PS.

ScotRail Customer Contact Centre

ScotRail Trains LtdcontractFind a Tender ↗Ref ocds-h6vhtk-03f5ae32014L0025active

Estimated value

—

services

Awarded value

—

Suppliers

1

Lots

1

1 awarded

Published

14 Nov 2025

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

Scope

Reference
SR188
Commercial tool
Standalone contract
Contract dates

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.

Main category
services
CPV classifications
79512000
79511000
79510000
79500000
Contract locations
Scotland

Award criteria

Criteria the buyer will use to evaluate bids.

NameDescriptionTypeWeighting
Specification10quality—
Management Plans60quality—
—30price—

Submission & procedure

Procedure
Negotiated procedure with prior call for competition

Award details

Awarded supplier(s), contract period and value as published in the award notice.

Awarded value

—

Award date

—

Contract start

—

Contract end

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Awarded to
TL
Teleperformance Ltd