Out-of-Hours Customer Support Services

Procurement reference

TFW0904.00

Procurement 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.

Main category

Services

Delivery regions

• UK - United Kingdom

Total value (estimated, excluding VAT)

208000 GBP to 208000GBP

Contract dates (estimated)

01 January 2026, 00:00AM to 31 December 2027, 23:59PM

Extension end date (if all the extensions are used): 31 December 2029

Transport for Wales Rail Limited (Utility Buyer)

Procedure type

Below threshold - open competition

Is this procurement under a special regime?

Utilities

Is the total value above threshold?

Below threshold

CPV classifications

• 79512000 - Call centre
• 79510000 - Telephone-answering services
• 72253000 - Helpdesk and support services
• 64200000 - Telecommunications services

Delivery regions

• UK - United Kingdom

Lot value (estimated)

208000 GBP Excluding VAT

249600 GBP Including VAT

Sustainability

Small and medium-sized enterprises (SME)

Voluntary, community and social enterprises (VCSE)

Contract start date (estimated)

01 January 2026, 00:00AM

Contract end date (estimated)

31 December 2027, 23:59PM

Extension end date (estimated)

31 December 2029, 23:59PM

Can the contract be extended?

Yes

Description of extensions

2x 12 month optional extension periods

Participation

Award criteria

Tender submission deadline

24 October 2025, 12:00PM

Enquiry deadline

20 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.

May tenders be submitted electronically?

Yes