Contract

The Provision of a Customer Service Training Package

  • GOVIA THAMESLINK RAILWAY LIMITED

F06: Contract award notice – utilities

Notice identifier: 2025/S 000-028673

Procurement identifier (OCID): ocds-h6vhtk-049c09 (view related notices)

Published 30 May 2025, 10:15am



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

Email

dulcie.neal@gtrailway.com

Telephone

+44 7929063232

Country

United Kingdom

Region code

UKI31 - Camden and City of London

Companies House

07934306

Internet address(es)

Main address

https://gtrailway.com/

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