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| 发布时间 | 所属地区 | 所属机构 | 语言 |
|---|---|---|---|
| 2025年02月17日 | -- | -- | 英语 (English) 中文 |
Published date: 17 February 2025
Open opportunity - This means that the contract is currently active, and the buying department is looking for potential suppliers to fulfil the contract.
Call centre - 79512000
England
£17,500,000
KENT001-DN763612-11252230
17 February 2025
19 March 2025
12pm
1 April 2026
31 March 2030
Service contract
Competitive procedure with negotiation (above threshold)
Anyone may ask to participate, but only those who are pre-selected will be invited to submit initial tenders and to negotiate.
This procedure can be used for procurements above the relevant contract value threshold.
Yes
Yes
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.
Follow the instructions given in the description or the more information section.
Kelly Roberts
County Hall
Maidstone
ME14 1XQ
United Kingdom
+44 3000416617
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