Published date: 3 August 2023

Closed early engagement


Closing date: 29 September 2023

Contract summary

Industry

  • Postal and telecommunications services - 64000000

Location of contract

United Kingdom

Procurement reference

SC230157

Published date

3 August 2023

Closing date

29 September 2023

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

The Kent County Council (KCC) wishes to engage with suppliers regarding capacity in the market to provide future Contact Centre Services.

KCC's existing contract for Contact Centre services is due to end 15th December 2025. This contract encompasses providing a contact centre service and solution for KCC both in-hours (Monday to Friday 08:30 - 17:00 and Out Of Hours (17:00 - 08:30 Monday to Friday, and all weekends and Bank Holidays). The contact centre receives all incoming calls to Kent County Council at the first point of contact, gives information, guidance and signposting alongside completing transactions where digital solutions are not available or cannot be accessed by the customer.

Interested parties would be expected to meet industry standards such as Contact Centre association accreditation. Those who meet this criteria are welcome to 'Register an interest' in this opportunity on the Kent Business Portal and will be invited to complete a 'Market Engagement Questionnaire', which will be immediately accessible via the online messaging facility Kent Business Portal. Questionnaires are due back no later than 29th September 2023.

Responses to this questionnaire will be used to inform KCC's strategy for commissioning these services; KCC may contact organisations directly to discuss/clarify their response to this questionnaire and/or run an engagement event where necessary.

This Prior Information Notice is not a call for competition nor a part of a formal procurement process. The main aim of this Prior Information Notice is to raise market awareness of a future requirement and to invite interested suppliers to register their interest in participating in the Market Engagement Questionnaire.

About the buyer

Contact name

Alex Whelan

Address

County Hall
MAIDSTONE
ME141XX
England

Email

alexander.whelan@kent.gov.uk