Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Kent County Council
County Hall
Maidstone
ME14 1XQ
UK
Contact person: Kelly Roberts
E-mail: Kelly.Roberts@kent.gov.uk
NUTS: UKJ4
Internet address(es)
Main address: https://www.kent.gov.uk/
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
General public services
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Contact Centre Services
Reference number: SC230157
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
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
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
9 142 634.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UKJ4
II.2.4) Description of the procurement
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
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
Yes
Description of options:
There are extensions available of up to 3 years
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Competitive procedure with negotiation
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2025/S 000-005317
Section V: Award of contract
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
17/12/2025
V.2.2) Information about tenders
Number of tenders received: 2
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Capita Business Services Ltd
02299747
First Floor, 2 Kingdom Street, Paddington
London
W2 6BD
UK
NUTS: UKI
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 9 142 634.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Kent County Council
Maidstone
UK
VI.5) Date of dispatch of this notice
19/12/2025