Tender

Customer Service Centre and Digital Transformational

LINCOLNSHIRE COUNTY COUNCIL

This public procurement record has 1 release in its history.

Tender

26 Aug 2022 at 15:41

Tender Notice
Summary of the contracting process

The Lincolnshire County Council is seeking to recommission Customer Service Centre (CSC) services alongside digital transformation efforts, with a contract term of up to 9 years starting on April 1, 2024. The procurement process involves high-risk activities related to Social Care and aims to protect vulnerable service users. The contract, valued at £100,000,000 GBP, is using a selective procurement method with a negotiated procedure. The tender period ends on September 26, 2022, and the contract period runs until March 31, 2029, providing opportunities for service providers in the postal, telecommunications, customer services, health, and social services sectors.

This tender by Lincolnshire County Council presents a significant business opportunity for service providers with expertise in handling high-risk individuals and managing customer service operations. Businesses offering digital transformation solutions and support services can leverage this tender to secure long-term contracts and contribute to the council's objectives. The contract's focus on maintaining high service quality and accommodating future service expansions makes it suitable for established service providers looking to diversify their offerings and secure stable revenue streams in the public sector.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Customer Service Centre and Digital Transformational

Notice Description

This Contract involves 'high-risk' activity such as Social Care referrals and assessments, which must be handled with care to protect vulnerable service users. Volume of Contacts is split roughly 65/35 weighted towards non-Social Care but the resource requirement is split roughly 65/35 weighted towards Social Care work. Acquiring a quality provision is of the utmost importance to the Council throughout this procurement process. People handling skills will be of vital importance as the CSC is critical to us to achieve high scores in CQC and Ofsted inspections and manage our high-risk individuals. Lincolnshire County Council (the Council) is seeking to recommission Customer Service Centre (CSC) services commencing 1st April 2024 alongside services in support of the Council's plans for digital transformation. The Council requires the provision of a Customer Service Centre to manage most incoming channels (including phone and email enquiries), as well as the processing of transactions for c20 Council functions. The Contract term over which the Services will be provided is an initial period of 5 years commencing on the 1st April 2024 with the option to extend for a further two periods of 2 years up to a maximum Contract period of 9 years. The Contract will include change control provisions to enable other CSC services to be added to the contract during the term of the contract. In addition to the operational CSC services the Council is looking for a Service Provider who can support the Council at the Council's discretion in its implementation of digital transformation both in the CSC and across the Council's wider services on a case by case basis. This may involve (i) the provision of expertise and advice to support the identification of digital solutions and the development of business cases and/or (ii) the implementation where instructed of specific transformation projects including on a risk-reward basis. This procurement is being structured so as to enable one of the Council's key partner authorities in the Greater Lincolnshire region to have the option to enter into a Contract for CSC services with the Service Provider on the basis of this Contract Notice. The Contract will be structured in a form to allow North East Lincolnshire Council to exercise the option to contract directly with the Service Provider for some or all of the Services and other services delivered by them in exercise of their functions through a Deed of Accession.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/554b37f3-3b4f-4c4d-a9d1-c6f3e7ff3309
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
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

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

85 - Health and social work services

CPV Codes

64000000 - Postal and telecommunications services

79342300 - Customer services

79342310 - Customer survey services

79342320 - Customer-care services

85100000 - Health services

85320000 - Social services

Notice Value(s)

Tender Value
£100,000,000 £100M-£1B
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
26 Aug 20223 years ago
Submission Deadline
26 Sep 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
31 Mar 2024 - 31 Mar 2029 Over 5 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
LINCOLNSHIRE 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
LINCOLN
Postcode
LN1 1YL
Post Town
Lincoln
Country
England
Major Region (ITL 1)
TLF East Midlands (England)
Basic Region (ITL 2)
TLF3 Lincolnshire
Small Region (ITL 3)
TLF30 Lincolnshire CC
Delivery Location
Not specified
Local Authority
Lincoln
Electoral Ward
Carholme
Westminster Constituency
Lincoln

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68-2022-08-26T16:41:53+01:00",
    "date": "2022-08-26T16:41:53+01:00",
    "ocid": "ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "LINCOLN001-DN607337-12928663",
        "title": "Customer Service Centre and Digital Transformational",
        "description": "This Contract involves 'high-risk' activity such as Social Care referrals and assessments, which must be handled with care to protect vulnerable service users. Volume of Contacts is split roughly 65/35 weighted towards non-Social Care but the resource requirement is split roughly 65/35 weighted towards Social Care work. Acquiring a quality provision is of the utmost importance to the Council throughout this procurement process. People handling skills will be of vital importance as the CSC is critical to us to achieve high scores in CQC and Ofsted inspections and manage our high-risk individuals. Lincolnshire County Council (the Council) is seeking to recommission Customer Service Centre (CSC) services commencing 1st April 2024 alongside services in support of the Council's plans for digital transformation. The Council requires the provision of a Customer Service Centre to manage most incoming channels (including phone and email enquiries), as well as the processing of transactions for c20 Council functions. The Contract term over which the Services will be provided is an initial period of 5 years commencing on the 1st April 2024 with the option to extend for a further two periods of 2 years up to a maximum Contract period of 9 years. The Contract will include change control provisions to enable other CSC services to be added to the contract during the term of the contract. In addition to the operational CSC services the Council is looking for a Service Provider who can support the Council at the Council's discretion in its implementation of digital transformation both in the CSC and across the Council's wider services on a case by case basis. This may involve (i) the provision of expertise and advice to support the identification of digital solutions and the development of business cases and/or (ii) the implementation where instructed of specific transformation projects including on a risk-reward basis. This procurement is being structured so as to enable one of the Council's key partner authorities in the Greater Lincolnshire region to have the option to enter into a Contract for CSC services with the Service Provider on the basis of this Contract Notice. The Contract will be structured in a form to allow North East Lincolnshire Council to exercise the option to contract directly with the Service Provider for some or all of the Services and other services delivered by them in exercise of their functions through a Deed of Accession.",
        "datePublished": "2022-08-26T16:41:53+01:00",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "64000000",
            "description": "Postal and telecommunications services"
        },
        "additionalClassifications": [
            {
                "scheme": "CPV",
                "id": "79342300",
                "description": "Customer services"
            },
            {
                "scheme": "CPV",
                "id": "79342310",
                "description": "Customer survey services"
            },
            {
                "scheme": "CPV",
                "id": "79342320",
                "description": "Customer-care services"
            },
            {
                "scheme": "CPV",
                "id": "85100000",
                "description": "Health services"
            },
            {
                "scheme": "CPV",
                "id": "85320000",
                "description": "Social services"
            }
        ],
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "minValue": {
            "amount": 50000000,
            "currency": "GBP"
        },
        "value": {
            "amount": 100000000,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Negotiated procedure",
        "tenderPeriod": {
            "endDate": "2022-09-26T15:00:00+01:00"
        },
        "contractPeriod": {
            "startDate": "2024-04-01T00:00:00+01:00",
            "endDate": "2029-03-31T23:59:59+01:00"
        },
        "suitability": {
            "sme": false,
            "vcse": false
        },
        "mainProcurementCategory": "services",
        "documents": [
            {
                "id": "1",
                "documentType": "tenderNotice",
                "description": "Opportunity notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/554b37f3-3b4f-4c4d-a9d1-c6f3e7ff3309",
                "datePublished": "2022-08-26T16:41:53+01:00",
                "format": "text/html",
                "language": "en"
            },
            {
                "id": "2",
                "description": "Advert",
                "url": "https://procontract.due-north.com/Advert?advertId=17e52e01-02bb-ec11-8113-005056b64545"
            }
        ]
    },
    "parties": [
        {
            "id": "GB-CFS-51197",
            "name": "Lincolnshire County Council",
            "identifier": {
                "legalName": "Lincolnshire County Council"
            },
            "address": {
                "streetAddress": "County Offices, Newland",
                "locality": "Lincoln",
                "postalCode": "LN1 1YL",
                "countryName": "England"
            },
            "contactPoint": {
                "name": "Lucy Reed",
                "email": "LucyJ.Reed@lincolnshire.gov.uk"
            },
            "details": {
                "url": "https://www.lincolnshire.gov.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-51197",
        "name": "Lincolnshire County Council"
    }
}