Scope
Reference
TFW0904.00
Description
Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW's Terms and Conditions. The anticipated start date is 1st January 2026.
The service will need to be able to provide bilingual (English and Welsh) customer support via telephone, social media, and email, operating 7 days a week during specified out-of-hours periods. Key requirements include accessibility compliance, call and email handling, CRM integration, customer satisfaction tracking, and robust business continuity. TfWRL will provide system access, training, and ongoing support.
Total value (estimated)
- £208,000 excluding VAT
- £249,600 including VAT
Below the relevant threshold
Contract dates (estimated)
- 1 January 2026 to 31 December 2027
- Possible extension to 31 December 2029
- 4 years
Description of possible extension:
2x 12 month optional extension periods
Main procurement category
Services
CPV classifications
- 79512000 - Call centre
- 79510000 - Telephone-answering services
- 72253000 - Helpdesk and support services
- 64200000 - Telecommunications services
Contract locations
- UK - United Kingdom
Participation
Conditions of participation
The service will need to be able to provide bilingual (English and Welsh)
Particular suitability
- Small and medium-sized enterprises (SME)
- Voluntary, community and social enterprises (VCSE)
Submission
Enquiry deadline
20 October 2025, 12:00pm
Tender submission deadline
24 October 2025, 12:00pm
Submission address and any special instructions
All tender costs and liabilities are the sole responsibility of bidders. The contracting authority reserves the right to award the contract in whole or in part, or to pause, halt, or annul the process without awarding. To submit a formal proposal, access the ITT via the eTenderWales portal.
1. Register at https://etenderwales.bravosolution.co.uk (only once): accept T&Cs, enter correct business/user details.
2. Express interest: log in, click 'ITT Open to all suppliers', select ITT_120118 click 'express interest'. This moves the ITT to 'my ITTs'-a secure area.
Access documents via 'buyer attachments'.
3. Respond: click 'my response' under 'ITT details', choose 'create response' or 'decline' (with reason). Use 'messages' to contact the buyer. Note the deadline and follow on-screen instructions.
Note: All bidders must be registered on the Central Digital Platform (with Unique ID) and on www.Sell2Wales.co.uk.
Tenders may be submitted electronically
Yes
Award criteria
| Name | Type | Weighting |
|---|---|---|
| Quality | Quality | 60.00% |
| Cost | Cost | 40.00% |
Procedure
Procedure type
Below threshold - open competition
Special regime
Utilities
Documents
Associated tender documents
https://etenderwales.bravosolution.co.uk/go/74690408019976A685F0
Please refer to the submission instructions for guidance.
Contracting authority
Transport for Wales Rail Limited (Utility Buyer)
- Public Procurement Organisation Number: PVJP-5451-JYWQ
3 Llys Cadwyn
Pontypridd
CF37 4TH
United Kingdom
Region: UKL15 - Central Valleys
Organisation type: Public authority - sub-central government
Devolved regulations that apply: Wales