway services"
          }
        ]
      },
      "identifier": {
        "legalName": "ScotRail Trains Limited"
      },
      "contactPoint": {
        "url": "https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx",
        "email": "kathleen.gay@scotrail.co.uk",
        "telephone": "+44 3448110141"
      }
    },
    {
      "id": "GB-FTS-220",
      "name": "Glasgow Sheriff Court",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Glasgow",
        "countryName": "United Kingdom"
      },
      "identifier": {
        "legalName": "Glasgow Sheriff Court"
      }
    }
  ],
  "language": "en",
  "description": "ScotRail Trains Ltd is a wholly owned subsidiary of Scottish Rail Holdings Limited “SRH” (Company Number SC548826), which itself is wholly owned by the Scottish Ministers. SRT has been established to fulfil the Scottish Ministers’ obligation, under Section 30 of the Railways Act 1993 (as amended), to maintain the provision of rail services for the carriage of passengers. The use of this service could be extended to SRH or its other subsidiaries in the future.\nCommunity benefits are included in this requirement. For more information see: https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-procurement/\nA summary of the expected community benefits has been provided as follows:\nTo be evaluated further at ITN stage but minimum requirements will be:\n- Living Wage\n- Diversity & Inclusion policies\n- Promotion of local employment including Graduates & Apprenticeships where appropriate\n- Sustainable practices & Environmental Management\n- SME & Supported Business Engagement where appropriate\n(SC Ref:759207)",
  "initiationType": "tender"
}

{
  "id": "024538-2023",
  "tag": [
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  ],
  "date": "2023-08-21T16:31:48+01:00",
  "ocid": "ocds-h6vhtk-03f5ae",
  "buyer": {
    "id": "GB-FTS-90698",
    "name": "ScotRail Trains Ltd"
  },
  "links": [
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      "href": "https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000742341"
    }
  ],
  "tender": {
    "id": "SR188",
    "lots": [
      {
        "id": "1",
        "title": "Finance Services",
        "status": "planned",
        "description": "ScotRail are looking for a  provider of Finance Services for accounts payable (c40,000 transactions per annum), accounts receivable (c2,000 transactions per annum), treasury, balance sheet reconciling and  VAT returns.\nScotRail currently have the following systems to support these services and will provide licence access. However, these systems may be subject to change over the life of the contract where ScotRail review the systems strategy for these services and are required to conduct a tender for the systems in the future:\n-\tAdvanced Open Accounts and Ebis for Finance\n-\tInfor for engineering purchases/invoice matching\n-\tRBS for banking\n-\tExperian for credit checking\n-\tDeloitte VAT processing software Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message indicating that are noting interest for Lot 1 Finance Services. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services"
      },
      {
        "id": "2",
        "title": "Payroll Services",
        "status": "planned",
        "description": "ScotRail are looking for a provider of Payroll Services for the processing of a payroll for c5,200 active employees on 4 weekly pay cycle. Associated administration tasks to be handled by the provider will include processing changes to employee Terms & Conditions as required, updating payroll records periodically to ensure accurate payment to employees, responding to queries from employees by phone and email, payments to 3rd parties and associated administrative tasks, pension scheme administration, P11D’s, and MI and reporting.\nScotRail currently have iTrent for payroll and will provide licence access to the system. However, the payroll system may be subject to change over the life of the contract where ScotRail review their systems strategy for this service and are required to conduct a tender for the system in the future Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 2 Payroll Services. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services"
      },
      {
        "id": "3",
        "title": "Customer Service Centre",
        "status": "planned",
        "description": "ScotRail are looking for a provider (or providers) of managed customer contact centre services to handle our c350k annual customer contacts. This includes the provision of hardware, software, security and workflow management solutions. ScotRail are looking for service providers capable of:\nCustomer Contact Centre\n-\thandling enquiries, complaints and refund requests via letter, email, webform and chat;\n-\thandling incoming and outgoing sales, aftersales (including refunds), general enquiries and complaints via phone call;\n-\tprocessing claims for compensation (in-line with our Delay-Repay scheme rules);\n-\trecording and reporting customer feedback for all contact methods and types; and\n-\tmanual and automated workflows.\nBusiness Fulfilment\n-\tprocessing incoming customer letters and claim forms, including scanning;\n-\tprocessing outgoing mail, including printing, folding, inserting, sealing envelopes, franking, and posting;\n-\tsecure physical storage of hard copy letters and claim forms post scanning-\n-\tmanagement of freepost facilities; and\n-\tprocessing payments (such as BACs, Bank Card, PayPal).\nManagement reporting\n-\tdaily, weekly, and periodic reporting\nTraining and workflow management\n-\tdocument existing processes and business information;\n-\tcreate efficient workflow processes;\n-\tcreate training material; and\n-\tdeliver training to contact centre employees. Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 3 Customer Service Centre. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services."
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKM"
          }
        ],
        "additionalClassifications": [
          {
            "id": "79211000",
            "scheme": "CPV",
            "description": "Accounting services"
          },
          {
            "id": "79211120",
            "scheme": "CPV",
            "description": "Sales and purchases recording services"
          }
        ]
      },
      {
        "id": "2",
        "relatedLot": "2",
        "deliveryAddresses": [
          {
            "region": "UKM"
          }
        ],
        "additionalClassifications": [
          {
            "id": "79211110",
            "scheme": "CPV",
            "description": "Payroll management services"
          }
        ]
      },
      {
        "id": "3",
        "relatedLot": "3",
        "deliveryAddresses": [
          {
            "region": "UKM"
          }
        ],
        "additionalClassifications": [
          {
            "id": "79500000",
            "scheme": "CPV",
            "description": "Office-support services"
          },
          {
            "id": "79511000",
            "scheme": "CPV",
            "description": "Telephone operator services"
          },
          {
            "id": "79512000",
            "scheme": "CPV",
            "description": "Call centre"
          }
        ]
      }
    ],
    "title": "ScotRail Finance, Payroll and Customer Experience Services",
    "status": "planned",
    "coveredBy": [
      "GPA"
    ],
    "legalBasis": {
      "id": "32014L0025",
      "scheme": "CELEX"
    },
    "description": "ScotRail currently operates an out-sourced Shared Service Centre providing finance, payroll and customer service functions and is looking to engage the market and understand the capabilities of potential suppliers to provide these services in the future. This assessment will shape our strategy and tender documents for the future of our finance, payroll and customer service functions. ScotRail plan to go to the market to procure this in late 2023.\nProspective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer functionality to send a message indicating which Lot(s) they are noting interest for. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services.",
    "communication": {
      "futureNoticeDate": "2023-10-02T00:00:00+01:00"
    },
    "classification": {
      "id": "79000000",
      "scheme": "CPV",
      "description": "Business services: law, marketing, consulting, recruitment, printing and security"
    },
    "mainProcurementCategory": "services"
  },
  "parties": [
    {
      "id": "GB-FTS-90698",
      "name": "ScotRail Trains Ltd",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKM",
        "locality": "Glasgow",
        "postalCode": "G31 3EW",
        "countryName": "United Kingdom",
        "streetAddress": "Atrium Court, , 50 Waterloo Street"
      },
      "details": {
        "url": "https://www.scotrail.co.uk/",
        "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA30589",
        "classifications": [
          {
            "id": "RAILWAY_SERVICES",
            "scheme": "TED_CE_ACTIVITY",
            "description": "Railway services"
          }
        ]
      },
      "identifier": {
        "legalName": "ScotRail Trains Ltd"
      },
      "contactPoint": {
        "email": "kathleen.gay@scotrail.co.uk"
      }
    }
  ],
  "language": "en",
  "description": "Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message stating which Lot(s) they are noting interest for. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services.\nNOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=742341.\n(SC Ref:742341)",
  "initiationType": "tender"
}