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
Lot Information
Lot 1
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
Options: There are extensions available of up to 3 years
Renewal: Initial term of the contract will be for 4 years with the potential to extend for up to 3 years.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-04e286
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/084974-2025
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Competitive procedure with negotiation
- 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
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- £9,142,634 £1M-£10M
Notice Dates
- Publication Date
- 19 Dec 20252 months ago
- Submission Deadline
- 19 Mar 2025Expired
- Future Notice Date
- Not specified
- Award Date
- 17 Dec 20252 months ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Cancelled
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- KENT COUNTY COUNCIL
- Contact Name
- Kelly Roberts
- Contact Email
- kelly.roberts@kent.gov.uk
- Contact Phone
- +44 3000416617
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
- TLJ4 Kent
-
- Local Authority
- Maidstone
- Electoral Ward
- Penenden Heath
- Westminster Constituency
- Maidstone and Malling
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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