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Published date: 17 February 2025

Contract summary

Industry

Call centre - 79512000

Location of contract

England

Value of contract

£17,500,000

Procurement reference

KENT001-DN763612-11252230

Published date

17 February 2025

Closing date

19 March 2025

Closing time

12pm

Contract start date

1 April 2026

Contract end date

31 March 2030

Contract type

Service contract

Procedure type

Competitive procedure with negotiation (above threshold)

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

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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.

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How to apply

Follow the instructions given in the description or the more information section.

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About the buyer

Contact name

Kelly Roberts

Address

County Hall
Maidstone
ME14 1XQ
United Kingdom

Telephone

+44 3000416617

Email

kelly.roberts@kent.gov.uk

Website

http://www.kent.gov.uk

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