--- title: "SC230157 - Contact Centre Services Market Engagement" ocid: "ocds-h6vhtk-03eca3" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03eca3" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03eca3.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03eca3.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "KENT COUNTY COUNCIL" published: "2023-08-03" --- # SC230157 - Contact Centre Services Market Engagement Buyer: KENT COUNTY COUNCIL Current stage: Tender OCID: ocds-h6vhtk-03eca3 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03eca3) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03eca3.json) ## Summary The Kent County Council (KCC) is planning a procurement process titled "SC230157 - Contact Centre Services Market Engagement" within the services industry category. The process aims to engage with suppliers for future Contact Centre Services as KCC's existing contract is due to end on 15th December 2025. Interested parties can register an interest on the Kent Business Portal and complete a Market Engagement Questionnaire by 29th September 2023. This Market Engagement Questionnaire will help inform KCC's strategy for commissioning these services. This opportunity can create business growth for suppliers who can provide Contact Centre Services meeting industry standards such as Contact Centre association accreditation. Businesses adept at providing contact centre solutions for both in-hours and out-of-hours services could compete effectively. The procurement process is at the planning stage, offering potential suppliers an opportunity to engage with KCC directly to understand and align with their future requirements and business strategies. ## Notice The Kent County Council (KCC) wishes to engage with suppliers regarding capacity in the market to provide future Contact Centre Services. KCC's existing contract for Contact Centre services is due to end 15th December 2025. This contract encompasses providing a contact centre service and solution for KCC both in-hours (Monday to Friday 08:30 - 17:00 and Out Of Hours (17:00 - 08:30 Monday to Friday, and all weekends and Bank Holidays). The contact centre receives all incoming calls to Kent County Council at the first point of contact, gives information, guidance and signposting alongside completing transactions where digital solutions are not available or cannot be accessed by the customer. Interested parties would be expected to meet industry standards such as Contact Centre association accreditation. Those who meet this criteria are welcome to 'Register an interest' in this opportunity on the Kent Business Portal and will be invited to complete a 'Market Engagement Questionnaire', which will be immediately accessible via the online messaging facility Kent Business Portal. Questionnaires are due back no later than 29th September 2023. Responses to this questionnaire will be used to inform KCC's strategy for commissioning these services; KCC may contact organisations directly to discuss/clarify their response to this questionnaire and/or run an engagement event where necessary. This Prior Information Notice is not a call for competition nor a part of a formal procurement process. The main aim of this Prior Information Notice is to raise market awareness of a future requirement and to invite interested suppliers to register their interest in participating in the Market Engagement Questionnaire. ### Lot Information Lot 1 The Kent County Council (KCC) wishes to engage with suppliers regarding capacity in the market to provide future Contact Centre Services. KCC's existing contract for Contact Centre services is due to end 15th December 2025. This contract encompasses providing a contact centre service and solution for KCC both in-hours (Monday to Friday 08:30 - 17:00 and Out Of Hours (17:00 - 08:30 Monday to Friday, and all weekends and Bank Holidays). The contact centre receives all incoming calls to Kent County Council at the first point of contact, gives information, guidance and signposting alongside completing transactions where digital solutions are not available or cannot be accessed by the customer. Interested parties would be expected to meet industry standards such as Contact Centre association accreditation. Those who meet this criteria are welcome to 'Register an interest' in this opportunity on the Kent Business Portal and will be invited to complete a 'Market Engagement Questionnaire', which will be immediately accessible via the online messaging facility Kent Business Portal. Questionnaires are due back no later than 29th September 2023. Responses to this questionnaire will be used to inform KCC's strategy for commissioning these services; KCC may contact organisations directly to discuss/clarify their response to this questionnaire and/or run an engagement event where necessary. This Prior Information Notice is not a call for competition nor a part of a formal procurement process. The main aim of this Prior Information Notice is to raise market awareness of a future requirement and to invite interested suppliers to register their interest in participating in the Market Engagement Questionnaire. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/022575-2023 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning, Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 3 Aug 2023 | | Submission deadline | Not specified | | Future notice date | 28 Sep 2023 | | Award date | Not specified | | Contract period | Not specified | | 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 | Planned | | Lots status | Planned | | 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 | Not specified | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services ### Codes - 64000000 - Postal and telecommunications services ## Release History - 3 Aug 2023 at 10:16 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/022575-2023 - 3 Aug 2023 at 08:55 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/022547-2023 ## 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-h6vhtk-03eca3. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03eca3.json.