Contact Centre Services

Kent County Council
South East
Selective procedure
1 April 2026 to 31 March 2030

Delivery of a 24/7 contact centre service, including core telephony and emergency call handling for residents. The service must integrate technology to facilitate customer self-service and efficient outcome resolution, with essential-only provision required during out-of-hours periods.

Open the official notice

Awarded value: £9.1m; As published
Published: 3 August 2023
Awarded: 17 November 2025; Capita
Contract length: 48 months; Ends 31 March 2030

What the contract covers

Externally provided contact centre service and solution

Provision of outsourced contact centre services, including 24/7 telephony support, emergency call handling, and digital customer self-service technology solutions.

Provide a contact centre service and solution for KCC during in-hours (Monday to Friday 08:30–17:00) and Out Of Hours (17:00–08:30 Monday to Friday, and all weekends and Bank Holidays).
Receive all incoming calls to Kent County Council at the first point of contact.
Give information, guidance and signposting, and complete transactions where digital solutions are not available or cannot be accessed by the customer.
Provide key telephony services for KCC’s customer contacts and handle emergency calls.
Harness technology to enable customers to self-serve or reach their outcome in the quickest possible way.

Terms and requirements

Contract type: Externally provided contact centre service and solution
Procedure: Selective procedure
Initial term: 48 months
Extensions: 36 months
Longest it can run: 84 months
Contract dates: 1 April 2026 to 31 March 2030
Certifications asked for: None stated
Lots: 1
Suitable for SMEs: Yes
Category: Services
CPV codes: 79512000, 64000000

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalOutsourced contact centre covering in-hours and out-of-hours calls for Kent County Council

Lifecycle

Published
3 August 2023
Contract awardedto Capita
17 November 2025
Contract starts
1 April 2026
Contract ends
31 March 2030

The buyer

Kent County Council

Type: Locked
Contracts, 24 months: Locked
Recorded value: Locked
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Contact centre outsourcing contracts, 24 months: Locked

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Contact details

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The supplier

Capita

Contracts won, 24 months: Locked
Value won, 24 months: Locked
Buyers, 24 months: Locked
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Companies House number: Locked

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Cite this contract

Link: https://bidskim.com/tender/49878/contact-centre-services
Buyer reference: SC230157
Open contracting ID: ocds-b5fd17-27f921fe-c392-4143-9a68-9161a837ee9f
Last checked: 5 November 2026

Kent County Council. Contact Centre Services. Contract award, 3 August 2023. BidSkim, https://bidskim.com/tender/49878/contact-centre-services (accessed 5 November 2026).