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Southwark Plans £150m Customer Service Project

7 April 2003

Southwark Council is turning to the private sector to develop a new Customer Services Centre (CSC) under a deal potentially worth up to £150 million over the next 15 years.

The project aims to provide residents with seamless, one-stop access to all council services through a variety of channels including telephone, the internet and face-to-face delivery. Southwark has invited suppliers to bid for the framework contract, which is anticipated to run for between 10 to 15 years and valued at an estimated £10m annually.

Under the agreement, the winning bidder may also supply services to interested members of the London Contracts and Supplies Group, an organisation of public sector bodies in the capital including local authorities, universities and the Metropolitan Police.

The Council's future partner will be responsible for managing the CSC, streamlining business processes and providing the technical infrastructure, including voice and data networks, web-based applications and customer relationship management software. A shortlist of suppliers is expected to be announced in late August, the contract awarded by next May, with the new services commencing in September 2004.

Read the supplier briefing
Read the Network News article

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