Contract award notice – utilities
Section I: Contracting
entity
I.1) Name and addresses
GOVIA THAMESLINK RAILWAY LIMITED
07934306
1st Floor Monument Place, 24 Monument Street
London
EC3R8AJ
UK
Contact person: Dulcie Neal
Telephone: +44 7929063232
E-mail: dulcie.neal@gtrailway.com
NUTS: UKI31
Internet address(es)
Main address: https://gtrailway.com/
I.6) Main activity
Railway services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
The Provision of a Customer Service Training Package
Reference number: 2024/S 000-029913
II.1.2) Main CPV code
80000000
II.1.3) Type of contract
Services
II.1.4) Short description
As part of GTR's Service Quality Regime (SQR) (internal auditing and mystery shopping) and customer feedback, we have recognised a requirement and opportunity for redefining Customer Service Standards to align to increasing customers' expectations and defining and delivering a best-in-class Customer Service Training Package to underpin consistent and sustainable delivery to these standards by GTR customer-facing staff (employees), excluding drivers, and others who interact with customers as part of the GTR team
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
1 000 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
79632000
79633000
II.2.3) Place of performance
NUTS code:
UKI
II.2.4) Description of the procurement
As part of GTR's Service Quality Regime (SQR) (internal auditing and mystery shopping) and customer feedback, we have recognised a requirement and opportunity for redefining Customer Service Standards to align to increasing customers' expectations and defining and delivering a best-in-class Customer Service Training Package to underpin consistent and sustainable delivery to these standards by GTR customer-facing staff (employees), excluding drivers, and others who interact with customers as part of the GTR team
II.2.5) Award criteria
Price
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 IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Negotiated with call for competition
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2024/S 000-029913
Section V: Award of contract
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
27/05/2025
V.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
The Happy Consultancy Group
09658948
Chelmsford
UK
NUTS: UK
The contractor is an SME:
Yes
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 618 098.50
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.5) Date of dispatch of this notice
30/05/2025