Housing Repairs Call Centre - Market Engagement

Lambeth are driving forward a project to change the way we deliver our Housing Repairs Call Centre Services. The Council is carrying out market engagement to assist in understanding the market's approach to the provision of Housing Repairs Call Centre Services to help the Council define its requirements.

The authorities proposed model will be outsourced resources and insource technology. Therefore the supplier will provide call centre staff and Lambeth will provide all technology to enable management of contact

We are keen to gain market insight around our draft high-level requirements detailed below:

1. Delivery of a solution where Call Centre software is to be provided by the authority (Telephony, Chat Bots, Portal, CRM, AI, Web Chat, diagnostics) with Hardware to be provided by the Supplier.

2. Contact Centre to effectively handle inbound and outbound omnichannel communications to provide a quality experience for Lambeth Housing customers. To include the effective sharing and/ or capture of relevant information and the correct routing of calls to service areas when appropriate

3. Provision of Repairs and Emergency Call Handling Service covering the Standard Working Hours for contact centre of 8am to 8pm and 8am to 1pm Saturday

4. Delivery of a solution that has ability to support co-location functions (virtually or physically) between different services/teams at a minimum to include schedulers and the call centre)

5. Delivery a solution meets the specific needs of Lambeth's diverse customer base

6. Ability for the Supplier to manage peaks and troughs in demand

7. Provision of agents that are trained in diagnostics of repairs

8. Process and operational procedures to be defined by Lambeth and implemented by the supplier. Including achievement of defined Key Performance Indicators and Service Level Agreements.

9. Supplier will be required to liaise with Out of Hours repairs provider.

10. Liaison and alignment with works contractors

11. Supporting Lambeth attain its required standard of service delivery (including supporting digital enablement)

The Council is keen to gain market feedback from Housing Repairs Call Centre operators on the Council's high-level requirements.

These high level requirement have been outlined in the attached Market Engagement Requirements.

Suppliers are asked to make their response by 16 May 2023 T 12 noon.