Published date: 10 March 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.
Contract summary
Industry
Construction work - 45000000
Construction work for subsidised residential accommodation - 45215210
Residential homes construction work - 45215214
Repair and maintenance services - 50000000
Repair and maintenance services of building installations - 50700000
Telephone and data transmission services - 64210000
Residential property services - 70331000
Construction-related services - 71500000
Customer services - 79342300
Customer-care services - 79342320
Telephone-answering services - 79510000
Telephone operator services - 79511000
Call centre - 79512000
Location of contract
SW2 1RW
Value of contract
£0 to £6,963,790
Procurement reference
20220310103119-18
Published date
10 March 2022
Closing date
12 April 2022
Closing time
12pm
Contract start date
30 November 2022
Contract end date
29 November 2025
Contract type
Service contract
Procedure type
Negotiated procedure
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
Yes
Description
The London Borough of Lambeth is seeking to procure a strategic partner to deliver a 'Specialist Repairs Call Centre Service' (including emergency and out of hours calls). This new service will align with the objectives and visions of the Customer Experience Strategy (2021) and Lambeth's Digital Strategy (2021), ensuring the best customer experience possible. The procurement process is expected to take place over the next 9-12 months
and is planned to follow the competitive procedure with negotiation process.
The company appointed is likely to have expertise including, but not limited, to the following:
• Repairs and maintenance in a local authority housing setting;
• Automation and AI technology; and
• Delivery of exceptional customer service.
The aim of this procurement is to procure a solution that will deliver the following outcomes:
• Delivers excellent customer experience from an end-to-end customer journey without failure demand and
avoidable contact, delivering timely outcomes and right first-time resolution;
• High quality service offering delivered by knowledgeable and skilled agents;
• Be accessible and inclusive for all Lambeth's customers;
• Partnership between the service provider, the council, its repairs and maintenance partners and residents;
• Increasing effective customer self-service through a strong digital customer service offer;
• Effective resourcing for demand to achieve consistently high performance for all services and customers;
• Optimal use of online diagnostics, triage, chat bots and AI (artificial intelligence);
• Tracking and management of the root cause of cost and demand;
• Efficiencies through continuous improvement;
• Delivery of high-quality data and insight about customers and their experience to support continuous improvement of customer services and council services more broadly, making best use of the latest analytics tools and techniques;
• Integration with other access channels to ensure there is omnichannel coherence and consistency;
• A flexible and futureproofed service, with the ability to scale and take advantage of advances in technology
and rapidly respond to meet new community needs and council requirements as they arise; and
• Social value for the place and people of Lambeth.
This new service will align with the Council's objectives and vision, ensuring the best customer experience possible. The contract is expected to be for an initial term of 3 years with 2 options to extend by a further year each (3 + 1 + 1). The form of contract is expected to be a bespoke consultants' appointment, incorporating standard council conditions.
More information
Links
About the buyer
Contact name
Matt Gunn
Address
Town Hall, Brixton Hill
London
SW2 1RW
ENG
Website
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Closing: 12 April 2022, 12pm
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