Section one: Contracting authority
one.1) Name and addresses
Kent County Council
County Hall
Maidstone
ME14 1XQ
Contact
Mr Alexander Whelan
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
Buyer's address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://www.kentbusinessportal.org.uk/
Additional information can be obtained from the above-mentioned address
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 - Contract Centre Services Market Engagement
Reference number
DN682669
two.1.2) Main CPV code
- 64200000 - Telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short 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.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
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.
two.3) Estimated date of publication of contract notice
29 September 2023
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes