Section one: Contracting authority/entity
one.1) Name and addresses
Kent County Council
County Hall
Maidstone
ME14 1XQ
Contact
Mr Alexander Whelan
Telephone
+44 3000422419
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
Buyer's address
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
SC230157 - Contact Centre Services Market Engagement
Reference number
DN682669
two.1.2) Main CPV code
- 64000000 - Postal and 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.
Section six. Complementary information
six.6) Original notice reference
Notice number: 2023/S 000-022547
Section seven. Changes
seven.1.2) Text to be corrected in the original notice
Section number
II 1.1
Lot No
1
Place of text to be modified
II 1.1
Instead of
Text
SC230157 - Contract Centre Services Market Engagement
Read
Text
SC230157 - Contact Centre Services Market Engagement