Network Rail Infrastructure Ltd is initiating a new framework for a National Contact Centre. The framework is set to be worth £8,860,000.

A national contact centre service needs to be established and developed for the use of external stakeholders. It is to further develop the business-to-customer communication elements of National Rail with a high-quality service operating 24/7, 365 days a year.

The services included within the framework include:

• Telephone
• Live chat
• Email
• Letter processing
• Management of Network Rail’s social media
• Commercial Property Helpdesk

The duration of the contracts awarded will be 84 months.

The current deadline for receipts of tenders and requests to participate is 15th November 2019.

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