ClosedBusiness services

SC230157 - Contact Centre Services[E11]

Maidstone, United KingdomKent County Council[E1]

In plain English

What they want: 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.
Who can bid: No restrictions are stated in the notice data. The tender documents may set more.
Deadline: Buyer's deadline: 19 Mar 2025, 12:00 UTC. UTC: 19 Mar 2025, 12:00 UTC.
Published 17 Feb 2025.
Value: GBP 17,500,000
Buyer: Kent County CouncilSee what else this buyer buys and when.
How to apply: Through the buyer's official process. Open the original notice on UK Contracts Finder (OCDS) (opens in a new tab) ↗
Tender documents: The tender documents for this notice are on the buyer's own portal, usually behind a free supplier registration. We link to them and do not fetch them, so the report is based on the notice only.

This opportunity is closed and its deadline has passed. Reports are not available for it.

Deadline[E4]: 19 Mar 2025, 12:00 UTC
Value[E12]: GBP 17,500,000
Published[E9]: 17 Feb 2025
Procedure[E8]: Competitive procedure with negotiation (above threshold)
Source: UK Contracts Finder (OCDS) (opens in a new tab)
Last checked: 24 minutes ago

About the requirement

From the notice

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.[E5]

Eligibility and requirements

ConditionDelivery location: England, United Kingdom.[E6]
The notice data states no restriction on who may bid. Exclusion grounds and selection criteria in the tender documents still apply.

Risks and unknowns

UnknownWe read the published notice, not the full tender documents.

Updates

First seen · 28 Oct 2026, 13:41 UTC
The deadline (2025-03-19T12:00:00.000Z) has passed.
Source document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941

Evidence

12 facts

Every fact on this page comes from the published notice. Each entry shows the document and the field it was read from.

E1
The buyer is Kent County Council.
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /buyer/name, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E2
The notice is classified under CPV 79512000 (Call centre).
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender/classification/id, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E3
Contracts Finder publishes United Kingdom procurement.
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E4
Tenders must be submitted by 19 Mar 2025, 12:00 UTC.
“2025-03-19T12:00:00Z”
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender/tenderPeriod/endDate, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E5
The buyer describes the requirement in the notice.
“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…”
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender/description, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E6
Delivery location: England, United Kingdom.
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender/items/0/deliveryAddresses/0, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E7
This is a call for competition. Suppliers can respond.
“tender”
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tag, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E8
The procedure is: Competitive procedure with negotiation (above threshold).
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender/procurementMethodDetails, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E9
The notice was published on 17 Feb 2025.
“2025-02-17T11:04:00Z”
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender/documents/0/datePublished, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E10
Contracts Finder gives the tender status as active.
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender/status, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E11
The notice is titled "SC230157 - Contact Centre Services".
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender/title, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)
E12
The stated value is GBP 17,500,000.
“17500000 GBP”
Document 1e921630-ddaf-4d84-9e4e-01c0011bdf2f-826941, field /tender/value/amount, read 28 Oct 2026, 13:41 UTC · source (opens in a new tab)

Contains public sector information from Contracts Finder, licensed under the Open Government Licence v3.0. Data licence: Open Government Licence v3.0 (opens in a new tab). Personal contact details in notices are not stored or shown.