Section one: Contracting entity
one.1) Name and addresses
ScotRail Trains Limited
Atrium Court, , 50 Waterloo Street
Glasgow
G2 6HQ
Telephone
+44 3448110141
Country
United Kingdom
NUTS code
UKM - Scotland
Internet address(es)
Main address
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA30589
one.6) Main activity
Railway services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
ScotRail Customer Contact Centre
Reference number
SR188
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future
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: £9,309,053
two.2) Description
two.2.2) Additional CPV code(s)
- 79512000 - Call centre
- 79511000 - Telephone operator services
- 79510000 - Telephone-answering services
- 79500000 - Office-support services
two.2.3) Place of performance
NUTS codes
- UKM - Scotland
two.2.4) Description of the procurement
ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future
two.2.5) Award criteria
Quality criterion - Name: Specification / Weighting: 10
Quality criterion - Name: Management Plans / Weighting: 60
Price - Weighting: 30
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
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: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2024/S 000-006727
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
7 October 2025
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received from SMEs: 0
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
Teleperformance Ltd
Spectrum Building, Bond Street
Bristol
BS1 3LG
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)
Total value of the contract/lot: £9,309,053
Section six. Complementary information
six.3) Additional information
(SC Ref:814974)
six.4) Procedures for review
six.4.1) Review body
Glasgow Sheriff Court
Glasgow
Country
United Kingdom