Delay Repay Administration and Claims Processing Services

South Western Railway Limited ("SWR") intends to enter into the contract with First Customer Contact Limited following a Direct Award. The direct award follows publication of a transparency Notice under section 44 of the Procurement ACT 2023. The services comprise the receipt, validation, assessment and processing of Delay Repay claims submitted by passengers, together with associated customer contact to support appeals, payment administration, management information reporting, systems support and related operational services required to enable SWR to discharge its obligations under its Services Agreement and industry arrangements. The contract will operate as a transitional ("bridging") arrangement pending implementation of the future industry-wide centralised Delay Repay solution currently being developed and procured on behalf of Great British Railways. The objective of the contract is to ensure continuity of service, maintain existing service quality standards and facilitate an orderly transition to the future national solution. The contract will contain provisions permitting early termination by SWR in order to align the contract duration with implementation of the future industry solution and to support a managed transition of services.