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02 Contract Notice

Contact Centre Services

  • First published: 30 January 2023
  • Last modified: 30 January 2023

The buyer is not using this website to administer the notice.

To record your interest or obtain additional information or documents please find instructions within the Full Notice Text. (NOTE: Contract Award Notices and Prior Information Notices do not normally require a response)



Published by:
Transport for Wales
Authority ID:
Publication date:
30 January 2023
Deadline date:
01 March 2023
Notice type:
02 Contract Notice
Has documents:
Has SPD:
Has Carbon Reduction Plan:


The requirement is for the provision of Contact Centre Services to support TfW CPV: 79512000.

Full notice text

Contract notice

Section I: Contracting authority

I.1) Name and addresses

Transport for Wales

3 Llys Cadwyn, Taff Street


CF37 4TH


Telephone: +44 2921673434



Internet address(es)

Main address:

Address of the buyer profile:

I.2) Joint procurement

The contract is awarded by a central purchasing body

I.3) Communication

The procurement documents are available for unrestricted and full direct access, free of charge at:

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be sent electronically to:

I.4) Type of the contracting authority

Ministry or any other national or federal authority, including their regional or local subdivisions

I.5) Main activity

Other: Transport

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Contact Centre Services

Reference number: C000702.00

II.1.2) Main CPV code



II.1.3) Type of contract


II.1.4) Short description

The requirement is for the provision of Contact Centre Services to support TfW

II.1.5) Estimated total value

Value excluding VAT: 1 500 000.00  GBP

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.3) Place of performance

NUTS code:


II.2.4) Description of the procurement

TfW requires an outsourced Contact Centre provision to handle customer queries as an overflow for a number of multi-modal projects across Wales.

In the first instance, customer queries will be received via telephone, but the Tenderer should be capable of delivering a social media, email and webchat provision in the event TfW broadens project scope to include such methods of contact.

Due to the overflow nature of this provision, TfW is unable to provide detailed estimates of volumes.

The service provision must align to TfW’s Customer Contact Strategy, which can be found in the tender documentation.

The TfW Customer Vision is “Engaging people to create continuously improving experiences that place the customer at its heart”. Our Customer Experience Objectives are:

- Engaging people to deliver the highest possible standards of customer service

- Delivering a high quality and reliable service

- Continuously developing the customer proposition

- Enable smooth and seamless journeys across Wales

- Deliver high quality customer engagement, insights and communication

Full scope details can be found in ITT Volume 1 document in the tender documentation.

II.2.5) Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents

II.2.6) Estimated value

Value excluding VAT: 1 500 000.00  GBP

II.2.7) Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 18

This contract is subject to renewal: Yes

Description of renewals:

Option to extend for up to 12 months

II.2.9) Information about the limits on the number of candidates to be invited

II.2.10) Information about variants

Variants will be accepted: No

II.2.11) Information about options

Options: No

II.2.13) Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: No

Section III: Legal, economic, financial and technical information

III.1) Conditions for participation

III.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:

Please refer to tender documentation.

III.1.2) Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3) Technical and professional ability

Selection criteria as stated in the procurement documents

III.2) Conditions related to the contract

III.2.2) Contract performance conditions

Please refer to tender documentation

Section IV: Procedure

IV.1) Description

IV.1.1) Type of procedure

Open procedure

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: Yes

IV.2) Administrative information

IV.2.2) Time limit for receipt of tenders or requests to participate

Date: 01/03/2023

Local time: 12:00

IV.2.4) Languages in which tenders or requests to participate may be submitted



IV.2.6) Minimum time frame during which the tenderer must maintain the tender

Duration in months: 3 (from the date stated for receipt of tender)

IV.2.7) Conditions for opening of tenders

Date: 02/03/2023

Local time: 12:00

Section VI: Complementary information

VI.1) Information about recurrence

This is a recurrent procurement: No

VI.2) Information about electronic workflows

Electronic ordering will be used

Electronic invoicing will be accepted

Electronic payment will be used

VI.3) Additional information

Tender documents will be available via eTenderWales at:

Please refer to project_52411 and ITT_100845 - Contact Centre Services to obtain the tender documentation.

Any tenderer queries and responses and any circulars that may be issued during the tender period are to be communicated exclusively via the eTenderWales portal only. All responses will be shared with all tenderers unless the query is deemed confidential or commercially sensitive.

NOTE: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at

Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are:

Please refer to the Tender Documentation

(WA Ref:128625)

The buyer considers that this contract is suitable for consortia.

VI.4) Procedures for review

VI.4.1) Review body

High Court

Royal Courts of Justice, The Strand




Telephone: +44 2079477501

VI.5) Date of dispatch of this notice



Commodity categories

ID Title Parent category
79512000 Call centre Telephone-answering services
85 Transport for Wales Sell2Wales Projects

Delivery locations

ID Description
1017 Bridgend and Neath Port Talbot
1022 Cardiff and Vale of Glamorgan
1015 Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf)
1013 Conwy and Denbighshire
1020 East Wales
1023 Flintshire and Wrexham
1016 Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)
1012 Gwynedd
1011 Isle of Anglesey
1021 Monmouthshire and Newport
1024 Powys
1014 South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion)
1018 Swansea
1000 WALES
1010 West Wales and The Valleys

Alert region restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

ID Description
There are no alert restrictions for this notice.

Document family

Notice details
Publication date:
30 January 2023
Deadline date:
01 March 2023 00:00
Notice type:
02 Contract Notice
Authority name:
Transport for Wales
Publication date:
17 November 2023
Notice type:
03 Contract Award Notice - Successful Supplier(s)
Authority name:
Transport for Wales

About the buyer

Main contact:
Admin contact:
Technical contact:
Other contact:

Further information

Date Details
No further information has been uploaded.

0800 222 9004

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