Melbourne Ticketing and Sydney Customer Service

Procurement for managed customer service operations including Sydney Transport Customer Service Centre & Mobile CSOs, and Melbourne NSW TrainLink Booking Office&Concierge services under 2 separable lots

Project goals

The primary goal of this procurement is to appoint an experienced managed service provider to deliver high-quality, customer-facing transport services across two critical locations under separable contract lots.

For Lot 1 (Sydney), the objective is to ensure continuous operation of the TransportCustomer Service Centre at Central Station and effective deployment of Mobile Customer Service Officers across Greater Sydney, including accurate Opal assistance, strong financial controls, and responsive support during events and disruptions.

For Lot 2 (Melbourne), the objective is to deliver reliable NSW TrainLink booking office and concierge services at Southern Cross Station, including accurate ticketing, customer assistance aligned to interstate services, and secure cash and cashless handling.

Across both lots, the goals are to strengthen governance, embed measurable KPIs, ensure workforce resilience, maintain service continuity, achieve value for money through competition, and enable scalable services without unnecessary base cost exposure.

Scope

This procurement is for a managed service provider to deliver customer-facing transport services under two separable lots in Sydney and Melbourne.

Lot 1 (Sydney) includes operation of the Transport Customer Service Centre at Central Station and deployment of Mobile Customer Service Officers across Greater Sydney.Services include Opal customer assistance (card-only), customer enquiries, stock control, reconciliation, reporting, and support for events and service disruptions.

Lot 2 (Melbourne) includes operation of the NSW TrainLink booking office and concierge services at Southern Cross Station. Services include ticket sales and booking changes, passenger assistance aligned to interstate rail services, reconciliation, and extended or mobile services during disruptions. Across both lots, the supplier must provide 7-dayservice delivery, maintain minimum staffing levels, meet defined KPIs, comply with safety and brand standards, support transition activities, and deliver robust governance and reporting throughout the contract term.

Additional details/instructions

Please complete the following (as attached in this advert):

1) Attached registration form and

2) signed confidentiality deed

Send both the above docs to gaurav.chauhan2@transport.nsw.gov.au

Once the submitted registration form & signed confidentiality Deed is accepted, access to TfNSW ARIBA portal will be granted whereby registered participants would be able todownload the complete set of RFP documents for further participation in this RFP.

Requirements

Mandatory requirements

Social procurement (SME Policy) *

Professional Services (excl Consultancies) - Clerical and administrative services

Category and estimated value is subject to social procurement.

If you are successful in winning this opportunity you will be required to submit quarterly reporting, do you agree?

Response type

Radio button (Yes/No)

Opportunity requirements

1. Registration Form

Kindly download & fill the attached registration form and send it togaurav.chauhan2@transport.nsw.gov.au

Response type

Checkbox (Agree)

2. Confidentiality Deed

Kindly download & fill the attached confidentiality Deed and send it togaurav.chauhan2@transport.nsw.gov.au

Response type

Checkbox (Agree)

Please see attached files in the link for more information