Award

Contact Centre Services

KENT COUNTY COUNCIL

This public procurement record has 2 releases in its history.

Award

19 Dec 2025 at 14:37

Award Notice
Planning

03 Aug 2023 at 10:52

Market Engagement Notice
Summary of the contracting process

Kent County Council has awarded a contract for Contact Centre Services to Capita Business Services Ltd, as described in procurement process SC230157. The contract is valued at £9,142,634 and covers a four-year period starting 1st April 2026, with the option for a three-year extension. This contract is in the services category, specifically call centre services, under the CPV code 79512000. Capita will provide essential contact centre services, including 24/7 telephony and emergency call solutions, to residents of Kent. The procurement was conducted via a competitive procedure with negotiation, tailored for a selective procurement process, indicating a strategic approach to supplier selection. The contract was awarded on 17th November 2025 and carries significant importance for Kent's communications infrastructure.

This tender presents significant business growth opportunities, particularly for large organisations capable of delivering comprehensive contact centre solutions. Enterprises specialising in telecommunications, call centre management, or digital self-service technology could benefit from such engagements. However, this contract may not suit SMEs or VCSEs, given the scale and requirements outlined. Businesses equipped to meet industry standards and regulatory compliance, with the ability to deliver high-quality, cost-effective solutions in a competitive setting, will find this tender an advantageous prospect for establishing or expanding their presence in the public sector service domain.

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Notice Information

Notice Title

Contact Centre Services

Notice Description

Kent County Council have appointed Capita Business Services Ltd as the provider for SC230157 - Contact Centre Services on a four year contract, commencing on 1st April 2026, with an optional 3 year extension available. Capita will deliver a high quality, value for money and efficient contact centre service to the residents of Kent. These services will include: * 24 hours, 7 days a week service provision (essential provision only Out of Hours) * key telephony services for KCC's customer contacts * Emergency calls * Harnessing technology to enable customers to self-serve or reach their outcome in the quickest possible way

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-27f921fe-c392-4143-9a68-9161a837ee9f
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/7276d704-d30b-4954-ae6d-df39625aea16
Current Stage
Award
All Stages
Planning, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive procedure with negotiation (above threshold)
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£9,142,634 £1M-£10M
Lots Value
Not specified
Awards Value
£9,142,634 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
19 Dec 20252 months ago
Submission Deadline
27 Aug 2025Expired
Future Notice Date
29 Sep 2023Expired
Award Date
17 Nov 20253 months ago
Contract Period
31 Mar 2026 - 31 Mar 2030 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
KENT COUNTY COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MAIDSTONE
Postcode
ME14 1XQ
Post Town
Rochester
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ4 Kent
Small Region (ITL 3)
TLJ45 Mid Kent
Delivery Location
Not specified
Local Authority
Maidstone
Electoral Ward
Penenden Heath
Westminster Constituency
Maidstone and Malling

Supplier Information

Number of Suppliers
1
Supplier Name

CAPITA BUSINESS SERVICES

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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