UK Public Sector Contracts & Tenders

GWR is undertaking a major procurement to appoint a strategic partner capable of delivering an integrated customer data, Customer Relationship Management (CRM), and loyalty ecosystem. The goal is to create a unified, scalable, and insight driven environment that strengthens customer relationships, improves operational efficiency, and drives measurable commercial value. Central to this ambition is a CRM and loyalty programme that actively increases customer engagement, repeat travel, and revenue through personalised, relevant, and timely interactions. The partner will deliver a Single Customer View (SCV) data platform, digital analytics services, CRM programme management, and loyalty operations, which will deliver customer insight flows seamlessly from data ingestion through to personalised activation and revenue generating outcomes. This will include not only the build and delivery of these capabilities, but the ongoing optimisation of CRM and loyalty programmes. This will ensure that our journeys, communications and member experiences are continually refined. This will support our goals of customer engagement, influence of their behaviours and support wider commercial, business and customer UX objectives. This procurement reflects GWR's ambition to become more data informed and customer centric, recognising that a unified understanding of customers is a core business capability, not simply a technology platform. The partner will be expected to support an always‑on programme of strategic CRM and loyalty activity that evolves over time, driving sustained customer value and long‑term business growth. This procurement also needs to recognise the wider rail industry context, including GWR's future transition into the Department for Transport Operator model and, in time, Great British Railways. The appointed partner will therefore need to provide a flexible, scalable service that can adapt as industry structures, governance requirements and customer priorities evolve

First Greater Western Limited, trading as "Great Western Railway" (GWR), provides high speed, commuter, regional and branch line train services. We help over 100 million passengers reach their destinations every year - across South Wales, the West Country, the Cotswolds, and large parts of Southern England. GWR operates a major rail network connecting London Paddington to Southwest England, the West Country, the Thames Valley, the Cotswolds, and South Wales. Based in Swindon, key routes run from London to major cities including Bath, Bristol, Cardiff, Exeter, Plymouth, and Penzance. Pre Market Notice: GWR is issuing this pre‑market engagement notice to gather market intelligence and identify suppliers capable of providing both bottled and plumbed‑in water cooler units/solutions across multiple depots in the Southwest region (across the full GWR network). The requirement includes the provision of regular and varied delivery schedules to support operational demands. Suppliers should be able to offer flexible bottled water supply options, typically 19‑litre or 11‑litre bottles, with the capacity to deliver approximately 200 bottles per week to geographically dispersed sites. Sustainability will form a key part of the service provision. This includes robust reuse and recycling processes for bottles, as well as a proactive approach to increasing the use of plumbed‑in units and reducing reliance on bottled‑water systems across the network. The are currently around 333 water cooler units across the network, with 202 bottled units and 131 plumbed in units. The supplier will be expected to operate a regular maintenance/service/sanitise programme across the network. What next: If you feel your organisation has the capacity and capability to deliver this requirement, please contact Ben.Boatman@gwr.com to express your interest. Your details will be saved, and once this notice reaches its closing date of 19.06.26, GWR will review the responses and determine the appropriate next steps. This may include arranging individual supplier discussions or hosting a group engagement session with interested and capable suppliers.