Published date: 19 December 2025

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 27 August 2025, 12pm

Contract summary

Industry

  • Call centre - 79512000

Location of contract

ME14 1XQ

Value of contract

£9,142,634

Procurement reference

SC230157

Published date

19 December 2025

Closing date

27 August 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)

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.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

Kent County Council have appointed Capita Business Services Ltd as the provider for SC230157 - Contact Centre Services on a four year contract, commencing on 1st April 2026, with an optional 3 year extension available.

Capita will deliver a high quality, value for money and efficient contact centre service to the residents of Kent. These services will include:

• 24 hours, 7 days a week service provision (essential provision only Out of Hours)
• key telephony services for KCC's customer contacts
• Emergency calls
• Harnessing technology to enable customers to self-serve or reach their outcome in the quickest possible way

More information

Previous notice about this procurement

Contact Centre Services Market Engagement

  • Early engagement
  • Published 3 August 2023

Award information

Awarded date

17 November 2025

Contract start date

1 April 2026

Contract end date

31 March 2030

Total value of contract

£9,142,634

This contract was awarded to 1 supplier.

Capita Business Services Ltd

Address

First Floor, 2 Kingdom Street, Paddington, London, W2 6BD

Reference

Companies House number: 02299747

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Kelly Roberts

Address

County Hall
MAIDSTONE
ME14 1XQ
England

Email

Kelly.Roberts@kent.gov.uk