Scope
Reference
TFW0904.00
Description
This contract is for the provision of Out of Hours Customer Support Services to ensure continuous support for customers outside standard business hours. The service includes handling inbound customer queries, providing assistance, and escalating issues as required to maintain service continuity and customer satisfaction.
Contract 1. Out of Hours Customer Support Services
Supplier
Contract value
- £166,400 excluding VAT
- £208,000 including VAT
Below the relevant threshold
Award decision date
24 November 2025
Earliest date the contract will be signed
8 December 2025
Contract dates (estimated)
- 1 January 2026 to 31 December 2028
- Possible extension to 31 December 2030
- 5 years
Description of possible extension:
2x 12 month optional extension periods available
Main procurement category
Services
CPV classifications
- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
Contract locations
- UK - United Kingdom
Procedure
Procedure type
Below threshold - open competition
Special regime
Utilities
Supplier
Journeycall Limited
- Public Procurement Organisation Number: PHHP-7493-YMQM
14 City Quay
Dundee
DD1 3JA
United Kingdom
Region: UKM71 - Angus and Dundee City
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Contract 1. Out of Hours Customer Support Services
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: Private utility
Devolved regulations that apply: Wales