Contract for the delivery of an options appraisal for a best-in-class future state operating model for its contact centre's operations

Tender description

The London Borough of Lambeth is currently seeking consultancy services to deliver an options appraisal for a best-in-class future state operating model for its contact centre operations. Key deliverables of the engagement include but are not limited to: • Options for future state operating models and partners that are best in breed, with clear appraisal against our criteria, and a recommendation for the best fit for Lambeth, with sufficient detail for Lambeth to select a preferred model. • Appraisal of all sectors and partners that could provide the new operating model, and the transition to the new model • Options that balance smaller more agile providers with security of future service delivery • Clearly outlined transition plan Key requirements of the engagement include but are not limited to: • The Supplier's team assigned should be expert and highly experienced in the sector, have a good understanding of the Council and will possess experience of this type of assignment and transformational change. • Consultancy services should be delivered over a period of 3-4 weeks. • That due to critical need, the Supplier should mobilise the consultancy services at speed following contract award.