London Borough of Lambeth Repairs Call Centre Solution Contract

The London Borough of Lambeth (Council) is seeking to procure a strategic partner to deliver a 'Specialist Repairs Call Centre Service', including providing urgent and an out of hours service for specialist repairs, emergencies and homelessness housing support advice.

This new service will align with the objectives and visions of the Customer Experience Strategy (2021) and Lambeth’s Digital Strategy (2021), ensuring the best customer experience possible. The procurement process is expected to take place over the next 9 -12 months and is planned to follow the competitive procedure with negotiation process.

The company appointed is likely to have expertise including, but not limited, to the following:

• Repairs and maintenance in a local authority housing setting;
• Usage of automation and AI (Artificial Intelligence) technology; and
• Delivery of exceptional customer service.

The aim of this procurement is to procure a solution that will deliver the following outcomes:

• Delivers excellent customer experience from an end-to-end customer journey without failure demand and avoidable contact, delivering timely outcomes and right first-time resolution;
• High quality service offering delivered by knowledgeable and skilled agents;
• Be accessible and inclusive to all residents in the London Borough of Lambeth;
• Partnership between the service provider, the council, its repairs and maintenance partners and residents;
• Increasing effective customer self-service through a strong digital customer service offer;
• Effective resourcing for demand to achieve consistently high performance for all services and customers;
• Optimal use of online diagnostics, triage, chat bots and AI;
• Tracking and management of the root cause of cost and demand;
• Efficiencies through continuous improvement;
• Delivery of high-quality data and insight about customers and their experience to support continuous improvement of customer services and Council services more broadly, making best use of the latest analytics tools and techniques;
• Integration with other access channels to ensure there is omnichannel coherence and consistency;
• A flexible and futureproofed service, with the ability to scale and take advantage of advances in technology and rapidly respond to meet new community needs and Council requirements as they arise; and
• Social value for the place and people of Lambeth.

This new service will align with the Council's objectives and vision, ensuring the best customer experience possible. The contract is expected to be for an initial term of 3 years with 2 options to extend by a further year each (3 + 1 + 1). The form of contract is expected to be a bespoke consultants’ appointment, incorporating standard Council conditions.