Section one: Contracting authority
one.1) Name and addresses
Transport for London
Palestra, 197 Blackfriars Road
London
SE1 8NJ
Contact
Mr Kevin Reilly
Telephone
+44 11111
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
Buyer's address
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
TfL 95743 Contact Centre Outsourced Services Framework
Reference number
DN590622
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
This is
two.1.6) Information about lots
This contract is divided into lots: Yes
two.1.7) Total value of the procurement (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
two.2) Description
two.2.1) Title
Contact Centre Outsourced Service - Lot A - Full Service
Lot No
A
two.2.2) Additional CPV code(s)
- 79510000 - Telephone-answering services
- 79512000 - Call centre
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement
Contact Centre Full Service to include Call Handling, Correspondence and Card Fulfilment and Technology
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 40
Price - Weighting: 60
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2) Description
two.2.1) Title
Contact Centre Outsourced Service - Lot B - Contact Handling
Lot No
B
two.2.2) Additional CPV code(s)
- 79510000 - Telephone-answering services
- 79512000 - Call centre
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement
Contact Centre - Call Handling
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60
Price - Weighting: 40
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2) Description
two.2.1) Title
Contact Centre Outsourced Service - Lot C - Fulfilment
Lot No
C
two.2.2) Additional CPV code(s)
- 79512000 - Call centre
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement
Contact Centre - Fulfilment (Correspondence and Card Handling)
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60
Price - Weighting: 40
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2) Description
two.2.1) Title
Contact Centre Outsourced Services - Lot D - Technology
Lot No
D
two.2.2) Additional CPV code(s)
- 79500000 - Office-support services
two.2.3) Place of performance
NUTS codes
- UKI - London
two.2.4) Description of the procurement
Contact Centre - Technology
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60
Price - Weighting: 40
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
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: 2022/S 000-014961
Section five. Award of contract
Contract No
TfL95743
Lot No
1
Title
TfL Contact Centre Outsources Services - Full Service
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 1
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Journeycall Ltd
Arbroath
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
TfL95743 Contact Centre Outsourced Services - Contact Handling
Lot No
b
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 7
Number of tenders received from SMEs: 7
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Journeycall Ltd
Abroath
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
TfL95743 Contact Centre Outsourced Services - Contact Handling
Lot No
B
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 7
Number of tenders received from SMEs: 7
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Marston Holdings
Birmingham
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
TfL95743 Contact Centre Outsourced Services - Contact Handling
Lot No
B
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 7
Number of tenders received from SMEs: 7
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
HGS Ltd
Brentford
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
Tfl95743 Contact Centre Outsourced Services - Contact Handling
Lot No
B
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 7
Number of tenders received from SMEs: 6
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Capita Business Services Limited
London
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
TfL95743 Contact Centre Outsourced Services - Contact Handling
Lot No
B
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 7
Number of tenders received from SMEs: 6
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
ResQ Limited
Hull
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
Tfl95743 Contact Centre Outsourced Services - Fulfilment
Lot No
C
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 3
Number of tenders received by electronic means: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Orbis Protect
Uxbridge
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
TfL95743 Contact Centre Outsourced Services - Fulfilment
Lot No
C
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 3
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 3
Number of tenders received by electronic means: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Journeycall Limited
Arbroath
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
TfL95743 Contact Centre Outsourced Services - Fulfilment
Lot No
C
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 3
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 3
Number of tenders received by electronic means: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Charles Novacroft
Northampton
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
TfL95743 Contact Centre Outsourced Services - Technology
Lot No
D
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 4
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 4
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Journeycall Limited
Arboath
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
TfL95753 Contact Centre Outsourced Services - Technology
Lot No
D
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 4
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 4
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Charles Novacroft
Northampton
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section five. Award of contract
Contract No
TfL95743 Contact Centre Outsourced Services - Technology
Lot No
D
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2023
five.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 4
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 4
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Capita Business Services
London
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Lowest offer: £1 / Highest offer: £68,000,000 taken into consideration
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Transport for London
London
Country
United Kingdom