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PROCUREMENT OPPORTUNITY

Contact Centre Services

Kent County Council · compiled

Tender information last checkedLast checked 29 Sept 2026, 21:57.

Opportunity overview

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

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Capita Business Services Ltd

Matched by number
Contract value
£9.1m
Awarded
Not supplied
Contract signed
17 Dec 2025
Award ID
084974-2025-1
Status
active
Identifier
GB-COH 02299747
Location
London, UKI, W2 6BD, United Kingdom

Classification

  • CPV79512000 — Call centre

Lots

  • 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 wayValue not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
SC230157
Status
complete
Has Recurrence
No
Procurement Method
selective
Main Procurement Category
services
Procurement Method Details
Competitive procedure with negotiation

Legal basis

Id
32014L0024
Scheme
CELEX

Second Stage

No Negotiation Necessary
Yes

Tender Period

Ends
19 Mar 2025, 12:00

Classification

Id
79512000
Scheme
CPV
Description
Call centre

Submission terms

Languages

en

Submission Method

electronicSubmission

Lots and requirements

Entry 1
Id
1
Status
cancelled
Has Options
Yes
Has Renewal
Yes
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

Options

Description
There are extensions available of up to 3 years

Renewal

Description
Initial term of the contract will be for 4 years with the potential to extend for up to 3 years.

Award criteria

Criteria

Criterion 1
Type
price

Contract period

Starts
1 Apr 2026, 00:00

Submission terms

Variant Policy
notAllowed

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKJ4
Entry 2
Region
UKJ4

Buyer, suppliers and contacts

Organisation 1
Id
GB-FTS-1163
Name
Kent County Council

Roles

buyer

Address

Region
UKJ4
Locality
Maidstone
Postal Code
ME14 1XQ
Country Name
United Kingdom
Street Address
County Hall

Details

Classifications

Entry 1
Id
REGIONAL_AUTHORITY
Scheme
TED_CA_TYPE
Description
Regional or local authority
Entry 2
Id
01
Scheme
COFOG
Description
General public services

Identifier

Legal Name
Kent County Council
No Identifier Rationale
notOnAnyRegister

Contact

Name
Kelly Roberts
Telephone
+44 3000416617
Organisation 2
Id
GB-FTS-10635
Name
Kent County Council

Roles

reviewBody

Address

Locality
Maidstone
Postal Code
ME14 1XQ
Country Name
United Kingdom
Street Address
County Hall, Sessions House

Identifier

Legal Name
Kent County Council
Organisation 3
Id
GB-COH-02299747
Name
Capita Business Services Ltd

Roles

supplier

Address

Region
UKI
Locality
London
Postal Code
W2 6BD
Country Name
United Kingdom
Street Address
First Floor, 2 Kingdom Street, Paddington

Details

Scale
large

Identifier

Id
02299747
Scheme
GB-COH
Legal Name
Capita Business Services Ltd
Organisation 4
Id
GB-FTS-1195
Name
Kent County Council

Roles

reviewBody

Address

Locality
Maidstone
Country Name
United Kingdom

Identifier

Legal Name
Kent County Council

Award information

Award 1
Id
084974-2025-1
Status
active

Suppliers

Supplier 1
Id
GB-COH-02299747
Name
Capita Business Services Ltd

Related lots

1

Contracts and changes

Entry 1
Id
084974-2025-1
Status
active
Award ID
084974-2025-1
Date Signed
17 Dec 2025, 00:00

Value

Amount
9,142,634
Currency
GBP

Recorded locations

  • Buyer location · Maidstone · UKJ4 · ME14 1XQ · United Kingdom
  • Delivery location · UKJ4

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-04e286-2025-12-19T14:35:28Zcompiled ·