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Time to close

Value

Type

Buyer

Notice

CLOSED

17 Nov

—

Estimated

Modification

FTS

NHS England

NHS Intravenous (IV) Fluids, Topical Solutions, Urological Solutions & Gelatins

· Published 17 Nov

Notice peek

ClosedCF · 01c0011bdf2f

SC230157 - Contact Centre Services

Kent County Council

Status

Closed

Estimated

—

Published

17 Feb 2025

Key facts

Notice ID: cf-1e921630-ddaf-4d84-9e4e-01c0011bdf2f
CPV code: 79512000 · Business services
Source: Contracts Finder

Timeline

Published
17 Feb 2025

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.