Section one: Contracting entity
one.1) Name and addresses
GOVIA THAMESLINK RAILWAY LIMITED
1st Floor Monument Place, 24 Monument Street
London
EC3R8AJ
Contact
Dulcie Neal
Telephone
+44 7929063232
Country
United Kingdom
Region code
UKI31 - Camden and City of London
Companies House
07934306
Internet address(es)
Main address
one.6) Main activity
Railway services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
The Provision of a Customer Service Training Package
Reference number
2024/S 000-029913
two.1.2) Main CPV code
- 80000000 - Education and training services
two.1.3) Type of contract
Services
two.1.4) Short description
As part of GTR's Service Quality Regime (SQR) (internal auditing and mystery shopping) and customer feedback, we have recognised a requirement and opportunity for redefining Customer Service Standards to align to increasing customers' expectations and defining and delivering a best-in-class Customer Service Training Package to underpin consistent and sustainable delivery to these standards by GTR customer-facing staff (employees), excluding drivers, and others who interact with customers as part of the GTR team
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £1,000,000
two.2) Description
two.2.2) Additional CPV code(s)
- 79632000 - Personnel-training services
- 79633000 - Staff development services
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement
As part of GTR's Service Quality Regime (SQR) (internal auditing and mystery shopping) and customer feedback, we have recognised a requirement and opportunity for redefining Customer Service Standards to align to increasing customers' expectations and defining and delivering a best-in-class Customer Service Training Package to underpin consistent and sustainable delivery to these standards by GTR customer-facing staff (employees), excluding drivers, and others who interact with customers as part of the GTR team
two.2.5) Award criteria
Price
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2024/S 000-029913
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
27 May 2025
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
The Happy Consultancy Group
Chelmsford
Country
United Kingdom
NUTS code
- UK - United Kingdom
Companies House
09658948
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £618,098.50
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
High Court
London
Country
United Kingdom