What are the delivery time windows for each store or site type?

Identify whether windows are fixed or flexible, and any variation by day of week.

What is the expected order lead time from order placement to delivery?

Check whether lead times vary by product type or service level.

Are weekend or bank holiday deliveries required?

Clarify which days and whether volumes differ from weekdays.

What is the proposed contract start date and mobilisation timeline?

Check if the mobilisation period is realistic for the scope of operations.

What is the tender submission deadline and is there flexibility?

Note any extension clauses and whether clarification rounds are included.

Is there an incumbent supplier and what is the handover timeline?

Understand whether TUPE applies and if the incumbent will cooperate during transition.

What is the evaluation period and expected decision date?

Look for multi-stage evaluation processes or presentation rounds.

Are there seasonal or promotional delivery peaks with different timing requirements?

Identify peak periods, expected volume uplift, and any changed delivery windows during peaks.

What are the collection and delivery time windows for each route?

Map all collection and delivery windows including any variation by day or destination type.

What is the required transit time from collection to delivery?

Clarify whether same-day, next-day or multi-day transit is expected and any service tier differences.

Are there specific cut-off times for order acceptance?

Check whether cut-offs vary by service type, destination or product category.

What is the proposed contract start date and fleet mobilisation timeline?

Assess whether sufficient lead time exists for vehicle procurement, driver recruitment and licensing.

Are there seasonal fleet scaling requirements?

Identify peak periods, expected volume uplift and whether additional vehicles are needed seasonally.

What is the tender submission deadline and evaluation timeline?

Note any extension clauses and multi-stage evaluation processes.

What are the required operating hours and days of the week?

Map all operating hours including any extended hours, weekends and bank holiday cover.

What is the proposed go-live date and transition timeline?

Assess whether sufficient time exists for recruitment, training, system setup and parallel running.

Is 24/7 or out-of-hours cover required?

Clarify whether after-hours support is needed and at what service level (full or emergency only).

What is the expected ramp-up profile for agent headcount?

Understand phased onboarding requirements and any parallel running with incumbent.

Are there seasonal peaks that require temporary scaling?

Identify peak periods, expected contact volume increases and additional FTE requirements.

What is the tender evaluation timeline and decision date?

Note multi-stage evaluations, site visits and presentation requirements.

What is the contract length and extension options?

Note initial term, extension periods, and any break clauses.

What are the KPI targets and penalty thresholds?

Look for OTIF targets, penalty per failure, and any cap on penalties.

What fuel escalation or indexation mechanism is proposed?

Check index type (RPI, CPI, fuel duty), frequency of adjustment, and any caps or collars.

What pricing model is required (open book, fixed price, cost-plus)?

Understand the level of cost transparency expected and any margin disclosure requirements.

Are there minimum volume commitments or guarantees?

Check for take-or-pay clauses and what happens if volumes fall below forecast.

What payment terms are specified?

Note days from invoice, any early payment discounts, and self-billing arrangements.

Is there a TUPE obligation and what are the associated costs?

TUPE transfers can significantly impact cost base and risk profile. Identify number of staff, terms, and pension obligations.

What insurance and indemnity requirements are specified?

Check cover levels, any unusual exclusions, and whether requirements exceed our standard policy.

Are there gainshare or continuous improvement incentives?

Look for shared savings mechanisms, innovation funds, or performance bonuses.

What are the termination and exit provisions?

Check notice periods, termination for convenience, and any asset transfer obligations on exit.

What is the contract length and are there extension options?

Note initial term, extensions and any break clauses that affect fleet investment decisions.

What pricing model is required (per-drop, per-mile, per-route, open book)?

Understand the preferred rate structure and level of cost transparency expected.

What fuel escalation mechanism is proposed?

Check index type, adjustment frequency and any caps or collars on fuel adjustments.

What KPI targets and penalty/bonus structures apply?

Look for OTIF targets, collection compliance, damage rates and any bonus for outperformance.

Are there minimum volume commitments or take-or-pay arrangements?

Check for guaranteed volumes and financial implications if volumes fall below forecast.

What insurance cover levels and goods-in-transit limits are required?

Check GIT cover per vehicle/consignment and whether requirements exceed standard fleet policy.

Is there a TUPE obligation for existing driver workforce?

Identify number of drivers, their terms, CPC status and any pension obligations transferring.

What payment terms and invoicing arrangements are specified?

Note days from invoice, self-billing and any early payment discount arrangements.

What pricing model is required (per-FTE, per-contact, per-minute, outcome-based)?

Understand the commercial model preference and any hybrid structures.

What is the contract length and extension options?

Note initial term, extension periods and break clauses that affect technology and people investment.

What SLA targets apply (answer rate, abandonment, first-contact resolution)?

List all SLA metrics, targets, measurement periods and any penalty/bonus structure.

What penalty and bonus structures apply to performance?

Check for at-risk percentages, bonus triggers, measurement periods and any caps.

Is there a TUPE obligation for the existing contact centre team?

Identify number of agents, their terms, shift patterns and any enhanced benefits transferring.

What are the payment terms and invoicing requirements?

Note billing frequency, days from invoice and any activity-based reconciliation requirements.

Are there minimum volume guarantees or take-or-pay arrangements?

Check if there are guaranteed contact volumes and financial implications of shortfalls.

What continuous improvement and transformation expectations exist?

Look for annual efficiency targets, automation goals or process improvement commitments.

Is driver assistance with unloading expected or provided on-site?

Clarify whether two-person delivery or site staff assistance is available.

Are there specific driver training or uniform requirements?

Check for bespoke training courses, branded uniforms, or customer-specific accreditations.

What health and safety or site induction requirements exist?

Identify any site-specific safety protocols, PPE, or accreditation requirements.

Is proof of delivery (POD) required and in what format?

Determine if electronic POD, photographic evidence, or signed paper PODs are needed.

What happens when a delivery fails (re-delivery process)?

Understand re-attempt windows, customer notification requirements, and who bears the cost.

Are there returns or reverse logistics requirements?

Check for collection on delivery, scheduled returns runs, or packaging take-back schemes.

What quality checks or acceptance procedures exist at point of delivery?

Identify any inspection, temperature checks, or batch verification requirements on arrival.

Are there specific warehouse or cross-dock requirements?

Determine if we need to provide or operate warehouse facilities as part of the solution.

What staffing model is expected (dedicated, shared, hybrid)?

Clarify whether the customer expects ring-fenced drivers and vehicles or shared-user access.

Are there any night shift or unsociable hours requirements?

Identify shift patterns, night-working frequency, and any premium rate expectations.

What driver responsibilities exist beyond driving (loading, unloading, POD)?

Clarify whether drivers assist with loading/unloading, perform counts or handle customer signatures.

What driver training, CPC and accreditation requirements exist?

Check for customer-specific training modules, Driver CPC periodic training and site accreditations.

What shift patterns and operating hours are required?

Map out shift start/end times, split shifts and any overnight running requirements.

Is subcontracting permitted for overflow or specialist requirements?

Determine whether the customer requires a fully dedicated fleet or permits approved subcontractor use.

What fleet management and maintenance regime is expected?

Check for maintenance intervals, MOT/LOLER inspection frequencies and spare vehicle requirements.

What contingency and business continuity arrangements are needed?

Understand backup vehicle requirements, extreme weather protocols and crisis communication procedures.

Are there specific loading and securing requirements for goods?

Check for load securing standards, restraint equipment and any product-specific handling protocols.

What is the expected fleet utilisation model (dedicated, shared, flex)?

Clarify whether vehicles run exclusively for this customer or can service other clients in downtime.

What contact channels are in scope (voice, email, chat, social, video)?

Map all channels, expected volume split and whether omnichannel routing is required.

What are the expected contact volumes per channel per day?

Get volumes by channel, day of week and intraday arrival patterns for workforce planning.

What average handling time (AHT) is expected per contact type?

Compare expected AHT with industry benchmarks and understand complexity drivers.

What agent training and onboarding programme is required?

Check for mandatory training duration, product knowledge requirements and certification needs.

What quality assurance and call monitoring framework is expected?

Understand QA scoring methodology, monitoring frequency and calibration requirements.

Is the operation home-based, office-based or hybrid?

Clarify location model, any site requirements and remote working technology needs.

What escalation and complaint handling procedures are required?

Map escalation tiers, response timescales and any regulatory complaint handling requirements.

Are there multilingual or specialist skill requirements?

Identify language requirements, technical specialisms and any professional qualifications needed.

What is the total annual delivery volume (drops, pallets, parcels)?

Get volume in multiple units if possible to enable accurate vehicle planning.

What volume volatility should we plan for (peak vs normal)?

Look for percentage uplift during peak, e.g. +45% at Christmas.

What is the average and maximum order size per delivery?

Understand weight, cube, and pallet counts to determine vehicle type suitability.

How many delivery points or sites are in scope?

Get a site list or postcode spread to map against our depot network.

Is there expected volume growth over the contract term?

Look for growth projections, new site openings, or market expansion plans.

What is the daily delivery frequency per site?

Check if sites receive multiple deliveries per day and whether consolidation is possible.

Are there different volume profiles by day of week?

Identify any day-of-week skew that affects resource planning.

What percentage of volume is time-critical vs standard?

Separate urgent/express volumes from standard to plan service tiers.

What is the total annual consignment volume (pallets, parcels, loads)?

Get volumes in multiple units to enable accurate fleet planning and route modelling.

What is the daily delivery/collection drop count?

Break down by route type, region and day of week to identify planning patterns.

What peak-to-trough volume variation should we plan for?

Look for percentage uplift during peak, seasonal patterns and promotional spikes.

What is the average payload per vehicle (weight and cube)?

Compare average payload against vehicle capacity to assess utilisation and vehicle type suitability.

What percentage of movements are full-load versus part-load?

Assess consolidation opportunities for part-loads and backhaul potential.

Are there expected volume growth projections over the contract term?

Check for growth forecasts, new site openings or network expansion plans.

What is the total annual contact volume across all channels?

Get total volumes broken down by channel, contact type and customer segment.

What is the intraday contact arrival pattern?

Get half-hourly arrival patterns to enable accurate workforce scheduling.

What percentage of contacts are repeat or follow-up?

Understand first-contact resolution rates and drivers of repeat contact.

What is the current agent attrition rate?

Check historical attrition to plan recruitment pipeline and training capacity.

What self-service or automation deflection targets exist?

Identify IVR, chatbot or self-service targets and their impact on live agent volumes.

Are there outbound campaign or proactive contact requirements?

Check for outbound calling, proactive notifications or customer outreach programmes.

What is the geographic coverage area required?

Map the coverage area against our existing depot and network footprint.

What is the furthest delivery point from our depot network?

Calculate stem mileage and assess whether remote locations need sub-contracting.

Are there specific regional or postcode area requirements?

Identify any lots or regional splits that could be bid independently.

Is nationwide coverage required or specific regions only?

Determine if partial coverage bids are acceptable.

Are there Scottish Highlands, Islands or Northern Ireland requirements?

These areas typically require specialist carriers or surcharges.

What depot or hub locations are available or required?

Compare required locations with our existing depot estate and identify gaps.

Are there cross-border or international elements?

Check for customs, regulatory, and licensing implications of cross-border movements.

Is there flexibility on depot location or must existing sites be used?

Understand whether the customer has property constraints or if we can propose optimal locations.

What is the geographic coverage area and route network required?

Map the delivery/collection network against our existing depot and trunking infrastructure.

What are the key origin and destination points in the network?

Identify all collection points, delivery hubs and cross-dock locations to map the full network.

Are there any cross-border or international transport requirements?

Check for customs, regulatory and cabotage implications of international movements.

Is there potential for backhaul or return-load utilisation?

Assess whether empty running can be reduced through backloading or network collaboration.

Are there depot or hub locations that must be used or avoided?

Understand any property constraints or preferences for staging and cross-docking locations.

What coverage is needed for remote areas (Highlands, Islands, NI)?

These areas typically need specialist carriers or dedicated solutions with different cost profiles.

Which sites require specialist delivery equipment (tail-lift, pump trucks)?

Map specialist requirements by site to determine vehicle specification mix.

What temperature control requirements exist (ambient, chilled, frozen)?

Multi-temperature operations significantly impact vehicle and cost planning.

What hazardous goods or restricted items are in scope?

Identify ADR classifications, quantity thresholds, and any special storage requirements.

Are there specific vehicle type or age requirements?

Check for Euro emission standards, maximum age policies, or branded livery requirements.

Is there a requirement for electric or alternative fuel vehicles?

Identify percentage targets, timeline, and whether charging infrastructure is provided.

What PPE or specialist handling equipment is needed?

List all required PPE and check if the customer provides or expects us to supply.

Are there specific pallet type or packaging requirements?

Check for returnable packaging, specific pallet types, or customer-owned equipment.

What tracking or telematics equipment is required on vehicles?

Determine if the customer mandates specific telematics providers or our system is acceptable.

What vehicle types and sizes are required?

Specify rigid, artic, van types with GVW, body type and any specialist requirements.

Are temperature-controlled vehicles required (chilled, frozen, multi-temp)?

Identify temperature ranges, ATP certification and multi-compartment requirements.

Is there a requirement for electric, hydrogen or alternative fuel vehicles?

Identify EV percentage targets, timeline and charging infrastructure availability.

What vehicle age, emission standard and livery requirements apply?

Check for Euro VI compliance, maximum vehicle age policies and branded livery expectations.

Are there specific tail-lift, crane or specialist body requirements?

Map specialist equipment needs by route or customer type to determine vehicle specification mix.

What telematics, cameras and tracking equipment is required on vehicles?

Determine if the customer mandates specific telematics platforms or if our system is acceptable.

Are there restricted delivery hours or residential curfews?

Map all time restrictions by site type to assess route planning impact.

What are the vehicle size restrictions per site?

Identify sites requiring smaller vehicles due to access, weight, or height restrictions.

Are there sites with specific access challenges or booking systems?

Check for timed booking slots, security gates, or multi-step access procedures.

Are there clean air zone or congestion charge implications?

Identify affected zones and check whether our fleet meets emission requirements.

Are there weight restrictions on any delivery routes?

Map any bridge or road weight limits that affect routing options.

Are there noise restrictions affecting loading or unloading?

Check for overnight noise curfews, particularly at residential or urban locations.

Are there security clearance or DBS check requirements?

Identify clearance levels, processing timescales, and whether existing clearances transfer.

Are there any exclusivity or non-compete restrictions?

Check whether the contract prevents us from working with competitors in the same sector.

What vehicle weight and size restrictions apply across the route network?

Map bridge, tunnel and road restrictions that affect vehicle routing and specification.

Are there urban delivery restrictions (curfews, low emission zones)?

Identify LEZ, ULEZ and congestion zone implications plus any time-based delivery restrictions.

Are there working time directive or drivers' hours compliance considerations?

Assess route lengths against EU/domestic drivers' hours rules and tachograph requirements.

Are there ADR or specialist load restrictions?

Identify any hazardous goods classifications, tunnel restrictions and parking limitations.

Are there security vetting requirements for drivers?

Check for DBS, BPSS or SC clearance requirements and any enhanced vetting for specific sites.

Are there noise restrictions affecting loading or delivery at any sites?

Check for night-time noise curfews at residential areas, retail parks or urban locations.

What IT integration is required (TMS, WMS, ERP, POD)?

Map all integration points and assess compatibility with our existing tech stack.

Is real-time tracking and visibility required?

Determine granularity (vehicle-level, consignment-level) and update frequency expected.

What data exchange formats and frequency are expected?

Identify file formats (XML, JSON, EDI), protocols, and any real-time vs batch requirements.

Is an API integration required or file-based (EDI, CSV)?

Determine the technical maturity of the customer and their preferred integration approach.

What customer-facing technology is expected (tracking portal, notifications)?

Check if our existing customer portal meets requirements or bespoke development is needed.

Are there specific cyber security or data protection requirements?

Look for ISO 27001, Cyber Essentials Plus, or sector-specific certifications required.

Is there a requirement for electronic proof of delivery?

Clarify ePOD requirements including signatures, photos, and data captured at point of delivery.

What reporting platform or BI tool integration is needed?

Check if data feeds into customer BI tools or if we provide the reporting platform.

What transport management system (TMS) integration is required?

Map integration points between customer systems and our TMS for order flow, tracking and invoicing.

What real-time tracking and ETA visibility is expected?

Determine granularity of tracking (vehicle, consignment, item) and notification requirements.

What electronic proof of delivery (ePOD) format is required?

Clarify ePOD requirements including signatures, photos, damage recording and data captured.

Is route optimisation software mandated or can we use our own?

Check if the customer requires a specific routing platform or accepts our standard solution.

What data exchange formats and frequency are expected?

Identify file formats, API vs EDI, real-time vs batch requirements.

What cyber security and data protection requirements apply?

Look for ISO 27001, Cyber Essentials Plus or sector-specific certifications.

What contact centre platform (ACD/CCaaS) is required?

Determine if the customer mandates a specific platform or if we can use our standard solution.

What CRM or case management system integration is needed?

Map integration points with customer CRM, order management and ticketing systems.

Is workforce management (WFM) software required?

Check if the customer mandates specific WFM tools or accepts our standard solution.

What IVR, chatbot or AI automation capabilities are expected?

Understand current and planned automation, including conversational AI and intent recognition.

What call recording, speech analytics or sentiment analysis is required?

Check for recording compliance (PCI-DSS, FCA), analytics tools and sentiment monitoring.

What data security and compliance certifications are needed?

Look for PCI-DSS, ISO 27001, FCA, GDPR-specific requirements and any sector certifications.

What knowledge management system is needed for agents?

Determine if the customer has an existing knowledge base or expects us to build one.

What reporting and wallboard capabilities are expected?

Check for real-time dashboards, historical reporting and any customer-facing visibility portals.

Are multi-drop routes permitted or single-site deliveries only?

Understand if consolidation across sites is allowed and any constraints on mixing loads.

What is the target number of drops per route?

Compare target drops-per-route with achievable levels given time windows and geography.

Is there flexibility to combine with other customer deliveries?

Determine whether shared-user network access is acceptable or dedicated runs are required.

What route optimisation constraints exist (delivery sequence, priority)?

Identify any fixed delivery sequences, priority stores, or time-locked drops.

Are trunk routes or line-haul movements required between depots?

Map inter-depot movements and assess whether they can be integrated into existing trunk schedules.

Is there a requirement for fixed routes or dynamic planning?

Understand if the customer expects predictable regular routes or daily dynamic optimisation.

Are routes fixed scheduled or dynamically planned?

Understand if the customer expects predictable regular routes or daily dynamic optimisation.

What is the target number of drops per route per day?

Compare target drops with achievable levels given time windows, geography and unloading times.

Are trunk and trunking movements required between hubs?

Map inter-depot trunk movements, frequency and whether night trunking is needed.

Can loads be consolidated across multiple customers?

Determine if shared-user consolidation is acceptable to reduce cost and improve utilisation.

Are there fixed delivery sequences or priority drops?

Identify any mandatory delivery sequences, priority customers or time-locked stops.

What empty running or repositioning allowance is acceptable?

Understand tolerance for stem mileage and empty return legs.

What sustainability reporting is required (carbon, EV targets)?

Identify specific carbon reporting frameworks (SECR, SBTi) and any reduction targets.

What management information reports are required and at what frequency?

List all required reports, their frequency, and whether automated or manual production is expected.

Are there specific KPI dashboards or scorecards expected?

Check if standard dashboards are acceptable or bespoke development is needed.

What regulatory or compliance reporting is required?

Identify any industry-specific regulatory returns or compliance certifications needed.

What transport KPI dashboards and MI reports are required?

List all required reports, their frequency and whether automated or manual production is expected.

What sustainability and carbon reporting is required?

Identify carbon reporting frameworks, EV mileage tracking and any CO2e reduction targets.

Is FORS, CLOCS or fleet operator accreditation required?

Check for FORS Gold/Silver, CLOCS compliance and any industry-specific fleet accreditations.

What incident and damage reporting procedures are expected?

Clarify reporting timescales, investigation procedures and root cause analysis requirements.

What operational MI reports and dashboards are required?

List all required reports, frequency, format and whether real-time or historical.

What customer satisfaction measurement is required (CSAT, NPS)?

Check for post-contact surveys, NPS programmes and any benchmarking requirements.

What regulatory or compliance reporting is needed?

Identify industry-specific returns, FCA reporting or complaint volume disclosures.

What root cause analysis and insight reporting is expected?

Understand expectations for contact driver analysis, trend reporting and actionable insight delivery.

Does the contract value meet our minimum pursuit threshold?

Compare estimated annual revenue against our bid investment and minimum contract size policy.

Do we have the operational footprint and geographic reach to deliver?

Map requirements against our depot network and identify any capability gaps.

Is the risk profile acceptable (liability, penalties, TUPE)?

Aggregate all commercial risks identified across other categories for a holistic assessment.

Are there any deal-breakers in the terms and conditions?

Review T&Cs for unlimited liability, onerous IP clauses, or non-standard terms.

Can we clearly articulate why we are the best fit for this opportunity?

Develop a clear elevator pitch linking our capabilities to the customer's stated needs.

Do we have relevant case studies or references for this sector?

Identify 2-3 strong case studies that demonstrate relevant experience and outcomes achieved.

What are the key win themes we should lead with?

Define 3-4 win themes that align our strengths to the customer's priorities and pain points.

How do we differentiate from the likely competitors?

Identify likely competitors and articulate specific advantages we hold over each.