--- title: "Customer Service Centre and Digital Transformational Support" ocid: "ocds-h6vhtk-032d20" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-032d20" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-032d20.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-032d20.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "LINCOLNSHIRE COUNTY COUNCIL" published: "2022-08-26" --- # Customer Service Centre and Digital Transformational Support Buyer: LINCOLNSHIRE COUNTY COUNCIL Current stage: Tender OCID: ocds-h6vhtk-032d20 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-032d20) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-032d20.json) ## Summary The Lincolnshire County Council is planning a procurement for a Customer Service Centre and Digital Transformational Support. This procurement falls under the services category with a focus on administration services. The Council is looking to recommission a Customer Service Centre to manage incoming channels and transactions for various Council functions, starting from 1st April 2024, with a contract duration of up to 9 years. The contract involves 'high-risk' activities such as Social Care referrals and assessments, hence requiring quality provision. The procurement method is selective with competitive procedures and negotiation, and the tender period ends on 26th September 2022. This opportunity can be ideal for businesses providing customer services, administration services, health services, or social work-related services. Businesses with expertise in managing high-risk activities, people handling skills, and digital transformation can find this tender suitable for growth. The Council aims to partner with service providers who can support their digital transformation efforts alongside operational Customer Service Centre services. The tender process includes selection criteria evaluation and limiting the number of candidates invited to tender to a maximum of three. ## Notice Lincolnshire County Council (the Council) is seeking to recommission a Customer Service Centre (CSC) with service commencement date of 1st April 2024. The Council requires a Customer Service Centre to manage most incoming channels (including phone and email enquiries), as well as the processing of transactions for circa 20 Council functions. Further service areas may be added over the contract duration. 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. Full details of the process and requests to take part can be undertaken at the following link https://procontract.due-north.com/. ### Lot Information Lot 1 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. Renewal: The Contract term over which the Services will be provided is an initial period of 5 years commencing on the Services Commencement Date with the option to extend for a further two periods of 2 years up to a maximum Contract period of 9 years. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/024045-2022 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Competitive procedure with negotiation | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning, Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 26 Aug 2022 | | Submission deadline | 26 Sep 2022 | | Future notice date | 30 Jul 2022 | | Award date | Not specified | | Contract period | 31 Mar 2024 - 31 Mar 2029 | | 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 | Active | | 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 | TLF3 Lincolnshire | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services - 75 - Administration, defence and social security services - 79 - Business services: law, marketing, consulting, recruitment, printing and security - 85 - Health and social work services ### Codes - 64000000 - Postal and telecommunications services - 75100000 - Administration services - 79342300 - Customer services - 79342310 - Customer survey services - 79342320 - Customer-care services - 85100000 - Health services - 85300000 - Social work and related services ## Release History - 26 Aug 2022 at 15:39 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/024045-2022 - 13 Apr 2022 at 10:09 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/009859-2022 ## Notice URLs - https://procontract.due-north.com - https://procontract.due-north.com/ - https://procontract.due-north.com/Register - 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-h6vhtk-032d20. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-032d20.json.