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

Descriptions

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.