Section one: Contracting authority
one.1) Name and addresses
Kent County Council
County Hall
Maidstone
ME14 1XQ
Contact
Mrs Kelly Roberts
Telephone
+44 3000416617
Country
United Kingdom
Region code
UKJ4 - Kent
Internet address(es)
Main address
Buyer's address
http://www.kentbusinessportal.org.uk
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
http://www.kentbusinessportal.org.uk
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
http://www.kentbusinessportal.org.uk
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
SC230157 - Contact Centre Services
Reference number
DN763612
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short 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.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKJ4 - Kent
two.2.4) Description of the procurement
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.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start date
1 April 2026
This contract is subject to renewal
Yes
Description of renewals
Initial term of the contract will be for 4 years with the potential to extend for up to 3 years.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive procedure with negotiation
four.1.5) Information about negotiation
The contracting authority reserves the right to award the contract on the basis of the initial tenders without conducting negotiations
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
19 March 2025
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
Kent County Council
County Hall, Sessions House
Maidstone
ME14 1XQ
Country
United Kingdom