National Contact Centre
• Network Rail Infrastructure Ltd
Publication reference: 2021/S 000-000718 
Publication date: 13 January 2021
F05: Contract notice – utilities
Section one: Contracting authoritySection I: Contracting authority
one.1) Name and addressesI.1) Name and addresses
Network Rail Infrastructure Ltd
1 Eversholt Street
London
NW1 2DN
Email

Telephone
+44 1908781000
Country
United Kingdom

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NUTS code
UK – UNITED KINGDOM
Internet address(es)
Main address
www.networkrail.co.uk
one.3) CommunicationI.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://networkrail.bravosolution.co.uk/esop/toolkit/opportunity
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://networkrail.bravosolution.co.uk
Tenders or requests to participate must be submitted to the above-mentioned address
one.6) Main activityI.6) Main activity
Railway services

Section two: ObjectSection II: Object
two.1) Scope of the procurementII.1) Scope of the procurement
two.1.1) TitleII.1.1) Title
National Contact Centre
two.1.2) Main CPV codeII.1.2) Main CPV code
• 79512000 – Call centre
two.1.3) Type of contractII.1.3) Type of contract
Services
two.1.4) Short descriptionII.1.4) Short description
Network Rail requires a National Contact Centre Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk. The service is 24/7, 365 days a year, 366 days in a leap year and covers telephony, live chat, email, letter processing and the management of Network Rail’s social media
two.1.6) Information about lotsII.1.6) Information about lots
This contract is divided into lots: No
two.2) DescriptionII.2) Description
two.2.2) Additional CPV code(s)II.2.2) Additional CPV code(s)
• 64220000 – Telecommunication services except telephone and data transmission services
two.2.3) Place of performanceII.2.3) Place of performance
NUTS codes
UK – UNITED KINGDOM
two.2.4) Description of the procurementII.2.4) Description of the procurement
Network Rail requires a National Contact Centre Service for the use of external stakeholders. This service also covers the Commercial Property Helpdesk.
The service is 24/7, 365 days a year, 366 days in a leap year and covers telephony, live chat, email and letter processing and the management of Network Rail’s social media.
two.2.5) Award criteriaII.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated valueII.2.6) Estimated value
Value excluding VAT: £10,223,000
two.2.7) Duration of the contract, frame agreement or dynamic purchasing systemII.2.7) Duration of the contract, frame agreement or dynamic purchasing system
Duration in months
84
This contract is subject to renewal
No
two.2.9) Information about the limits on the number of candidates to be invitedII.2.9) Information about the limits on the number of candidates to be invited
Maximum number: 5
two.2.10) Information about variantsII.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about optionsII.2.11) Information about options
Options: No

Section four. ProcedureSection IV. Procedure
four.1) DescriptionIV.1) Description
four.1.1) Type of procedureIV.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.8) Information about the Government Procurement Agreement (GPA)IV.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative informationIV.2) Administrative information
four.2.2) Time limit for receipt of expressions of interestIV.2.2) Time limit for receipt of expressions of interest
Date
19 April 2021
four.2.4) Languages in which tenders or requests to participate may be submittedIV.2.4) Languages in which tenders or requests to participate may be submitted
English

Section six. Complementary informationSection VI. Complementary information
six.1) Information about recurrenceVI.1) Information about recurrence
This is a recurrent procurement: Yes
Estimated timing for further notices to be published: 72
six.4) Procedures for reviewVI.4) Procedures for review
six.4.1) Review bodyVI.4.1) Review body
The High Court
London
Country
United Kingdom

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Sections
• one. Contracting authorityI. Contracting authority
• two. ObjectII. Object
• four. ProcedureIV. Procedure
• six. Complementary informationVI. Complementary information

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