--- title: "Customer Service Centre and Digital Transformational" ocid: "ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68.json" source: "Contracts Finder" current_stage: "Tender" buyer: "LINCOLNSHIRE COUNTY COUNCIL" published: "2022-08-26" --- # Customer Service Centre and Digital Transformational Buyer: LINCOLNSHIRE COUNTY COUNCIL Current stage: Tender OCID: ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68.json) ## Summary The Lincolnshire County Council is seeking to recommission Customer Service Centre (CSC) services alongside digital transformation efforts, with a contract term of up to 9 years starting on April 1, 2024. The procurement process involves high-risk activities related to Social Care and aims to protect vulnerable service users. The contract, valued at £100,000,000 GBP, is using a selective procurement method with a negotiated procedure. The tender period ends on September 26, 2022, and the contract period runs until March 31, 2029, providing opportunities for service providers in the postal, telecommunications, customer services, health, and social services sectors. This tender by Lincolnshire County Council presents a significant business opportunity for service providers with expertise in handling high-risk individuals and managing customer service operations. Businesses offering digital transformation solutions and support services can leverage this tender to secure long-term contracts and contribute to the council's objectives. The contract's focus on maintaining high service quality and accommodating future service expansions makes it suitable for established service providers looking to diversify their offerings and secure stable revenue streams in the public sector. ## Notice This Contract involves 'high-risk' activity such as Social Care referrals and assessments, which must be handled with care to protect vulnerable service users. Volume of Contacts is split roughly 65/35 weighted towards non-Social Care but the resource requirement is split roughly 65/35 weighted towards Social Care work. Acquiring a quality provision is of the utmost importance to the Council throughout this procurement process. People handling skills will be of vital importance as the CSC is critical to us to achieve high scores in CQC and Ofsted inspections and manage our high-risk individuals. Lincolnshire County Council (the Council) is seeking to recommission Customer Service Centre (CSC) services commencing 1st April 2024 alongside services in support of the Council's plans for digital transformation. The Council requires the provision of a Customer Service Centre to manage most incoming channels (including phone and email enquiries), as well as the processing of transactions for c20 Council functions. The Contract term over which the Services will be provided is an initial period of 5 years commencing on the 1st April 2024 with the option to extend for a further two periods of 2 years up to a maximum Contract period of 9 years. The Contract will include change control provisions to enable other CSC services to be added to the contract during the term of the contract. In addition to the operational CSC services the Council is looking for a Service Provider who can support the Council at the Council's discretion in its implementation of digital transformation both in the CSC and across the Council's wider services on a case by case basis. This may involve (i) the provision of expertise and advice to support the identification of digital solutions and the development of business cases and/or (ii) the implementation where instructed of specific transformation projects including on a risk-reward basis. This procurement is being structured so as to enable one of the Council's key partner authorities in the Greater Lincolnshire region to have the option to enter into a Contract for CSC services with the Service Provider on the basis of this Contract Notice. The Contract will be structured in a form to allow North East Lincolnshire Council to exercise the option to contract directly with the Service Provider for some or all of the Services and other services delivered by them in exercise of their functions through a Deed of Accession. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/554b37f3-3b4f-4c4d-a9d1-c6f3e7ff3309 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Negotiated procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 26 Aug 2022 | | Submission deadline | 26 Sep 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 Mar 2024 - 31 Mar 2029 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £100,000,000 | | 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 | LINCOLNSHIRE COUNTY COUNCIL | | Locality | LINCOLN | | Post town | Lincoln | | Postcode | LN1 1YL | | Country | England | | ITL 1 | TLF East Midlands (England) | | ITL 2 | TLF3 Lincolnshire | | ITL 3 | TLF30 Lincolnshire CC | | Local authority | Lincoln | | Electoral ward | Carholme | | Westminster constituency | Lincoln | | Delivery location | Not specified | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services - 79 - Business services: law, marketing, consulting, recruitment, printing and security - 85 - Health and social work services ### Codes - 64000000 - Postal and telecommunications services - 79342300 - Customer services - 79342310 - Customer survey services - 79342320 - Customer-care services - 85100000 - Health services - 85320000 - Social services ## Release History - 26 Aug 2022 at 15:41 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/554b37f3-3b4f-4c4d-a9d1-c6f3e7ff3309 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/554b37f3-3b4f-4c4d-a9d1-c6f3e7ff3309 26th August 2022 - Opportunity notice on Contracts Finder - https://procontract.due-north.com/Advert?advertId=17e52e01-02bb-ec11-8113-005056b64545 Advert ## Notice URLs - https://www.lincolnshire.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-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-6f919666-229c-458f-a537-3bbae43e1a68.json.