SC230157 - Contact Centre Services

{
  "buyer": {
    "id": "GB-CFS-59287",
    "name": "Kent County Council"
  },
  "date": "2025-02-17T11:04:00Z",
  "id": "1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4",
  "parties": [
    {
      "address": {
        "countryName": "United Kingdom",
        "locality": "Maidstone",
        "postalCode": "ME14 1XQ",
        "streetAddress": "County Hall"
      },
      "contactPoint": {
        "email": "kelly.roberts@kent.gov.uk",
        "name": "Kelly Roberts",
        "telephone": "+44 3000416617"
      },
      "details": {
        "url": "http://www.kent.gov.uk"
      },
      "id": "GB-CFS-59287",
      "identifier": {
        "legalName": "Kent County Council"
      },
      "name": "Kent County Council",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "classification": {
      "description": "Call centre",
      "id": "79512000",
      "scheme": "CPV"
    },
    "contractPeriod": {
      "endDate": "2030-03-31T23:59:59+01:00",
      "startDate": "2026-04-01T00:00:00+01:00"
    },
    "datePublished": "2025-02-17T11:04:00Z",
    "description": "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.\r\nThey key outcomes from this contract will be:\r\n\u2022\t24 hours, 7 days a week service provision (essential provision only Out of Hours)\r\n\u2022\tTo be the key telephony service for KCC\u0027s customer contacts.\r\n\u2022\tFirst time resolution where possible.\r\n\u2022\tEmergency calls to be answered as a priority \r\n\u2022\tAll contact types to have an answer rate mechanism and target (to be agreed)\r\n\u2022\tKey Performance Indicators to be measured. \r\n\u2022\tA high-quality service which will be measured against a quality framework and relevant targets.\r\n\u2022\tYear on year reduction of non-emergency calls and emails\r\n\u2022\tA contact centre that supports customers in the best interests of the public, harnessing technology to enable them to self- \r\n serve or reach their outcome in the quickest possible way. \r\n\r\nAll 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. \r\n",
    "documents": [
      {
        "datePublished": "2025-02-17T11:04:00Z",
        "description": "Opportunity notice on Contracts Finder",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "1",
        "language": "en",
        "url": "https://www.contractsfinder.service.gov.uk/Notice/1e921630-ddaf-4d84-9e4e-01c0011bdf2f"
      }
    ],
    "id": "KENT001-DN763612-11252230",
    "items": [
      {
        "deliveryAddresses": [
          {
            "countryName": "United Kingdom",
            "region": "England"
          }
        ],
        "id": "1"
      }
    ],
    "mainProcurementCategory": "services",
    "procurementMethod": "selective",
    "procurementMethodDetails": "Competitive procedure with negotiation (above threshold)",
    "status": "active",
    "suitability": {
      "sme": true,
      "vcse": true
    },
    "tenderPeriod": {
      "endDate": "2025-03-19T12:00:00Z"
    },
    "title": "SC230157 - Contact Centre Services",
    "value": {
      "amount": 17500000,
      "currency": "GBP"
    }
  }
}