--- title: "SC230157 - Contact Centre Services" ocid: "ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4.json" source: "Contracts Finder" current_stage: "Tender" buyer: "KENT COUNTY COUNCIL" published: "2025-02-17" --- # SC230157 - Contact Centre Services Buyer: KENT COUNTY COUNCIL Current stage: Tender OCID: ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4.json) ## Summary Kent County Council has initiated a public procurement process for contact centre services, titled "SC230157 - Contact Centre Services," with the aim of improving service delivery for Kent residents. This contract falls under the industry category of call centre services (CPV code: 79512000) and is geographically focused in England, United Kingdom. Currently in the tender stage, the Council is inviting expressions of interest, which must be registered via the Kent Business Portal, and selection questionnaires should be submitted by noon on 19th March 2024. This procurement, valued at £17.5 million, will commence on 1st April 2026 and conclude on 31st March 2030. The procurement method is a competitive procedure with negotiation, intended for above threshold contracts. This tender represents a significant opportunity for businesses specialising in contact centre services, particularly SMEs and VCSEs. It offers the potential for business growth through a high-value, long-term contract with key outcomes focusing on 24/7 service provision, first-time resolution, and quality performance measures. Businesses adept in harnessing technology to enhance customer interactions and those with experience in handling emergency and non-emergency calls effectively will find this tender particularly well-suited to their capabilities. The project’s emphasis on efficiency, high-quality service, and continuous improvement ensures an impactful contribution to the community while allowing businesses to demonstrate and expand their expertise in a competitive field. ## Notice 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1e921630-ddaf-4d84-9e4e-01c0011bdf2f | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Competitive procedure with negotiation (above threshold) | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 17 Feb 2025 | | Submission deadline | 19 Mar 2025 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 Mar 2026 - 31 Mar 2030 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £17,500,000 | | 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 | 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 | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 17 Feb 2025 at 11:04 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/1e921630-ddaf-4d84-9e4e-01c0011bdf2f ## Documents - https://www.contractsfinder.service.gov.uk/Notice/1e921630-ddaf-4d84-9e4e-01c0011bdf2f 17th February 2025 - Opportunity notice on Contracts Finder ## Notice URLs - http://www.kent.gov.uk - https://www.kentbusinessportal.org.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-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4.json.