Out-of-Hours Customer Support Services

Cyfeirnod caffael

TFW0904.00

Disgrifiad caffael

Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW’s Terms and Conditions. The anticipated start date is 1st January 2026.

The service will need to be able to provide bilingual (English and Welsh) customer support via telephone, social media, and email, operating 7 days a week during specified out-of-hours periods. Key requirements include accessibility compliance, call and email handling, CRM integration, customer satisfaction tracking, and robust business continuity. TfWRL will provide system access, training, and ongoing support.

Prif gategori

Gwasanaethau

Rhanbarthau cyflawni

• UK - United Kingdom

Cyfanswm gwerth (amcangyfrif, heb gynnwys TAW)

208000 GBP to 208000GBP

Dyddiadau contract (amcangyfrif)

01 Ionawr 2026, 00:00yb to 31 Rhagfyr 2027, 23:59yh

Dyddiad gorffen yr estyniad (os defnyddir yr holl estyniadau): 31 Rhagfyr 2029

Transport for Wales Rail Limited (Utility Buyer)

Math o weithdrefn

Below threshold - open competition

A yw'r caffael hwn o dan drefn arbennig?

Cyfleustodau

A yw cyfanswm y gwerth uwchlaw'r trothwy?

O dan y trothwy

Dosbarthiadau CPV

• 79512000 - Canolfan alwadau
• 79510000 - Gwasanaethau ateb ffôn
• 72253000 - Gwasanaethau cymorth a desg gymorth
• 64200000 - Gwasanaethau telathrebu

Rhanbarthau cyflawni

• UK - United Kingdom

Gwerth lot (amcangyfrif)

208000 GBP Heb gynnwys TAW

249600 GBP Gan gynnwys TAW

Cynaladwyedd

Busnesau bach a chanolig (BBaCh)

Mentrau gwirfoddol, cymunedol a chymdeithasol (VCSE)

Dyddiad cychwyn y contract (amcangyfrif)

01 Ionawr 2026, 00:00yb

Dyddiad diwedd y contract (amcangyfrif)

31 Rhagfyr 2027, 23:59yh

Dyddiad gorffen yr estyniad (amcangyfrif)

31 Rhagfyr 2029, 23:59yh

A ellir ymestyn y contract?

Oes

Disgrifiad o estyniadau

2x 12 month optional extension periods

Cyfranogiad

Meini prawf dyfarnu

Dyddiad cau ar gyfer cyflwyno tendr

24 Hydref 2025, 12:00yh

Dyddiad cau ar gyfer yr ymchwiliad

20 Hydref 2025, 12:00yh

Cyfeiriad cyflwyno ac unrhyw gyfarwyddiadau arbennig

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.

A ellir cyflwyno tendrau yn electronig?

Oes