Scope
Description
Retail Incident and Fraud Management Services comprising:
1st & 2nd Line Retail Incident Management (RIM)
E-commerce Fraud Prevention (eFP)
Account Management
Contract 1. Retail Incident and Fraud Management Services
Supplier
Contract value
- £2,023,391 excluding VAT
- £2,428,069 including VAT
Above the relevant threshold
Date signed
7 January 2026
Contract dates
- 9 January 2026 to 15 October 2028
- 2 years, 9 months, 7 days
Main procurement category
Services
CPV classifications
- 72253000 - Helpdesk and support services
Contract locations
- UK - United Kingdom
Key performance indicators
| Name | Description | Reporting frequency |
|---|---|---|
| Response Time | 99% of priority 1 incidents to be resolved in one hour 99% of priority 2 incidents to be resolved in two hours 95% of priority 3 incidents to be resolved within three hours |
1 months |
Contract 2. Retail Incident and Fraud Management Services
Supplier
Contract value
- £2,023,391 excluding VAT
- £2,428,069 including VAT
Above the relevant threshold
Date signed
7 January 2026
Contract dates
- 9 January 2026 to 15 October 2028
- 2 years, 9 months, 7 days
Main procurement category
Services
CPV classifications
- 72253000 - Helpdesk and support services
Contract locations
- UK - United Kingdom
Key performance indicators
| Name | Description | Reporting frequency |
|---|---|---|
| Response Times | 99% of Priority 1 incidents to be resolved in one hour 99% of Priority 2 incidents to be resolved in two hours 95% of Priority 3 incidents to be resolved in three hours |
1 months |
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Direct award
Special regime
Utilities
Direct award justification
Single supplier - technical reasons
Compatibility with existing systems and technical environment.
A redesign and/or replacement would result in operational risk and disruption.
Supplier
GO-AHEAD HOLDING LIMITED
- Public Procurement Organisation Number: PNMT-5678-QNCM
Second Floor 55 Degrees North
Newcastle Upon Tyne
NE1 6BL
United Kingdom
Email: mark.dale@go-ahead.com
Region: UKC22 - Tyneside
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1. Retail Incident and Fraud Management Services
Contract 2. Retail Incident and Fraud Management Services
Contracting authority
SE TRAINS LIMITED
- Companies House: 03266762
- Public Procurement Organisation Number: PWRR-2348-DXXP
Second Floor
London
SE1 2AU
United Kingdom
Region: UKI44 - Lewisham and Southwark
Organisation type: Public undertaking (commercial organisation subject to public authority oversight)