QU027 - Provision of Contact Centre specialist skills, experience and knowledge to review the current service provided by satellite contact centres. - AWARD

Tender description

The Council is seeking the support of an experienced partner who can provide and deliver specialist advice and detailed practical experience of integrating existing contact centres into a single structure to ensure it is fit for purpose, delivers value for money and offers a quality service to the citizens of Birmingham. The key objectives of this contract are: • To review existing content, processes and procedures in disparate satellite Contact Centres and develop an effective transition strategy that will successfully transition the satellite contact centres to the central contact centre with minimum disruption to citizens. To achieve these objectives, the provider will manage the transition of services including: • Successful transfer of 2 satellite contact centres into the corporate contact centre • Expert project management leading on governance, planning, tracking, reporting and senior stakeholder engagement • Design changes to organisation structures and operating models • As-Is and To-Be process mapping including handoffs • Assess knowledge management requirements and implement a solution using existing tools • Support and advise on the design of new training material • Support the consultation and communications requirements of the projects • Identify and draw up SLA requirements BCC will be using its e-tendering system (in-tend) for the administration of this tender process and providers must register with the system to be able to express an interest and download details. The web address is: https://in-tendhost.co.uk/birminghamcc/aspx/Home Registration and use of in-tend is free. All correspondence for this procurement process must be via the in-tend correspondence function. If you are unable to register with in-tend please either email us at cps@birmingham.gov.uk or call 0121 464 8000. Your completed tender submission should be returned by 12:00 noon on Tuesday 10th May 2016 using the Supplier Portal.