Call centre

Tender description

This Prior Information Notice (PIN) is to notify the market that Westminster City Council (WCC) plans to formally engage the market in the completion of an RFI and invitation to market sounding meetings to further develop its understanding of the Contact Centre market. As such, this PIN does not formally signify the beginning of any procurement and does not constitute a commitment by WCC to undertake a procurement exercise. In the event that WCC decides to formally commence procurement pursuant to this PIN a separate contract notice will be issued. A Transformation Programme has been initiated by WCC to digitalise the delivery of its services. The Contact Centre Project is a work-stream of the wider transformation programme. A key objective of this market engagement is to understand how the market would inform the Contact Centre Project and associated digital service. There are currently a number of customer contact centres that are in scope for review including: 1) Customer Services Contract. This contract provides extensive contact centre and back office processing services to WCC. 2) Council Tax Revenues. This service provides the administration, collection and recovery of council tax, NNDR (business rates) and business improvement district levies for the boroughs 125 000 domestic and 35 000 non-domestic properties. 3) Housing Options. This contract provides end to end housing service covering homelessness, housing advice and assessment. 4) Parking. This contact centre provides an extensive range of front and back office services, general parking enquiries, paying for parking, fines and kerbside permission application. 5) Housing Benefits. This contract provides for the administration, calculation and payment of housing benefit and council tax support.