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PROCUREMENT OPPORTUNITY

ScotRail Customer Contact Centre

ScotRail Trains Limited · compiled

Tender information last checkedLast checked 29 Sept 2026, 18:56.

Opportunity overview

ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Teleperformance Ltd

Match pending…
Contract value
£9.3m
Awarded
Not supplied
Contract signed
6 Oct 2025
Award ID
073972-2025-1
Status
active
Location
Bristol, UK, BS1 3LG, United Kingdom

Classification

  • CPV79211110 — Payroll management services
  • CPV79500000 — Office-support services
  • CPV79510000 — Telephone-answering services
  • CPV79511000 — Telephone operator services
  • CPV79512000 — Call centre

Lots

  • Finance ServicesValue not stated
  • Payroll ServicesValue not stated
  • Customer Service CentreValue not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
SR188
Status
complete
Has Recurrence
No
Procurement Method
selective
Main Procurement Category
services
Procurement Method Details
Negotiated procedure with prior call for competition

Covered By

GPA

Legal basis

Id
32014L0025
Scheme
CELEX

Second Stage

Invitation Date
1 May 2024, 00:00
Successive Reduction
Yes

Tender Period

Ends
3 Apr 2024, 12:00

Communication

Future Notice Date
2 Oct 2023, 00:00

Contract terms

Has Electronic Payment
Yes
Has Electronic Ordering
Yes
Electronic Invoicing Policy
allowed

Classification

Id
79512000
Scheme
CPV
Description
Call centre

Submission terms

Languages

en

Submission Method

electronicSubmission

Lots and requirements

Entry 1
Id
1
Title
Finance Services
Status
cancelled
Has Options
No
Has Renewal
Yes
Description
ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

Renewal

Description
The proposed contract term is three years initially to 31 March 2028 with four optional 12 month extensions with an end date of 31 March 2032. ScotRail reserves the right to take these extension options in multiple allocations of 12 months.

Second Stage

Minimum Candidates
3

Award criteria

Criteria

Criterion 1
Name
Specification
Type
quality
Description
10
Criterion 2
Name
Management Plans
Type
quality
Description
60
Criterion 3
Type
price
Description
30

Contract period

Duration In Days
1,080

Submission terms

Variant Policy
notAllowed
Entry 2
Id
2
Title
Payroll Services
Status
planned
Description
ScotRail are looking for a provider of Payroll Services for the processing of a payroll for c5,200 active employees on 4 weekly pay cycle. Associated administration tasks to be handled by the provider will include processing changes to employee Terms & Conditions as required, updating payroll records periodically to ensure accurate payment to employees, responding to queries from employees by phone and email, payments to 3rd parties and associated administrative tasks, pension scheme administration, P11D’s, and MI and reporting. ScotRail currently have iTrent for payroll and will provide licence access to the system. However, the payroll system may be subject to change over the life of the contract where ScotRail review their systems strategy for this service and are required to conduct a tender for the system in the future Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 2 Payroll Services. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services
Entry 3
Id
3
Title
Customer Service Centre
Status
planned
Description
ScotRail are looking for a provider (or providers) of managed customer contact centre services to handle our c350k annual customer contacts. This includes the provision of hardware, software, security and workflow management solutions. ScotRail are looking for service providers capable of: Customer Contact Centre - handling enquiries, complaints and refund requests via letter, email, webform and chat; - handling incoming and outgoing sales, aftersales (including refunds), general enquiries and complaints via phone call; - processing claims for compensation (in-line with our Delay-Repay scheme rules); - recording and reporting customer feedback for all contact methods and types; and - manual and automated workflows. Business Fulfilment - processing incoming customer letters and claim forms, including scanning; - processing outgoing mail, including printing, folding, inserting, sealing envelopes, franking, and posting; - secure physical storage of hard copy letters and claim forms post scanning- - management of freepost facilities; and - processing payments (such as BACs, Bank Card, PayPal). Management reporting - daily, weekly, and periodic reporting Training and workflow management - document existing processes and business information; - create efficient workflow processes; - create training material; and - deliver training to contact centre employees. Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 3 Customer Service Centre. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services.

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKM
Entry 2
Region
UKM
Entry 3
Region
UKM

Additional Classifications

Entry 1
Id
79512000
Scheme
CPV
Description
Call centre
Entry 2
Id
79511000
Scheme
CPV
Description
Telephone operator services
Entry 3
Id
79510000
Scheme
CPV
Description
Telephone-answering services
Entry 4
Id
79500000
Scheme
CPV
Description
Office-support services
Item 2
Id
2
Related Lot
2

Delivery locations

Entry 1
Region
UKM

Additional Classifications

Entry 1
Id
79211110
Scheme
CPV
Description
Payroll management services
Item 3
Id
3
Related Lot
3

Delivery locations

Entry 1
Region
UKM

Additional Classifications

Entry 1
Id
79500000
Scheme
CPV
Description
Office-support services
Entry 2
Id
79511000
Scheme
CPV
Description
Telephone operator services
Entry 3
Id
79512000
Scheme
CPV
Description
Call centre

Published documents

Entry 1
Id
economic
Document Type
economicSelectionCriteria
Entry 2
Id
technical
Document Type
technicalSelectionCriteria

Buyer, suppliers and contacts

Organisation 1
Id
GB-FTS-90698
Name
ScotRail Trains Ltd

Roles

buyer

Address

Region
UKM
Locality
Glasgow
Postal Code
G31 3EW
Country Name
United Kingdom
Street Address
Atrium Court, , 50 Waterloo Street

Details

Classifications

Entry 1
Id
RAILWAY_SERVICES
Scheme
TED_CE_ACTIVITY
Description
Railway services

Identifier

Legal Name
ScotRail Trains Ltd

Contact

Organisation 2
Id
GB-FTS-66859
Name
ScotRail Trains Limited

Roles

buyer

Address

Region
UKM
Locality
Glasgow
Postal Code
G2 6HQ
Country Name
United Kingdom
Street Address
Atrium Court, , 50 Waterloo Street

Details

Classifications

Entry 1
Id
RAILWAY_SERVICES
Scheme
TED_CE_ACTIVITY
Description
Railway services

Identifier

Legal Name
ScotRail Trains Limited

Contact

Telephone
+44 3448110141
Organisation 3
Id
GB-FTS-220
Name
Glasgow Sheriff Court

Roles

reviewBody

Address

Locality
Glasgow
Country Name
United Kingdom

Identifier

Legal Name
Glasgow Sheriff Court
Organisation 4
Id
GB-FTS-166599
Name
Teleperformance Ltd

Roles

supplier

Address

Region
UK
Locality
Bristol
Postal Code
BS1 3LG
Country Name
United Kingdom
Street Address
Spectrum Building, Bond Street

Details

Scale
large

Identifier

Legal Name
Teleperformance Ltd

Award information

Award 1
Id
073972-2025-1
Status
active

Suppliers

Supplier 1
Id
GB-FTS-166599
Name
Teleperformance Ltd

Related lots

1

Contracts and changes

Entry 1
Id
073972-2025-1
Status
active
Award ID
073972-2025-1
Date Signed
7 Oct 2025, 00:00

Value

Amount
9,309,053
Currency
GBP

Recorded locations

  • Buyer location · Glasgow · UKM · G2 6HQ · United Kingdom
  • Delivery location · UKM

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-03f5ae-2025-11-14T13:03:54Zcompiled ·