---
title: "Contact Centre Services"
ocid: "ocds-h6vhtk-04e286"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e286"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e286.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e286.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "KENT COUNTY COUNCIL"
published: "2025-12-19"
---

# Contact Centre Services

Buyer: KENT COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-04e286

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e286)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04e286.json)

## Summary

Kent County Council has recently concluded its procurement process for Contact Centre Services, appointing Capita Business Services Ltd as the contract provider. This contract, with a total value of £9,142,634, is set to commence on 1st April 2026 and will last for four years, with the possibility of a three-year extension. The procurement process was selective, employing a competitive procedure with negotiation, and was initiated with an aim to enhance call centre operations for the residents of Kent. The contract covers the main category of services under the CPV code 79512000, specific to call centre services, and is classified under the regional location UKJ4. The procurement process reached the award stage in December 2025, following a tender process that ended in March 2025.

This contract offers significant opportunities for businesses specializing in telecommunication services and those capable of managing large-scale contact centre operations. Companies that can provide round-the-clock telephony services, support emergency call-handling, and implement technology-driven customer self-service solutions would find this contract a growth opportunity. While Capita Business Services Ltd has been awarded this contract, similar opportunities in the future may suit mid-sized and large enterprises seeking to expand their operations into regional authority collaborations, especially those with experience in public sector services and technology integration frameworks. Prospective businesses should remain attentive to the Kent Business Portal for similar tenders and must be prepared to submit comprehensive proposals that meet the council's quality and performance expectations.

## Notice

Kent County Council have appointed Capita Business Services Ltd as the provider for SC230157 - Contact Centre Services on a four year contract, commencing on 1st April 2026, with an optional 3 year extension available. Capita will deliver a high quality, value for money and efficient contact centre service to the residents of Kent. These services will include: * 24 hours, 7 days a week service provision (essential provision only Out of Hours) * key telephony services for KCC's customer contacts * Emergency calls * Harnessing technology to enable customers to self-serve or reach their outcome in the quickest possible way

### Lot Information

Lot 1

Kent County Council have appointed Capita Business Services Ltd as the provider for SC230157 - Contact Centre Services on a four year contract, commencing on 1st April 2026, with an optional 3 year extension available. Capita will deliver a high quality, value for money and efficient contact centre service to the residents of Kent. These services will include: * 24 hours, 7 days a week service provision (essential provision only Out of Hours) * key telephony services for KCC's customer contacts * Emergency calls * Harnessing technology to enable customers to self-serve or reach their outcome in the quickest possible way

Options: There are extensions available of up to 3 years

Renewal: Initial term of the contract will be for 4 years with the potential to extend for up to 3 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/084974-2025 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Dec 2025 |
| Submission deadline | 19 Mar 2025 |
| Future notice date | Not specified |
| Award date | 17 Dec 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £9,142,634 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## 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 | TLJ4 Kent |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CAPITA BUSINESS SERVICES |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79512000 - Call centre

## Release History

- 19 Dec 2025 at 14:35 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/084974-2025
- 17 Feb 2025 at 11:01 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/005317-2025

## Notice URLs

- http://www.kentbusinessportal.org.uk
- https://www.kent.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-04e286. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04e286.json.