WSCC - JS - Soft Market Test - Outsourced Contact Centre

Soft market engagement

The Council is looking to procure an outsourced Contact Centre solution to support it's Customer Experience Service. This solution is intended to replace the Council's existing arrangements which will expire in September 2022.

The purpose of this soft market test is to seek feedback from Service Providers on the business and technical requirements of a proposed procurement of an outsourced Contact Centre underpinned by the Council's Customer Service Target Operating model (TOM).

Please read the attached documentation and if you feel that your organisation is able to contribute to this exercise please complete the questionnaire at the end of this document and return via SE Shared Services e-sourcing system by 12:00 on 25 October 2021. The web address is https://www.sesharedservices.org.uk/esourcing

Please note: this market testing exercise is not an invitation to tender or a request for formal expressions of interest. Any documents contained within do not form any part of an invitation to tender. West Sussex County Council (WSCC) is issuing this request for information only.

Additional information: Is a Recurrent Procurement Type? : No