Contact Centre Services

{
  "id": "084974-2025",
  "tag": [
    "award",
    "contract"
  ],
  "bids": {
    "statistics": [
      {
        "id": "1",
        "value": 2,
        "measure": "bids",
        "relatedLot": "1"
      }
    ]
  },
  "date": "2025-12-19T14:35:28Z",
  "ocid": "ocds-h6vhtk-04e286",
  "buyer": {
    "id": "GB-FTS-1163",
    "name": "Kent County Council"
  },
  "awards": [
    {
      "id": "084974-2025-1",
      "status": "active",
      "suppliers": [
        {
          "id": "GB-COH-02299747",
          "name": "Capita Business Services Ltd"
        }
      ],
      "relatedLots": [
        "1"
      ]
    }
  ],
  "tender": {
    "id": "SC230157",
    "lots": [
      {
        "id": "1",
        "status": "cancelled",
        "options": {
          "description": "There are extensions available of up to 3 years"
        },
        "hasOptions": true,
        "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. \nCapita will deliver a high quality, value for money and efficient contact centre service to the residents of Kent. These services will include:\n•\t24 hours, 7 days a week service provision (essential provision only Out of Hours)\n•\tkey telephony services for KCC's customer contacts\n•\tEmergency calls\n•\tHarnessing technology to enable customers to self-serve or reach their outcome in the quickest possible way",
        "awardCriteria": {
          "criteria": [
            {
              "type": "price"
            }
          ]
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKJ4"
          }
        ]
      }
    ],
    "title": "Contact Centre Services",
    "status": "complete",
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "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. \nCapita will deliver a high quality, value for money and efficient contact centre service to the residents of Kent. These services will include:\n•\t24 hours, 7 days a week service provision (essential provision only Out of Hours)\n•\tkey telephony services for KCC's customer contacts\n•\tEmergency calls\n•\tHarnessing technology to enable customers to self-serve or reach their outcome in the quickest possible way",
    "classification": {
      "id": "79512000",
      "scheme": "CPV",
      "description": "Call centre"
    },
    "procurementMethod": "selective",
    "mainProcurementCategory": "services",
    "procurementMethodDetails": "Competitive procedure with negotiation"
  },
  "parties": [
    {
      "id": "GB-FTS-1163",
      "name": "Kent County Council",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKJ4",
        "locality": "Maidstone",
        "postalCode": "ME14 1XQ",
        "countryName": "United Kingdom",
        "streetAddress": "County Hall"
      },
      "details": {
        "url": "https://www.kent.gov.uk/",
        "classifications": [
          {
            "id": "REGIONAL_AUTHORITY",
            "scheme": "TED_CA_TYPE",
            "description": "Regional or local authority"
          },
          {
            "id": "01",
            "scheme": "COFOG",
            "description": "General public services"
          }
        ]
      },
      "identifier": {
        "legalName": "Kent County Council",
        "noIdentifierRationale": "notOnAnyRegister"
      },
      "contactPoint": {
        "name": "Kelly Roberts",
        "email": "Kelly.Roberts@kent.gov.uk"
      }
    },
    {
      "id": "GB-COH-02299747",
      "name": "Capita Business Services Ltd",
      "roles": [
        "supplier"
      ],
      "address": {
        "region": "UKI",
        "locality": "London",
        "postalCode": "W2 6BD",
        "countryName": "United Kingdom",
        "streetAddress": "First Floor, 2 Kingdom Street, Paddington"
      },
      "details": {
        "scale": "large"
      },
      "identifier": {
        "id": "02299747",
        "scheme": "GB-COH",
        "legalName": "Capita Business Services Ltd"
      }
    },
    {
      "id": "GB-FTS-1195",
      "name": "Kent County Council",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Maidstone",
        "countryName": "United Kingdom"
      },
      "identifier": {
        "legalName": "Kent County Council"
      }
    }
  ],
  "language": "en",
  "contracts": [
    {
      "id": "084974-2025-1",
      "value": {
        "amount": 9142634,
        "currency": "GBP"
      },
      "status": "active",
      "awardID": "084974-2025-1",
      "dateSigned": "2025-12-17T00:00:00Z"
    }
  ],
  "initiationType": "tender"
}

{
  "id": "005317-2025",
  "tag": [
    "tender"
  ],
  "date": "2025-02-17T11:01:38Z",
  "ocid": "ocds-h6vhtk-04e286",
  "buyer": {
    "id": "GB-FTS-1163",
    "name": "Kent County Council"
  },
  "tender": {
    "id": "DN763612",
    "lots": [
      {
        "id": "1",
        "status": "active",
        "renewal": {
          "description": "Initial term of the contract will be for 4 years with the potential to extend for up to 3 years."
        },
        "hasOptions": false,
        "hasRenewal": true,
        "description": "Kent County Council are seeking a supplier to provide contact centre services to the residents of Kent to commence April 2026.\nWe are seeking a supplier that will deliver a high quality, value for money and efficient service to the residents of Kent.\nThey key outcomes from this contract will be:\n•\t24 hours, 7 days a week service provision (essential provision only Out of Hours)\n•\tTo be the key telephony service for KCC’s customer contacts.\n•\tFirst time resolution where possible.\n•\tEmergency calls to be answered as a priority\n•\tAll contact types to have an answer rate mechanism and target (to be agreed)\n•\tKey Performance Indicators to be measured.\n•\tA high-quality service which will be measured against a quality framework and relevant\ntargets.\n•\tYear on year reduction of non-emergency calls and emails\n•\tA contact centre that supports customers in the best interests of the public, harnessing\ntechnology to enable them to self-serve or reach their outcome in the quickest possible way.\nAll 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.",
        "contractPeriod": {
          "startDate": "2026-04-01T00:00:00+01:00"
        },
        "submissionTerms": {
          "variantPolicy": "notAllowed"
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKJ4"
          }
        ]
      }
    ],
    "title": "SC230157 - Contact Centre Services",
    "status": "active",
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "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.\nThey key outcomes from this contract will be:\n•\t24 hours, 7 days a week service provision (essential provision only Out of Hours)\n•\tTo be the key telephony service for KCC’s customer contacts.\n•\tFirst time resolution where possible.\n•\tEmergency calls to be answered as a priority\n•\tAll contact types to have an answer rate mechanism and target (to be agreed)\n•\tKey Performance Indicators to be measured.\n•\tA high-quality service which will be measured against a quality framework and relevant targets.\n•\tYear on year reduction of non-emergency calls and emails\n•\tA contact centre that supports customers in the best interests of the public, harnessing technology to enable them to self-serve or reach\ntheir outcome in the quickest possible way.\nAll 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.",
    "secondStage": {
      "noNegotiationNecessary": true
    },
    "tenderPeriod": {
      "endDate": "2025-03-19T12:00:00Z"
    },
    "hasRecurrence": false,
    "classification": {
      "id": "79512000",
      "scheme": "CPV",
      "description": "Call centre"
    },
    "submissionTerms": {
      "languages": [
        "en"
      ]
    },
    "submissionMethod": [
      "electronicSubmission"
    ],
    "procurementMethod": "selective",
    "mainProcurementCategory": "services",
    "submissionMethodDetails": "http://www.kentbusinessportal.org.uk",
    "procurementMethodDetails": "Competitive procedure with negotiation"
  },
  "parties": [
    {
      "id": "GB-FTS-1163",
      "name": "Kent County Council",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKJ4",
        "locality": "Maidstone",
        "postalCode": "ME14 1XQ",
        "countryName": "United Kingdom",
        "streetAddress": "County Hall"
      },
      "details": {
        "url": "http://www.kent.gov.uk",
        "buyerProfile": "http://www.kentbusinessportal.org.uk",
        "classifications": [
          {
            "id": "REGIONAL_AUTHORITY",
            "scheme": "TED_CA_TYPE",
            "description": "Regional or local authority"
          },
          {
            "id": "01",
            "scheme": "COFOG",
            "description": "General public services"
          }
        ]
      },
      "identifier": {
        "legalName": "Kent County Council"
      },
      "contactPoint": {
        "url": "http://www.kentbusinessportal.org.uk",
        "name": "Mrs Kelly Roberts",
        "email": "kelly.roberts@kent.gov.uk",
        "telephone": "+44 3000416617"
      }
    },
    {
      "id": "GB-FTS-10635",
      "name": "Kent County Council",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Maidstone",
        "postalCode": "ME14 1XQ",
        "countryName": "United Kingdom",
        "streetAddress": "County Hall, Sessions House"
      },
      "identifier": {
        "legalName": "Kent County Council"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}