Tender

SC230157 - Contact Centre Services

KENT COUNTY COUNCIL

This public procurement record has 1 release in its history.

Tender

17 Feb 2025 at 11:04

Tender Notice
Summary of the contracting process

Kent County Council has initiated a public procurement process for contact centre services, titled "SC230157 - Contact Centre Services," with the aim of improving service delivery for Kent residents. This contract falls under the industry category of call centre services (CPV code: 79512000) and is geographically focused in England, United Kingdom. Currently in the tender stage, the Council is inviting expressions of interest, which must be registered via the Kent Business Portal, and selection questionnaires should be submitted by noon on 19th March 2024. This procurement, valued at £17.5 million, will commence on 1st April 2026 and conclude on 31st March 2030. The procurement method is a competitive procedure with negotiation, intended for above threshold contracts.

This tender represents a significant opportunity for businesses specialising in contact centre services, particularly SMEs and VCSEs. It offers the potential for business growth through a high-value, long-term contract with key outcomes focusing on 24/7 service provision, first-time resolution, and quality performance measures. Businesses adept in harnessing technology to enhance customer interactions and those with experience in handling emergency and non-emergency calls effectively will find this tender particularly well-suited to their capabilities. The project’s emphasis on efficiency, high-quality service, and continuous improvement ensures an impactful contribution to the community while allowing businesses to demonstrate and expand their expertise in a competitive field.

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Notice Information

Notice Title

SC230157 - Contact Centre Services

Notice 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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/1e921630-ddaf-4d84-9e4e-01c0011bdf2f
Current Stage
Tender
All Stages
Tender

Procurement Classification

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

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
£17,500,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
17 Feb 20251 years ago
Submission Deadline
19 Mar 2025Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
31 Mar 2026 - 31 Mar 2030 4-5 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
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
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Maidstone
Electoral Ward
Penenden Heath
Westminster Constituency
Maidstone and Malling

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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