--- title: "Specialist Repairs Call Centre Service" ocid: "ocds-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50.json" source: "Contracts Finder" current_stage: "Tender" buyer: "LONDON BOROUGH OF LAMBETH" published: "2022-03-10" --- # Specialist Repairs Call Centre Service Buyer: LONDON BOROUGH OF LAMBETH Current stage: Tender OCID: ocds-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50.json) ## Summary The London Borough of Lambeth is currently seeking a strategic partner to deliver a 'Specialist Repairs Call Centre Service' as part of its procurement process. This initiative falls under the construction services category and is aimed at enhancing local authority housing repairs and maintenance through improved customer service. Key dates for this tender include a submission deadline set for April 12, 2022, with a contract expected to commence on November 30, 2022, and run for an initial term of three years, extendable for two additional years. The procurement will be conducted via a selective method through a negotiated procedure. This tender presents substantial opportunities for businesses that specialise in customer service solutions, AI technology, and local authority housing repairs. Companies with experience in delivering high-quality customer interactions and those adept at integrating digital tools for self-service will be particularly competitive. Additionally, small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are encouraged to participate, given their suitability for this project's requirements and the council's focus on social value for the community. ## Notice The London Borough of Lambeth is seeking to procure a strategic partner to deliver a 'Specialist Repairs Call Centre Service' (including emergency and out of hours calls). This new service will align with the objectives and visions of the Customer Experience Strategy (2021) and Lambeth's Digital Strategy (2021), ensuring the best customer experience possible. The procurement process is expected to take place over the next 9-12 months and is planned to follow the competitive procedure with negotiation process. The company appointed is likely to have expertise including, but not limited, to the following: * Repairs and maintenance in a local authority housing setting; * Automation and AI technology; and * Delivery of exceptional customer service. The aim of this procurement is to procure a solution that will deliver the following outcomes: * Delivers excellent customer experience from an end-to-end customer journey without failure demand and avoidable contact, delivering timely outcomes and right first-time resolution; * High quality service offering delivered by knowledgeable and skilled agents; * Be accessible and inclusive for all Lambeth's customers; * Partnership between the service provider, the council, its repairs and maintenance partners and residents; * Increasing effective customer self-service through a strong digital customer service offer; * Effective resourcing for demand to achieve consistently high performance for all services and customers; * Optimal use of online diagnostics, triage, chat bots and AI (artificial intelligence); * Tracking and management of the root cause of cost and demand; * Efficiencies through continuous improvement; * Delivery of high-quality data and insight about customers and their experience to support continuous improvement of customer services and council services more broadly, making best use of the latest analytics tools and techniques; * Integration with other access channels to ensure there is omnichannel coherence and consistency; * A flexible and futureproofed service, with the ability to scale and take advantage of advances in technology and rapidly respond to meet new community needs and council requirements as they arise; and * Social value for the place and people of Lambeth. This new service will align with the Council's objectives and vision, ensuring the best customer experience possible. The contract is expected to be for an initial term of 3 years with 2 options to extend by a further year each (3 + 1 + 1). The form of contract is expected to be a bespoke consultants' appointment, incorporating standard council conditions. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/f0e6ef6e-7e4a-410f-a4e2-2a547bd92ae3 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Negotiated procedure | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 10 Mar 2022 | | Submission deadline | 12 Apr 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 30 Nov 2022 - 29 Nov 2025 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | LONDON BOROUGH OF LAMBETH | | Locality | LONDON | | Post town | South West London | | Postcode | SW2 1RW | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI45 Lambeth | | Local authority | Lambeth | | Electoral ward | Brixton Acre Lane | | Westminster constituency | Clapham and Brixton Hill | | Delivery location | Not specified | ## CPV Codes ### Divisions - 45 - Construction work - 50 - Repair and maintenance services - 64 - Postal and telecommunications services - 70 - Real estate services - 71 - Architectural, construction, engineering and inspection services - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 45000000 - Construction work - 45215210 - Construction work for subsidised residential accommodation - 45215214 - Residential homes construction work - 50000000 - Repair and maintenance services - 50700000 - Repair and maintenance services of building installations - 64210000 - Telephone and data transmission services - 70331000 - Residential property services - 71500000 - Construction-related services - 79342300 - Customer services - 79342320 - Customer-care services - 79510000 - Telephone-answering services - 79511000 - Telephone operator services - 79512000 - Call centre ## Release History - 10 Mar 2022 at 10:31 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/f0e6ef6e-7e4a-410f-a4e2-2a547bd92ae3 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/f0e6ef6e-7e4a-410f-a4e2-2a547bd92ae3 10th March 2022 - Opportunity notice on Contracts Finder - https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=44022&B=LBLAMBETH Additional data - https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/18 User / Company ## Notice URLs - http://www.lambeth.gov.uk ## 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-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-6b80aec0-1c98-473d-9461-ba79cbdc2d50.json.