# SC230157 - Contact Centre Services

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [Kent County Council](/buyers/kent-county-council/contract-awards)
- Tender value: £17,500,000
- Published: 17 February 2025
- Planned start: 1 April 2026
- Planned end: 31 March 2030
- Stage: open_tender
- Procurement category: services
- Notice ID: 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941
- OCID: ocds-b5fd17-8a3872ef-87b0-4937-838f-46591313b6b4

## 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\.

## Related contract awards

- [Learning Management System](/contracts/ocds-b5fd17-3af728da-50ca-4be4-a33c-120b7261e70c): Kent County Council
- [Customer Feedback System](/contracts/ocds-b5fd17-fdad8c37-2dd4-42ed-8c1b-605b938fd228): Kent County Council
- [Apprenticeship provider](/contracts/ocds-b5fd17-cc8b0774-ad80-4a71-af80-2cac70f1fa73): Kent County Council

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941)