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    "id": "ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4-2025-02-17T11:04:00Z",
    "date": "2025-02-17T11:04:00Z",
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    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "KENT001-DN763612-11252230",
        "title": "SC230157 - Contact Centre Services",
        "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.",
        "datePublished": "2025-02-17T11:04:00Z",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "79512000",
            "description": "Call centre"
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                "deliveryAddresses": [
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                        "region": "England",
                        "countryName": "United Kingdom"
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        "value": {
            "amount": 17500000,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Competitive procedure with negotiation (above threshold)",
        "tenderPeriod": {
            "endDate": "2025-03-19T12:00:00Z"
        },
        "contractPeriod": {
            "startDate": "2026-04-01T00:00:00+01:00",
            "endDate": "2030-03-31T23:59:59+01:00"
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        "suitability": {
            "sme": true,
            "vcse": true
        },
        "mainProcurementCategory": "services",
        "documents": [
            {
                "id": "1",
                "documentType": "tenderNotice",
                "description": "Opportunity notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/1e921630-ddaf-4d84-9e4e-01c0011bdf2f",
                "datePublished": "2025-02-17T11:04:00Z",
                "format": "text/html",
                "language": "en"
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    "parties": [
        {
            "id": "GB-CFS-59287",
            "name": "Kent County Council",
            "identifier": {
                "legalName": "Kent County Council"
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            "address": {
                "streetAddress": "County Hall",
                "locality": "Maidstone",
                "postalCode": "ME14 1XQ",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "name": "Kelly Roberts",
                "email": "kelly.roberts@kent.gov.uk",
                "telephone": "+44 3000416617"
            },
            "details": {
                "url": "http://www.kent.gov.uk"
            },
            "roles": [
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