SC230157 - Contact Centre Services

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.