Contract notice
Section I: Contracting
authority
I.1) Name and addresses
Kent County Council
County Hall
Maidstone
ME14 1XQ
UK
Contact person: Mrs Kelly Roberts
Telephone: +44 3000416617
E-mail: kelly.roberts@kent.gov.uk
NUTS: UKJ4
Internet address(es)
Main address: http://www.kent.gov.uk
Address of the buyer profile: http://www.kentbusinessportal.org.uk
I.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge at:
http://www.kentbusinessportal.org.uk
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be sent electronically to:
http://www.kentbusinessportal.org.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
SC230157 - Contact Centre Services
Reference number: DN763612
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short 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.
They key outcomes from this contract will be:
• 24 hours, 7 days a week service provision (essential provision only Out of Hours)
• To be the key telephony service for KCC’s customer contacts.
• First time resolution where possible.
• Emergency calls to be answered as a priority
• All contact types to have an answer rate mechanism and target (to be agreed)
• Key Performance Indicators to be measured.
• A high-quality service which will be measured against a quality framework and relevant targets.
• Year on year reduction of non-emergency calls and emails
• A contact centre that supports customers in the best interests of the public, harnessing technology to enable them to self-serve or reach
their outcome in the quickest possible way.
All 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.
II.1.6) Information about lots
This contract is divided into lots:
No
II.2) Description
II.2.3) Place of performance
NUTS code:
UKJ4
II.2.4) Description of the procurement
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.
They key outcomes from this contract will be:
• 24 hours, 7 days a week service provision (essential provision only Out of Hours)
• To be the key telephony service for KCC’s customer contacts.
• First time resolution where possible.
• Emergency calls to be answered as a priority
• All contact types to have an answer rate mechanism and target (to be agreed)
• Key Performance Indicators to be measured.
• A high-quality service which will be measured against a quality framework and relevant
targets.
• Year on year reduction of non-emergency calls and emails
• A contact centre that supports customers in the best interests of the public, harnessing
technology to enable them to self-serve or reach their outcome in the quickest possible way.
All 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.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start:
01/04/2026
This contract is subject to renewal: Yes
Description of renewals:
Initial term of the contract will be for 4 years with the potential to extend for up to 3 years.
II.2.9) Information about the limits on the number of candidates to be invited
II.2.10) Information about variants
Variants will be accepted:
No
II.2.11) Information about options
Options:
No
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.1.5) Information about negotiation
The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.2) Time limit for receipt of tenders or requests to participate
Date:
19/03/2025
Local time: 12:00
IV.2.4) Languages in which tenders or requests to participate may be submitted
EN
Section VI: Complementary information
VI.1) Information about recurrence
This is a recurrent procurement:
No
VI.4) Procedures for review
VI.4.1) Review body
Kent County Council
County Hall, Sessions House
Maidstone
ME14 1XQ
UK
VI.5) Date of dispatch of this notice
17/02/2025