Business services: law, marketing, consulting, recruitment, printing and security

Tender description

Customer contact service for the Council currently provided in-house by the contact centre. This includes face-to-face, telephone, email and online contact. Business support service currently provided in-house by the centralised Business Support Service hubs. This is the core service element of the contract with a potential value of 20 600 m GBP. Optional bids are sought for Emergency out of hours service, currently provided under contract by a third party. This includes telephone and email contact. Customer contact for Revenues & Benefits, currently provided by a third party. This includes face-to-face, telephone and online contact. Additionally the contract value shown allows for additional services to be added to the core service and for the arrangement to be extended to our health and shared service partners but managed by Bexley. Only the core element of contract value shown for the potential duration of the contract is guaranteed. The London Borough of Bexley is looking to identify a suitably experienced service provider to take over the provision of the core services of its Customer Contact and Business Support Services. Additionally we are seeking bids for 2 optional services that cover the customer facing and telephony elements of our Revenues and Benefits Customer Contact service and an emergency Out of Hours service. The Customer Contact Centre acts as a first point of contact for resident and business enquiries and currently deals with approximately 44 000 email, 350 000 phone and 23 000 face to face enquiries each year. The Business Support functions predominately provide support to the Council's Children's and Adults services through a hub based service. Both of these core services are currently provided in-house whereas the optional services detailed above are provided by a third party under contract. Business Support services are currently being reviewed with the likely result that further in-house services will be added to the contract for core services over the life of the contract. If beneficial to the further integration of services, the contract will also allow the inclusion of Customer Contact and Business Support functions of our health and shared service partners. The estimated contract value has therefore been set to show the core service, potential additions to core services, optional services and possible extension to partner organisations. Allowance in the contract value has also been made to reflect further possible integration of services with health and shared service partners which will be managed by Bexley. Only the core services element of the contract is guaranteed. A breakdown of contract values over the potential 10 years of the contract is as follows: Guaranteed award core services 20 600 m GBP, Not guaranteed Optional Services 3 030 m GBP, additional support services inclusion against core services 10 700 m GBP, health partners 30 500 m GBP and shared service partners 96 750 m GBP.