Section one: Contracting authority
one.1) Name and addresses
Lincolnshire County Council
County Offices, Newland
Lincoln
LN1 1YL
Contact
Ms Lucy Reed
LucyJ.Reed@lincolnshire.gov.uk
Country
United Kingdom
NUTS code
UKF3 - Lincolnshire
Internet address(es)
Main address
https://www.lincolnshire.gov.uk
Buyer's address
https://www.lincolnshire.gov.uk
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
Additional information can be obtained from the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Service Centre
Reference number
DN607337
two.1.2) Main CPV code
- 75100000 - Administration services
two.1.3) Type of contract
Services
two.1.4) Short description
Lincolnshire County Council (the Council) welcome discussion about an upcoming Customer Service Centre requirement.
The Council is issuing a Pre-Procurement Market Engagement document to bring awareness to the market of the up-coming opportunity, to better understand current market capacity, and seek feedback to inform requirements, comments are encouraged.
The Pre-Procurement Market Engagement document will comprise of:
- Submission of a Supplier Questionnaire
- The Council may seek clarifications on supplier submissions or engage in further market engagement which may include additional questionnaires or supplier meetings.
Full details of the process and documents can be accessed via the following link:
https://procontract.due-north.com/
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 75100000 - Administration services
two.2.3) Place of performance
NUTS codes
- UKF3 - Lincolnshire
two.2.4) Description of the procurement
The current CSC service is managed as part of a Corporate Support Services Contract (CSSC) which expires on 31st March 2024.
The current scope of the CSSC comprises a range of services to the Council including: the CSC, the provision of IT services, HR transaction and payroll services, Adult Care Finance and processing Finance transactions.
The current contract includes ‘high-risk’ activity in the CSC such as Social Care referrals and assessments, which must be handled with care to protect vulnerable service users. Whilst there are far fewer Social Care calls, capacity is split roughly 60/40 weighted towards Social Care work making it clear that quality must be protected through the tender process. As a result, people handling skills will be vitally important, as the CSC is critical to us to influence our CQC and Ofsted inspections and manage our high-risk individuals.
The Council is seeking to procure the Customer Service Centre as a standalone contract via a forthcoming procurement. The required services are set out in CSC - LCC - Pre-Procurement Market Engagement - April 2022.
two.3) Estimated date of publication of contract notice
31 July 2022