ScotRail Customer Contact Centre
Estimated value
—
Awarded value
—
Suppliers
1
Lots
1
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
- 79512000795110007951000079500000
- Contract locations
- Scotland
Award criteria
Criteria the buyer will use to evaluate bids.
| Name | Description | Type | Weighting |
|---|---|---|---|
| Specification | 10 | quality | — |
| Management Plans | 60 | quality | — |
| — | 30 | price | — |
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
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Award date
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Contract start
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Contract end
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