Provision of Customer Contact & Business Services

Customer contact service for the Council currently provided in-house by the contact centre. This includes face-to-face, telephone, email & online contact. Business support service currently provided in-house by the centralised Business Support Service hubs. This is the core service element of the contract with a potential value of £20.600m. Optional bids are sought for Emergency out of hours service, currently provided under contract by a third party. This includes telephone and email contact. Customer contact for Revenues & Benefits, currently provided by a third party. This includes face-to-face, telephone and online contact . Additionally the contract value shown allows for additional services to be added to the core service and for the arrangement to be extended to our health and shared service partners but managed by Bexley. Only the core element of contract value shown for the potential duration of the contract is guaranteed.