Contact Centre Services
Details
- Buyer
- Kent County Council
- Value
- £9,142,634
- Topic
- Call centre
- Published
- 17 February 2025
- Submission
- 27 August 2025
- Source
- uk:contracts_finder
Tender description
Kent County Council have appointed Capita Business Services Ltd as the provider for SC230157 - Contact Centre Services on a four year contract, commencing on 1st April 2026, with an optional 3 year extension available. Capita will deliver a high quality, value for money and efficient contact centre service to the residents of Kent. These services will include: • 24 hours, 7 days a week service provision (essential provision only Out of Hours) • key telephony services for KCC's customer contacts • Emergency calls • Harnessing technology to enable customers to self-serve or reach their outcome in the quickest possible way
Timeline
- Completed: Tender published17 February 2025Current notice
- Completed: Submission date27 August 2025
About the buyer
Kent County Council is the local authority for Kent, and advertises its tenders through the Kent Business Portal. Opportunities above a set value threshold appear there, and each listing carries a summary, key dates and the contract period. Suppliers register on the portal before expressing interest in an opportunity. The council follows a fully auditable process that complies with public procurement legislation. Unsuccessful bidders can request feedback on their submission once a decision is made. The Commercial Strategy for 2026 to 2028 aims to simplify procurement processes and engage Kent-based businesses, SMEs and VCSEs early.
UK local government drives £140bn in annual procurement, led by social protection (£66.6bn) and education (£57.1bn).
Over the past 5 years, most of Kent County Council's contract awards have been in construction work, health and social work and business services.
Relevant CPV codes
- 79512000 · Call centre
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@kent-county-council.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@kent-county-council.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@kent-county-council.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@kent-county-council.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@kent-county-council.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@kent-county-council.gov |
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