Tender

Specialist Repairs Call Centre Service

LONDON BOROUGH OF LAMBETH

This public procurement record has 1 release in its history.

Tender

10 Mar 2022 at 10:31

Tender Notice
Summary of the contracting process

The London Borough of Lambeth is currently seeking a strategic partner to deliver a 'Specialist Repairs Call Centre Service' as part of its procurement process. This initiative falls under the construction services category and is aimed at enhancing local authority housing repairs and maintenance through improved customer service. Key dates for this tender include a submission deadline set for April 12, 2022, with a contract expected to commence on November 30, 2022, and run for an initial term of three years, extendable for two additional years. The procurement will be conducted via a selective method through a negotiated procedure.

This tender presents substantial opportunities for businesses that specialise in customer service solutions, AI technology, and local authority housing repairs. Companies with experience in delivering high-quality customer interactions and those adept at integrating digital tools for self-service will be particularly competitive. Additionally, small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are encouraged to participate, given their suitability for this project's requirements and the council's focus on social value for the community.

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Notice Information

Notice Title

Specialist Repairs Call Centre Service

Notice Description

The London Borough of Lambeth is seeking to procure a strategic partner to deliver a 'Specialist Repairs Call Centre Service' (including emergency and out of hours calls). This new service will align with the objectives and visions of the Customer Experience Strategy (2021) and Lambeth's Digital Strategy (2021), ensuring the best customer experience possible. The procurement process is expected to take place over the next 9-12 months and is planned to follow the competitive procedure with negotiation process. The company appointed is likely to have expertise including, but not limited, to the following: * Repairs and maintenance in a local authority housing setting; * Automation and AI technology; and * Delivery of exceptional customer service. The aim of this procurement is to procure a solution that will deliver the following outcomes: * Delivers excellent customer experience from an end-to-end customer journey without failure demand and avoidable contact, delivering timely outcomes and right first-time resolution; * High quality service offering delivered by knowledgeable and skilled agents; * Be accessible and inclusive for all Lambeth's customers; * Partnership between the service provider, the council, its repairs and maintenance partners and residents; * Increasing effective customer self-service through a strong digital customer service offer; * Effective resourcing for demand to achieve consistently high performance for all services and customers; * Optimal use of online diagnostics, triage, chat bots and AI (artificial intelligence); * Tracking and management of the root cause of cost and demand; * Efficiencies through continuous improvement; * Delivery of high-quality data and insight about customers and their experience to support continuous improvement of customer services and council services more broadly, making best use of the latest analytics tools and techniques; * Integration with other access channels to ensure there is omnichannel coherence and consistency; * A flexible and futureproofed service, with the ability to scale and take advantage of advances in technology and rapidly respond to meet new community needs and council requirements as they arise; and * Social value for the place and people of Lambeth. This new service will align with the Council's objectives and vision, ensuring the best customer experience possible. The contract is expected to be for an initial term of 3 years with 2 options to extend by a further year each (3 + 1 + 1). The form of contract is expected to be a bespoke consultants' appointment, incorporating standard council conditions.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/f0e6ef6e-7e4a-410f-a4e2-2a547bd92ae3
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Negotiated procedure
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

45 - Construction work

50 - Repair and maintenance services

64 - Postal and telecommunications services

70 - Real estate services

71 - Architectural, construction, engineering and inspection services

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

CPV Codes

45000000 - Construction work

45215210 - Construction work for subsidised residential accommodation

45215214 - Residential homes construction work

50000000 - Repair and maintenance services

50700000 - Repair and maintenance services of building installations

64210000 - Telephone and data transmission services

70331000 - Residential property services

71500000 - Construction-related services

79342300 - Customer services

79342320 - Customer-care services

79510000 - Telephone-answering services

79511000 - Telephone operator services

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
10 Mar 20223 years ago
Submission Deadline
12 Apr 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
30 Nov 2022 - 29 Nov 2025 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LONDON BOROUGH OF LAMBETH
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW2 1RW
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI45 Lambeth
Delivery Location
Not specified
Local Authority
Lambeth
Electoral Ward
Brixton Acre Lane
Westminster Constituency
Clapham and Brixton Hill

Further Information

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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