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active
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Tender for the Provision of Customer Contact Centre Managed Service

Customer services
UK
Published value
Not published
Submission deadline 28 Feb 2025, 17:00 GMT
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: ARRIVA UK TRAINS LIMITED: "Tender for the Provision of Customer Contact Centre Managed Service". Published status: active. Published value: Value not published. 1 published lot. Recorded submission deadline: 28 Feb 2025, 17:00 GMT. See the official notice for participation instructions.
Contracting AuthorityARRIVA UK TRAINS LIMITEDScope & CategoriesNot publishedSubmission Window
Closed
28 Feb 2025, 17:00 GMT
Submission GatewayDirect notice routeLegal Basis & RegimeStandard procurementEstimated Value (exc. VAT)Not published
Bidder Intelligence · Authority Profile: ARRIVA UK TRAINS LIMITED
Market Analytics
View Authority Profile →
Derived from OCDS awards & bid statistics
Published history for ARRIVA UK TRAINS LIMITED. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Requires at least 5 comparable procedures
Competition Density
Not availableNo published reports
Bid counts are not published for this buyer
Supplier ConcentrationHigh Concentration
Worldline IT Services UK LimitedTop vendor: 100% of attributable value
Payment Terms
Check noticePublished terms
Payment obligations depend on the applicable regime and contract. Consult the official documents.
Coverage: 1 active published awards; 0 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Historical Awarded Suppliers With This Authority:
Supplier NameHistoric AwardsAttributable GBP Value
Worldline IT Services UK Limited1 win£1,200,000
Procedure terms
Contracting AuthorityARRIVA UK TRAINS LIMITED
Procedure methodNot published
Procurement categoryNot published
Statusactive
Framework / DPSNot published
CompetitionNot published
Above thresholdNot published
Legal basisNot published
Tender period startsNot published
Clarification deadlineNot published
Electronic submissionNot published
Submission languagesNot published
Published27 Jan 2025, 17:25 GMT
Last source update27 Jan 2025, 17:25 GMT
Recurring procurementNo
ClassificationCustomer services
Delivery area
UK
OCIDocds-h6vhtk-04d696
What is being bought
Tender is being conducted for the provision of a customer contact centre-managed service for Train Operating Companies (TOCs) Chiltern and Grand Central. This will include providing agents to assist our customers with telesales, web support, passenger assistance, NRE transfer, emails, and refunds. (Retail or Transport experience is required).
What changed
From the official release history
  1. Status changed to active
    27 Jan 2025, 17:25 GMT
  2. Official notice release published
    27 Jan 2025, 17:25 GMT
  3. Submission deadline changed to 28 Feb 2025, 17:00 GMT
    27 Jan 2025, 17:25 GMT
  4. Buyer information updated
    27 Jan 2025, 17:25 GMT
Lots and requirements (1)
Published by the contracting authority
  • Lot 1 · #1
    Individual lot title not published
    active
    Published valueNot published
    Arriva UK Trains (AUKT) is running a tender for the provision of a Customer Contact Centre-managed service on behalf of Train Operating Companies (TOCs) Chiltern and Grand Central. AUKT defines the Customer Contact Centre services as providing seamless support across various communication channels, including phone, and email for, telesales, web aftersales support, assisted travel, transfers from NRE, refund processing for online and telesales and ad hoc overflow for customer relations. The average volume per month for Chiltern is 1000 calls, and for Grand Central's is 1200 calls, across various touch points. The Customer Contact Centre must support various communication channels, including live chat, social media, and the use of AI in responding to basic queries in the future for Grand Central and Chiltern. AUKT requires the service to be able to manage increases/decreases in volumes over time with a multi-skilled team, in order to meet our required SLAs.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
Timeline
  1. Procedure published
    27 Jan 2025, 17:25 GMT
  2. Submission deadline
    28 Feb 2025, 17:00 GMT
Commercial outcome and competition
AwardsNo award published
ContractsNo contract published
Bid statisticsNo aggregate bid statistics published
Buyer and organisations in this procedure

ARRIVA UK TRAINS LIMITED

Contracting authority GB-COH-03166214
View buyer profile
Documents (0)
Official links; attachments are not copied
No data
No linked documents are published
Related procedures (0)
No data
No related procedures published