AWARD OUTCOME
What happened
Thameslink Southern Great Northern Limited (TSGN) has published a pending direct award for outsourced customer contact-centre and help-desk services to CONCENTRIX TSC UK LTD. The published award value is £8,400,000 gross for the single listed lot. The notice shows a scheduled future signature date, so this should not be treated as a signed or active contract.
Published outcomePending award to CONCENTRIX TSC UK LTD under a direct-award procedure.
Market significanceThis is a material outsourced customer-contact-centre opportunity in the rail utilities context, covering a demand-led service that may vary with customer volumes, disruption and service changes.
AWARDED SUPPLIERS AND LOTS
1 supplier record analysed
CONCENTRIX TSC UK LTD
100% confidenceAward 1 · Lots 1 · 8400000 GBP · pending
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Award 1 identifies supplier GB-COH-SC146564; supplier verification matches company number SC146564 to CONCENTRIX TSC UK LTD. The £8,400,000 gross value is published at award level for the single listed lot.
LIFECYCLE
Award or contract stage
Published notice status
98% confidenceContract award notice published; procurement status complete
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The process is labelled "Contract award notice on Find a Tender" and the tender status is "complete".
Award status
100% confidencePending
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Award 1 has status "pending".
Standstill end
100% confidence22 October 2026, 23:59:59 +01:00
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Award 1 lists standstillPeriod.endDate as 2026-10-22T23:59:59+01:00.
Scheduled future signature date
100% confidence23 October 2026, 23:59:59 +01:00
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Award milestone type "futureSignatureDate" is scheduled for 2026-10-23T23:59:59+01:00.
Published contract period
100% confidence24 October 2026 to 16 October 2028
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Award 1 lists contractPeriod.startDate 2026-10-24 and endDate 2028-10-16.
VALUES
Published values explained
Published award value
100% confidence£8,400,000 gross
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Award 1 value.amountGross is 8400000 GBP.
Value allocation
98% confidenceAward-level value associated with one listed lot; no separate lot value published
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Award 1 relates to lot 1, while the lot record has no value amount.
TIMELINE
Procurement timeline
Transparency notice release
100% confidence30 September 2026, 15:26:46 +01:00
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Release history records notice 092491-2026 as a Transparency notice on Find a Tender.
Award date
100% confidence13 October 2026
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Award 1 date is 2026-10-13.
Contract award notice publication
100% confidence13 October 2026, 09:02:57 +01:00
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Document 096345-2026 datePublished is 2026-10-13T09:02:57+01:00.
Published service period
100% confidence24 October 2026 to 16 October 2028
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Award 1 contractPeriod provides these dates.
SCOPE
What was awarded
Requirement
100% confidenceOutsourced customer contact-centre and contact help-desk services
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The tender description states that GTR seeks a provider for contact help-desk services and outsourced customer contact-centre services.
Operating model
100% confidenceDemand-led, with resource requirements varying by contact volumes, operational disruption, service changes and other ad hoc or unplanned events
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This is stated in the tender description.
Classifications
100% confidenceCustomer services (CPV 79342300); call centre (CPV 79512000)
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Award item 1 lists these additional CPV classifications.
Delivery geography
98% confidenceUKI region
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Award item 1 lists a delivery address in region UKI, United Kingdom.
PROCEDURE
Procedure and competition
Procedure
100% confidenceDirect award
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The process procurementMethodDetails is "Direct award".
Regime
100% confidenceUtilities
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Tender specialRegime lists "utilities".
Threshold status
100% confidenceAbove threshold
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Award 1 aboveThreshold is true.
Competition information
100% confidenceNot supplied in the published data
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No bid count, bidder list, evaluation results or scoring are provided.
CONTRACT TERMS
Published contract terms
Published contract period
100% confidence24 October 2026 to 16 October 2028
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Award 1 contractPeriod gives these dates.
Term length
96% confidenceApproximately 24 months
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Calculated from the published start and end dates; this is descriptive only.
Standstill period
100% confidenceEnds 22 October 2026, 23:59:59 +01:00
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Award 1 standstillPeriod.endDate.
Signature status
100% confidenceNot evidenced as signed; future signature is scheduled
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The award is pending and the milestone is a scheduled futureSignatureDate.
Extensions or renewal options
100% confidenceNot supplied in the published data
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No extension or option terms are present.
COMMERCIAL VIEW
Commercial observations
Demand variability
100% confidenceDelivery capacity may need to flex with customer-contact volumes, disruption and service changes
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The tender description explicitly describes a demand-led environment and variable resource requirements.
Award maturity
100% confidenceThe commercial outcome remains subject to the pending award and scheduled signature process
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Award status is pending, standstill ends on 22 October 2026, and a future signature date is scheduled for 23 October 2026.
Pricing detail
100% confidenceOnly the gross award value is published; pricing structure and unit rates are not supplied
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The award contains amountGross only and no pricing schedule or breakdown.
DATA QUALITY
Gaps and source limitations
Pending rather than concluded contract
100% confidenceThe record is a published award notice, but the award remains pending and signature is only scheduled
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Award status is pending and the futureSignatureDate milestone is scheduled.
Value granularity
100% confidenceA single gross award value is published; no lot-level value or pricing breakdown is supplied
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Award 1 has £8,400,000 gross, while lot 1 has no value amount.
Competition and evaluation detail
100% confidenceInformation not supplied in the published notice
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No bid count, bidder information, scores, rationale or evaluation detail is included.
Lot detail
100% confidenceLot 1 has no published title or description
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The lot record has null title and description.
SOURCE DATA LIMITATIONS
Information not supplied in the published notice
- The award is pending; the supplied data does not evidence that a contract has been signed or started.
- Information not supplied in the published notice: bid count, other bidders, evaluation scores, award rationale, savings and pricing breakdown.
- No extension, renewal-option or variation terms are published.
- Lot 1 has no published title, description or individual value.
- The published £8,400,000 is a gross award-level value; no further commercial allocation is available.
MARKET THEMES
Relevant award themes
TSGN customer contact centreCONCENTRIX TSC UK LTDcustomer contact centre contract awardoutsourced call centre servicesrail customer servicesdirect award
COMMON QUESTIONS
About this award
Who is the named supplier for the TSGN Customer Contact Centre award?
The pending award names CONCENTRIX TSC UK LTD, verified against company number SC146564.
What is the published value of the award?
The published gross award value is £8,400,000. It is recorded at award level for the single listed lot.
Is the TSGN contract signed?
No signed contract is evidenced in the supplied data. The award is pending, with signature scheduled for 23 October 2026.
What services are included?
The published description covers outsourced customer contact-centre and contact help-desk services in a demand-led operating environment.
ProcuraAxis award analysis supplements, but does not replace, the official award notice, contract data or procurement documents. “Awarded” does not by itself prove that a contract has been signed.