SC230157 - Contact Centre Services
key details
| Value | £17,500,000 |
|---|---|
| Status | active |
| Category (CPV) | 79512000 |
| Deadline | 19 Mar 2025 |
| Contract start | 1 Apr 2026 |
| Contract end | 31 Mar 2030 |
| Procedure | selective |
| SME suitable | Yes |
| OCID | ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4 |
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.
documents
- https://www.contractsfinder.service.gov.uk/Notice/1e921630-ddaf-4d84-9e4e-01c0011bdf2f , tenderNotice
Documents are linked, not mirrored. They are served by the publishing authority and may require registration.
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 17 Feb 2025 | Tender (tender) | · | 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941 |
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source
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