TfL 91640 Contact Services Framework

TfL are looking to award a number of Framework Agreements to be carried out on behalf of Transport forLondon (TfL) Contact Centres. The Framework Agreements will include contact handling (defined as aninteraction between a customer and a contract centre) and card fulfilment. The first 2 batches of work will bepackaged into 2 call off contracts delivering contacts that relate to ticketing (Oyster and Contactless PaymentCards), with a annual volume of between 2 m and 4 m minutes per year and fulfilment of circa 300 000 Oystercards per year. Note there will be no minimum volumes guarantees in the call off contracts. The intention is forwork to be packaged into small batches and shared across a number of third party suppliers and an internal TfLcontact centre. Future batches of work a likely to be awarded from year 2/3 of the Framework.

Additional information: This opportunity is on the European Dynamics Portal which can be found at:

1. https://eprocurement.tfl.gov.uk/epps
2. Your organisation may need to register if your company has not yet done so https://eprocurement.tfl.gov.uk/epps/
3. The opportunity is called TfL91640

Any further questions must be dealt with via the helpdesk (or by e mail through the portal).

tfl-eproc-helpdesk@eurodyn.com

Telephone: +44 8000740503

a)Transport for London (TfL) is a complex organisation operating both as an executive agency of the GreaterLondon Authority (GLA) under the direction of the Mayor of London and as provider of transport services. Thescope of the proposed services may encompass activities within the scope of both Directive 93/38/EEC andDirective 92/50/EEC. Services to be provided in relation to activities which are subject to the Directive93/38/EEC(Utilities) will not be subject to a separate notice, the services may be provided to TfL and/or its subsidiaries andmay also encompass London Regional Transport (LRT) and/ or the GLA and any of the functional bodies.

• b)Further information on TfL may be found at www.tfl.gov.uk and https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information
• c)Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries.
• d)The awarding authority reserves the right withdraw from the procurement process and/or not to award anycontract as a result of the competition called tot by this notice and the awarding authority shall not be liablefor any costs or expenses incurred by any candidates in considering and/or responding to the procurementprocess.
• e)All discussions and meetings will be conducted in English. Tenders and supporting documents must be pricedin GBP and all payments under the contract will be made in sterling.
• g)TfL may interview any or all companies who express an interest in tendering for this work.