SC230157 - Contact Centre Services

2025-02-17

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Published date: 17 February 2025

Open opportunity - This means that the contract is currently active, and the buying department is looking for potential suppliers to fulfil the contract.

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Contract summary

Industry

Call centre - 79512000

Location of contract

England

Value of contract

£17,500,000

Procurement reference

KENT001-DN763612-11252230

Published date

17 February 2025

Closing date

19 March 2025

Closing time

12pm

Contract start date

1 April 2026

Contract end date

31 March 2030

Contract type

Service contract

Procedure type

Competitive procedure with negotiation (above threshold)

What is a competitive procedure with negotiation (above threshold)?

Anyone may ask to participate, but only those who are pre-selected will be invited to submit initial tenders and to negotiate.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

Kent County Council are seeking a supplier to provide contact centre services to the residents of Kent to commence April 2026. We are seeking a supplier that will deliver a high quality, value for money and efficient service to the residents of Kent.
They key outcomes from this contract will be:
• 24 hours, 7 days a week service provision (essential provision only Out of Hours)
• To be the key telephony service for KCC's customer contacts.
• First time resolution where possible.
• Emergency calls to be answered as a priority
• All contact types to have an answer rate mechanism and target (to be agreed)
• Key Performance Indicators to be measured.
• A high-quality service which will be measured against a quality framework and relevant targets.
• Year on year reduction of non-emergency calls and emails
• A contact centre that supports customers in the best interests of the public, harnessing technology to enable them to self-
serve or reach their outcome in the quickest possible way.

All Expressions of Interest must be registered via the Kent Business Portal https://www.kentbusinessportal.org.uk/ and all interested candidates must submit a Selection Questionnaire via the Kent Business Portal by noon 19th March 2024.