9704 - Redesign of Norwich City Council's customer contact centre

Norwich city council has a busy customer contact centre and reception (based at City Hall, Norwich, NR2 1NH) welcoming around 100,000 customer per annum. Customers visit the contact centre to access a wide variety of services including housing advice, parking, council tax, housing benefits, planning etc. The existing customer contact centre is to be adapted to form one large hall in which the various departments within the council will conduct business with their customers. The customer contact centre layout will be remodelled and all furniture will be replaced (not part of this contract) to enable council staff to "walk the floor" and talk to / direct customers to where they need to be or to sit with customers to conduct their business using "mobile" computer tablets. The project on offer includes:- • the removal of the existing hard counters • the demolition of a meeting room and designated walls. • the creation of a new office • the alteration and adaptation of existing services such as fixed data cabling, e/l lighting and power, CCTV, intruder alarm, fire detection and door access systems. • the re-decoration and re-carpeting of the enlarged space as per the council's specification. • the installation of the fixed data cabling to provide a wireless IT system which will also be installed as part of this project. Full details of the above are provided in the additional documents uploaded to the portal as part of the tender pack.