---
title: "Contact Centre Services"
ocid: "ocds-b5fd17-27f921fe-c392-4143-9a68-9161a837ee9f"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-27f921fe-c392-4143-9a68-9161a837ee9f"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-27f921fe-c392-4143-9a68-9161a837ee9f.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-27f921fe-c392-4143-9a68-9161a837ee9f.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "KENT COUNTY COUNCIL"
published: "2025-12-19"
---

# Contact Centre Services

Buyer: KENT COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-27f921fe-c392-4143-9a68-9161a837ee9f

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## Summary

Kent County Council has awarded a contract for Contact Centre Services to Capita Business Services Ltd, as described in procurement process SC230157. The contract is valued at £9,142,634 and covers a four-year period starting 1st April 2026, with the option for a three-year extension. This contract is in the services category, specifically call centre services, under the CPV code 79512000. Capita will provide essential contact centre services, including 24/7 telephony and emergency call solutions, to residents of Kent. The procurement was conducted via a competitive procedure with negotiation, tailored for a selective procurement process, indicating a strategic approach to supplier selection. The contract was awarded on 17th November 2025 and carries significant importance for Kent's communications infrastructure.

This tender presents significant business growth opportunities, particularly for large organisations capable of delivering comprehensive contact centre solutions. Enterprises specialising in telecommunications, call centre management, or digital self-service technology could benefit from such engagements. However, this contract may not suit SMEs or VCSEs, given the scale and requirements outlined. Businesses equipped to meet industry standards and regulatory compliance, with the ability to deliver high-quality, cost-effective solutions in a competitive setting, will find this tender an advantageous prospect for establishing or expanding their presence in the public sector service domain.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7276d704-d30b-4954-ae6d-df39625aea16 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation (above threshold) |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Planning, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Dec 2025 |
| Submission deadline | 27 Aug 2025 |
| Future notice date | 29 Sep 2023 |
| Award date | 17 Nov 2025 |
| Contract period | 31 Mar 2026 - 31 Mar 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £9,142,634 |
| Lots value | Not specified |
| Awards value | £9,142,634 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | KENT COUNTY COUNCIL |
| Locality | MAIDSTONE |
| Post town | Rochester |
| Postcode | ME14 1XQ |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ4 Kent |
| ITL 3 | TLJ45 Mid Kent |
| Local authority | Maidstone |
| Electoral ward | Penenden Heath |
| Westminster constituency | Maidstone and Malling |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CAPITA BUSINESS SERVICES |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 19 Dec 2025 at 14:37 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/7276d704-d30b-4954-ae6d-df39625aea16
- 3 Aug 2023 at 10:52 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/698a56fc-9dcc-45da-a62f-48c4fe04bc49

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/7276d704-d30b-4954-ae6d-df39625aea16
  19th December 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/698a56fc-9dcc-45da-a62f-48c4fe04bc49
  3rd August 2023 - Early engagement notice on Contracts Finder

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-27f921fe-c392-4143-9a68-9161a837ee9f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-27f921fe-c392-4143-9a68-9161a837ee9f.json.