Out-of-Hours Customer Support Services

{
  "awards": [
    {
      "aboveThreshold": false,
      "contractPeriod": {
        "endDate": "2028-12-31T23:59:59+00:00",
        "maxExtentDate": "2030-12-31T23:59:59+00:00",
        "startDate": "2026-01-01T00:00:00+00:00"
      },
      "date": "2025-11-24T00:00:00+00:00",
      "documents": [
        {
          "datePublished": "2025-11-26T12:39:39Z",
          "description": "Contract award notice on Find a Tender",
          "documentType": "awardNotice",
          "format": "text/html",
          "id": "077225-2025",
          "noticeType": "UK6",
          "url": "https://www.find-tender.service.gov.uk/Notice/077225-2025"
        }
      ],
      "hasRenewal": true,
      "id": "1",
      "items": [
        {
          "additionalClassifications": [
            {
              "description": "Business services: law, marketing, consulting, recruitment, printing and security",
              "id": "79000000",
              "scheme": "CPV"
            }
          ],
          "deliveryAddresses": [
            {
              "country": "GB",
              "countryName": "United Kingdom",
              "region": "UK"
            }
          ],
          "id": "1",
          "relatedLot": "1"
        }
      ],
      "mainProcurementCategory": "services",
      "milestones": [
        {
          "dueDate": "2025-12-08T23:59:59+00:00",
          "id": "1",
          "status": "scheduled",
          "type": "futureSignatureDate"
        }
      ],
      "relatedLots": [
        "1"
      ],
      "renewal": {
        "description": "2x 12 month optional extension periods available"
      },
      "status": "active",
      "suppliers": [
        {
          "id": "GB-PPON-PHHP-7493-YMQM",
          "name": "Journeycall Limited"
        }
      ],
      "title": "Out of Hours Customer Support Services",
      "value": {
        "amount": 166400,
        "amountGross": 208000,
        "currency": "GBP"
      }
    }
  ],
  "buyer": {
    "id": "GB-PPON-PVJP-5451-JYWQ",
    "name": "Transport for Wales Rail Limited (Utility Buyer)"
  },
  "date": "2025-11-26T12:39:39Z",
  "id": "077225-2025",
  "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": "Private utility",
            "id": "privateUtility",
            "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"
      ]
    },
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Dundee",
        "postalCode": "DD1 3JA",
        "region": "UKM71",
        "streetAddress": "14 City Quay"
      },
      "contactPoint": {
        "email": "kieran.murray@the-espgroup.com"
      },
      "details": {
        "scale": "large",
        "vcse": false
      },
      "id": "GB-PPON-PHHP-7493-YMQM",
      "identifier": {
        "id": "PHHP-7493-YMQM",
        "scheme": "GB-PPON"
      },
      "name": "Journeycall Limited",
      "roles": [
        "supplier"
      ]
    }
  ],
  "tag": [
    "award",
    "contract"
  ],
  "tender": {
    "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. ",
    "id": "TFW0904.00",
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "id": "1",
        "status": "complete"
      }
    ],
    "procurementMethod": "open",
    "procurementMethodDetails": "Below threshold - open competition",
    "specialRegime": [
      "utilities"
    ],
    "status": "complete",
    "title": "Out-of-Hours Customer Support Services"
  }
}