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PROCUREMENT OPPORTUNITY

Out-of-Hours Customer Support Services

Transport for Wales Rail Limited (Utility Buyer) · Tender notice on Find a Tender

Tender information last checkedLast checked 30 Sept 2026, 09:55.

Opportunity overview

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.

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.

Journeycall Limited

Match pending…
Published award value
£166.4k
Awarded
24 Nov 2025
Award ID
1
Status
active
Identifier
GB-PPON PHHP-7493-YMQM
Location
Dundee, UKM71, DD1 3JA, United Kingdom

Classification

  • CPV64200000 — Telecommunications services
  • CPV72253000 — Helpdesk and support services
  • CPV79510000 — Telephone-answering services
  • CPV79512000 — Call centre

Lots

  • Lot 1£208k

Documents and notices

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
TFW0904.00
Status
complete
Above Threshold
No
Procurement Method
open
Main Procurement Category
services
How to submit
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.
Procurement Method Details
Below threshold - open competition

Legal basis

Id
2023/54
Scheme
UKPGA

Tender Period

Ends
24 Oct 2025, 12:00

Enquiry period

Ends
20 Oct 2025, 12:00

Special regime

utilities

Submission terms

Electronic Submission Policy
allowed

Lots and requirements

Entry 1
Id
1
Status
complete
Has Renewal
Yes

Value

Amount
208,000
Currency
GBP
Including VAT
249,600

Renewal

Description
2x 12 month optional extension periods

Suitability

Sme
Yes
Vcse
Yes

Award criteria

Criteria

Criterion 1
Name
Quality
Type
quality

Numbers

Entry 1
Number
60
Weight
percentageExact
Criterion 2
Name
Cost
Type
cost

Numbers

Entry 1
Number
40
Weight
percentageExact

Contract period

Ends
31 Dec 2027, 23:59
Starts
1 Jan 2026, 00:00
Max Extent Date
31 Dec 2029, 23:59

Selection criteria

Criteria

Criterion 1
Description
The service will need to be able to provide bilingual (English and Welsh)

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UK
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
79512000
Scheme
CPV
Description
Call centre
Entry 2
Id
79510000
Scheme
CPV
Description
Telephone-answering services
Entry 3
Id
72253000
Scheme
CPV
Description
Helpdesk and support services
Entry 4
Id
64200000
Scheme
CPV
Description
Telecommunications services

Published documents

Entry 1
Id
L-2
Description
Please refer to the submission instructions for guidance.
Document Type
biddingDocuments
Entry 2
Id
059059-2025
Format
text/html
Notice Type
UK4
Description
Tender notice on Find a Tender
Document Type
tenderNotice
Published
24 Sept 2025, 08:37

Buyer, suppliers and contacts

Organisation 1
Id
GB-PPON-PVJP-5451-JYWQ
Name
Transport for Wales Rail Limited (Utility Buyer)

Roles

buyer

Address

Region
UKL15
Country
GB
Locality
Pontypridd
Postal Code
CF37 4TH
Country Name
United Kingdom
Street Address
3 Llys Cadwyn

Details

Classifications

Entry 1
Id
privateUtility
Scheme
UK_CA_TYPE
Description
Private utility
Entry 2
Id
GB-WLS
Scheme
UK_CA_DEVOLVED_REGULATIONS
Description
Welsh devolved regulations apply

Identifier

Id
PVJP-5451-JYWQ
Scheme
GB-PPON

Contact

Name
Chloe Allen
Organisation 2
Id
GB-PPON-PHHP-7493-YMQM
Name
Journeycall Limited

Roles

supplier

Address

Region
UKM71
Country
GB
Locality
Dundee
Postal Code
DD1 3JA
Country Name
United Kingdom
Street Address
14 City Quay

Details

Vcse
No
Scale
large

Identifier

Id
PHHP-7493-YMQM
Scheme
GB-PPON

Contact

Award information

Award 1
Id
1
Date
24 Nov 2025, 00:00
Title
Out of Hours Customer Support Services
Status
active
Has Renewal
Yes
Above Threshold
No
Main Procurement Category
services

Items

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UK
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
79000000
Scheme
CPV
Description
Business services: law, marketing, consulting, recruitment, printing and security

Value

Amount
166,400
Currency
GBP
Including VAT
208,000

Renewal

Description
2x 12 month optional extension periods available

Documents

Entry 1
Id
077225-2025
Format
text/html
Notice Type
UK6
Description
Contract award notice on Find a Tender
Document Type
awardNotice
Published
26 Nov 2025, 12:39

Suppliers

Supplier 1
Id
GB-PPON-PHHP-7493-YMQM
Name
Journeycall Limited

Milestones

Entry 1
Id
1
Type
futureSignatureDate
Status
scheduled
Due
8 Dec 2025, 23:59

Related lots

1

Contract period

Ends
31 Dec 2028, 23:59
Starts
1 Jan 2026, 00:00
Max Extent Date
31 Dec 2030, 23:59

Recorded locations

  • Buyer location · Pontypridd · UKL15 · CF37 4TH · United Kingdom
  • Delivery location · UK · United Kingdom

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-05a090-2025-11-26T12:39:39ZTender notice on Find a Tender ·