# TfL 91640 Customer Services Framework

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: TRANSPORT FOR LONDON FINANCE LIMITED
- Contract winner: [Capita Business Services](/contract-winners/capita-business-services/public-sector-contract-awards)
- Award value: £0
- Award date: 1 March 2016
- Published: 18 November 2016
- Contract start: 1 April 2016
- Contract end: 31 March 2022
- Stage: awarded
- Procurement category: services
- Notice ID: 96ac16a4-e5fc-4a16-9d41-6cdc531d9254-91858
- OCID: ocds-b5fd17-796d553e-adc9-11e6-9901-0019b9f3037b

## Description

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\.

## Related contract awards

- [Route Agreement](/contracts/ocds-b5fd17-887e3d6b-5c8f-4daf-89f9-8a66b6f37c88): TRANSPORT FOR LONDON FINANCE LIMITED
- [Concessionary Schemes Chack and Send](/contracts/ocds-b5fd17-e3f0c3bc-439b-4bda-b660-beb2196af681): TRANSPORT FOR LONDON FINANCE LIMITED
- [TfL 94096 - Suicide Prevention Training](/contracts/ocds-b5fd17-5e00bccc-a336-45d6-93c0-21dc92336ae8): TRANSPORT FOR LONDON FINANCE LIMITED
- [Contract for Income and Payment Management Systems \(PAY 360\)](/contracts/ocds-b5fd17-7c3b2ed3-6e9a-4c44-be25-f669014d8368): Epping Forest District Council
- [SMF - Business Change Support](/contracts/ocds-b5fd17-bbc9e68d-eb8c-41bb-b709-50eade653bf4): Financial Conduct Authority
- [CA16331 - Cansfield High School Managed HR & Payroll Services](/contracts/ocds-b5fd17-3ef4fd3a-2091-4f1c-9958-52f74ec60752): Cansfield High School

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/96ac16a4-e5fc-4a16-9d41-6cdc531d9254-91858)