Published date: 26 August 2022

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 26 September 2022, 3pm

Contract summary

Industry

  • Postal and telecommunications services - 64000000

  • Customer services - 79342300

  • Customer survey services - 79342310

    • Customer-care services - 79342320

    • Health services - 85100000

    • Social services - 85320000

Location of contract

United Kingdom

Value of contract

£50,000,000 to £100,000,000

Procurement reference

LINCOLN001-DN607337-12928663

Published date

26 August 2022

Closing date

26 September 2022

Closing time

3pm

Contract start date

1 April 2024

Contract end date

31 March 2029

Contract type

Service contract

Procedure type

Negotiated procedure

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

This Contract involves 'high-risk' activity such as Social Care referrals and assessments,
which must be handled with care to protect vulnerable service users. Volume of Contacts is
split roughly 65/35 weighted towards non-Social Care but the resource requirement is split
roughly 65/35 weighted towards Social Care work. Acquiring a quality provision is of the
utmost importance to the Council throughout this procurement process. People handling
skills will be of vital importance as the CSC is critical to us to achieve high scores in CQC and
Ofsted inspections and manage our high-risk individuals.
Lincolnshire County Council (the Council) is seeking to recommission Customer Service
Centre (CSC) services commencing 1st April 2024 alongside services in support of the
Council's plans for digital transformation.
The Council requires the provision of a Customer Service Centre to manage most incoming
channels (including phone and email enquiries), as well as the processing of transactions for
c20 Council functions.
The Contract term over which the Services will be provided is an initial period of 5 years
commencing on the 1st April 2024 with the option to extend for a further two periods of 2
years up to a maximum Contract period of 9 years.
The Contract will include change control provisions to enable other CSC services to be
added to the contract during the term of the contract.
In addition to the operational CSC services the Council is looking for a Service Provider who
can support the Council at the Council's discretion in its implementation of digital
transformation both in the CSC and across the Council's wider services on a case by case
basis.
This may involve (i) the provision of expertise and advice to support the identification of
digital solutions and the development of business cases and/or (ii) the implementation
where instructed of specific transformation projects including on a risk-reward basis.

This procurement is being structured so as to enable one of the Council's key partner
authorities in the Greater Lincolnshire region to have the option to enter into a Contract for
CSC services with the Service Provider on the basis of this Contract Notice.

The Contract will be structured in a form to allow North East Lincolnshire Council to exercise
the option to contract directly with the Service Provider for some or all of the Services and
other services delivered by them in exercise of their functions through a Deed of Accession.

More information

Links

About the buyer

Contact name

Lucy Reed

Address

County Offices
Newland
Lincoln
LN1 1YL
England

Email

LucyJ.Reed@lincolnshire.gov.uk

Website

https://www.lincolnshire.gov.uk