Specialist Repairs Call Centre Service
London Borough of Lambeth · London
Key facts
- Closing date
- 12 Apr 2022
- Contract starts
- 30 Nov 2022
- Contract ends
- 29 Nov 2025
- Procedure
- Negotiated procedure
- Buyer type
- Local government
Description
The London Borough of Lambeth is seeking to procure a strategic partner to deliver a 'Specialist Repairs Call Centre Service' (including emergency and out of hours calls). This new service will align with the objectives and visions of the Customer Experience Strategy (2021) and Lambeth's Digital Strategy (2021), ensuring the best customer experience possible. The procurement process is expected to take place over the next 9-12 months and is planned to follow the competitive procedure with negotiation process. The company appointed is likely to have expertise including, but not limited, to the following: ⢠Repairs and maintenance in a local authority housing setting; ⢠Automation and AI technology; and ⢠Delivery of exceptional customer service. The aim of this procurement is to procure a solution that will deliver the following outcomes: ⢠Delivers excellent customer experience from an end-to-end customer journey without failure demand and avoidable contact, delivering timely outcomes and right first-time resolution; ⢠High quality service offering delivered by knowledgeable and skilled agents; ⢠Be accessible and inclusive for all Lambeth's customers; ⢠Partnership between the service provider, the council, its repairs and maintenance partners and residents; ⢠Increasing effective customer self-service through a strong digital customer service offer; ⢠Effective resourcing for demand to achieve consistently high performance for all services and customers; ⢠Optimal use of online diagnostics, triage, chat bots and AI (artificial intelligence); ⢠Tracking and management of the root cause of cost and demand; ⢠Efficiencies through continuous improvement; ⢠Delivery of high-quality data and insight about customers and their experience to support continuous improvement of customer services and council services more broadly, making best use of the latest analytics tools and techniques; ⢠Integration with other access channels to ensure there is omnichannel coherence and consistency; ⢠A flexible and futureproofed service, with the ability to scale and take advantage of advances in technology and rapidly respond to meet new community needs and council requirements as they arise; and ⢠Social value for the place and people of Lambeth.
This new service will align with the Council's objectives and vision, ensuring the best customer experience possible. The contract is expected to be for an initial term of 3 years with 2 options to extend by a further year each (3 + 1 + 1). The form of contract is expected to be a bespoke consultants' appointment, incorporating standard council conditions.
Categories (CPV)
- 45000000 Construction work
- 45215210 Construction work for subsidised residential accommodation
- 45215214 Residential homes construction work
- 50000000 Repair and maintenance services
- 50700000 Repair and maintenance services of building installations
- 64210000 Telephone and data transmission services
- 70331000 Residential property services
- 71500000 Construction-related services
- 79342300 Customer services
- 79342320 Customer-care services
- 79510000 Telephone-answering services
- 79511000 Telephone operator services
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