Out-of-Hours Customer Support Services

{
  "buyer": {
    "id": "GB-PPON-PVJP-5451-JYWQ",
    "name": "Transport for Wales Rail Limited (Utility Buyer)"
  },
  "date": "2025-09-24T08:37:29+01:00",
  "id": "059059-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-05a090",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Pontypridd",
        "postalCode": "CF37 4TH",
        "region": "UKL15",
        "streetAddress": "3 Llys Cadwyn"
      },
      "contactPoint": {
        "email": "chloe.allen@tfw.wales",
        "name": "Chloe Allen"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - sub-central government",
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE"
          },
          {
            "description": "Welsh devolved regulations apply",
            "id": "GB-WLS",
            "scheme": "UK_CA_DEVOLVED_REGULATIONS"
          }
        ],
        "url": "http://www.tfwrail.wales"
      },
      "id": "GB-PPON-PVJP-5451-JYWQ",
      "identifier": {
        "id": "PVJP-5451-JYWQ",
        "scheme": "GB-PPON"
      },
      "name": "Transport for Wales Rail Limited (Utility Buyer)",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": false,
    "description": "Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW\u2019s Terms and Conditions. The anticipated start date is 1st January 2026.\nThe 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.",
    "documents": [
      {
        "description": "Please refer to the submission instructions for guidance.",
        "documentType": "biddingDocuments",
        "id": "L-2",
        "url": "https://etenderwales.bravosolution.co.uk/go/74690408019976A685F0"
      },
      {
        "datePublished": "2025-09-24T08:37:29+01:00",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "059059-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/059059-2025"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2025-10-20T12:00:00+01:00"
    },
    "id": "TFW0904.00",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Call centre",
            "id": "79512000",
            "scheme": "CPV"
          },
          {
            "description": "Telephone-answering services",
            "id": "79510000",
            "scheme": "CPV"
          },
          {
            "description": "Helpdesk and support services",
            "id": "72253000",
            "scheme": "CPV"
          },
          {
            "description": "Telecommunications services",
            "id": "64200000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "name": "Quality",
              "numbers": [
                {
                  "number": 60.0,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "name": "Cost",
              "numbers": [
                {
                  "number": 40.0,
                  "weight": "percentageExact"
                }
              ],
              "type": "cost"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2027-12-31T23:59:59+00:00",
          "maxExtentDate": "2029-12-31T23:59:59+00:00",
          "startDate": "2026-01-01T00:00:00+00:00"
        },
        "hasRenewal": true,
        "id": "1",
        "renewal": {
          "description": "2x 12 month optional extension periods"
        },
        "selectionCriteria": {
          "criteria": [
            {
              "description": "The service will need to be able to provide bilingual (English and Welsh)"
            }
          ]
        },
        "status": "active",
        "suitability": {
          "sme": true,
          "vcse": true
        },
        "value": {
          "amount": 208000,
          "amountGross": 249600,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procurementMethod": "open",
    "procurementMethodDetails": "Below threshold - open competition",
    "specialRegime": [
      "utilities"
    ],
    "status": "active",
    "submissionMethodDetails": "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.\n1. Register at https://etenderwales.bravosolution.co.uk (only once): accept T\u0026Cs, enter correct business/user details.\n2. Express interest: log in, click \u0027ITT Open to all suppliers\u0027, select ITT_120118 click \u0027express interest\u0027. This moves the ITT to \u0027my ITTs\u0027\u2014a secure area. \nAccess documents via \u0027buyer attachments\u0027.\n3. Respond: click \u0027my response\u0027 under \u0027ITT details\u0027, choose \u0027create response\u0027 or \u0027decline\u0027 (with reason). Use \u0027messages\u0027 to contact the buyer. Note the deadline and follow on-screen instructions.\nNote: All bidders must be registered on the Central Digital Platform (with Unique ID) and on www.Sell2Wales.co.uk.",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed"
    },
    "tenderPeriod": {
      "endDate": "2025-10-24T12:00:00+01:00"
    },
    "title": "Out-of-Hours Customer Support Services",
    "value": {
      "amount": 208000,
      "amountGross": 249600,
      "currency": "GBP"
    }
  }
}