Customer Service Centre

Tender description

Lincolnshire County Council (the Council) welcome discussion about an upcoming Customer Service Centre requirement. The Council is issuing a Pre-Procurement Market Engagement document to bring awareness to the market of the up-coming opportunity, to better understand current market capacity, and seek feedback to inform requirements, comments are encouraged. The Pre-Procurement Market Engagement document will comprise of: - Submission of a Supplier Questionnaire - The Council may seek clarifications on supplier submissions or engage in further market engagement which may include additional questionnaires or supplier meetings. Full details of the process and documents can be accessed via the following link: https://procontract.due-north.com/ https://procontract.due-north.com/Procurer/Advert/View?advertId=17e52e01-02bb-ec11-8113-005056b64545&fromAdvertEvent=True Lot 1: The current CSC service is managed as part of a Corporate Support Services Contract (CSSC) which expires on 31st March 2024. The current scope of the CSSC comprises a range of services to the Council including: the CSC, the provision of IT services, HR transaction and payroll services, Adult Care Finance and processing Finance transactions. The current contract includes ‘high-risk’ activity in the CSC such as Social Care referrals and assessments, which must be handled with care to protect vulnerable service users. Whilst there are far fewer Social Care calls, capacity is split roughly 60/40 weighted towards Social Care work making it clear that quality must be protected through the tender process. As a result, people handling skills will be vitally important, as the CSC is critical to us to influence our CQC and Ofsted inspections and manage our high-risk individuals. The Council is seeking to procure the Customer Service Centre as a standalone contract via a forthcoming procurement. The required services are set out in CSC - LCC - Pre-Procurement Market Engagement - April 2022.