Contracting authority

Contracting authority:

Thameslink Southern Great Northern Limited (TSGN)

Public Procurement Organisation Number:

PBTL-7556-PTRN

Address:

Monument Place
London
EC3R 8AJ
UK

Contact name:

Christopher Wan

Email:

christopher.wan@gtrailway.com

Telephone:

07866926013

Website:

Not provided

Organisation type:

BODY_PUBLIC

Devolved regulations that apply:

None

Procedure

Procedure type:

Direct award

Scope

Title:

Customer Contact Centre

Reference number:

Not provided

Description:

GTR is seeking to appoint a provider to deliver the contact help desk services. Provision of outsourced customer contact centre services. The service operates in a demand-led environment, with resource requirements varying in response to customer contact volumes, operational disruptions, service changes and other ad hoc or unplanned events.
To view this notice, please click here:
https://gtr.delta-esourcing.com/delta/viewNotice.html?noticeId=1070329715

Participation

Suitable for SMEs:

No

Suitable for VCSEs:

No

Lots

Description:

Not provided

Main procurement category:

SERVICES

Above threshold:

Yes

Suitable for SMEs:

No

Suitable for VCSEs:

No

Contract dates (estimated):

17/10/2026 to 16/10/2028

CPV classifications:

79342300 - Customer services.

79512000 - Call centre.

Contract can be extended:

No

Delivery regions:

UKI - LONDON

Suppliers

Lot 1

Title:

Not provided

Supplier:

Concentrix TSC UK LTD

Companies House:

SC146564

Address:

1 CENTRAL PARK AVENUE, CENTRAL BUSINESS PARK, LARBERT
FALKIRK
FK5 4RX
UK

Email:

andrew.maclean@concentrix.com

Telephone:

+1-800-747-0583

Small or medium-sized enterprise (SME):

No

Voluntary, community or social enterprise (VCSE):

No

Supported employment provider:

No

Public service mutual:

No

Documents

Associated tender documents:

Not provided

Technical specifications:

Not provided

Contract Terms

Contract terms:

Customer demand for the service is inherently variable and may be affected by operational disruption, service changes, major incidents and other unpredictable events impacting the rail network. Performance may also be affected by workforce availability, inflationary cost pressures and changes to operational or regulatory requirements that necessitate adjustments to service capacity or delivery arrangements.

A conflicts assessment has been prepared and revised:

Yes

Direct Award Justification

Allowed by statutory instrument:

No

Direct award justifications:

Additional or repeat - extension

Justification description:

GTR has considered whether a competitive procurement exercise should be undertaken. However, due to ongoing uncertainty regarding the future regionalisation of contact centres, wider rail reform, and the transition of Train Operating Companies into public ownership, there is insufficient clarity regarding future customer service operating models. Conducting a procurement at this stage could result in a solution that does not align with future industry requirements and may not provide value for money. The proposed extension will provide continuity of service, negate a mobilisation period and transition costs, minimise operational disruption, and allow time for the future direction of industry arrangements to become clearer.

Special regime:

Utilities

Other organisations

Not provided