The Future Delivery of Support Services
Consultation on Access to Services
Lincolnshire County Council’s Customer Services Centre (CSC) currently handles around 800,000 contacts per year for Lincolnshire County Council. A full list of the services provided by the CSC is set out the documents sections below - please refer to the ‘CSC Survey Appendix’.
The Council intends to transform the CSC over the next few years to increase the way that people can access services. As well as current telephone contact and face to face contact for more complicated queries the Council aims to offer a wider range of services via the website, on mobile phones or through social media.
To deliver more flexible customer services the Council must invest in new technology and transform its ways of working. The Council is exploring how to achieve this and recognises that it will need help from specialists. The Council may commission an external company with a proven track record in transforming customer services to run the CSC to deliver improvement as quickly as possible and where that would offer best value for money. The Council is considering transferring the CSC to an external provider alongside other services already outsourced as this may be more efficient, delivering cost savings and better integration between the CSC and other Council services.
However, no decision has been made on whether the CSC will be included, and your views would be welcome to help in that decision making process.
Some finance services are also included in the ‘CSC Survey Appendix’ as they involve direct contact with the public.
It is possible that the Council’s plans to increase the ways that people can access services from the Council might have different impacts on people with different needs and opportunities and the Council wishes to understand any possible implications before deciding on any possible changes.
To complete the survey please click on Access to Services - CSC Survey
Please refer to Part One of the ‘CSC Survey Appendix’ before answering questions 1 to 8 and to Part One and Part Two before answering questions 9 to 12.
Procurement of Support Services
Lincolnshire County Council’s current contract with Mouchel to deliver key support functions ends in March 2015. The services in the current contract include:
- People Management
Please refer to the ‘Procurement Overview’ document below for more detail on our procurement strategy.
Our Contract Notice for Property Services was published on 18 November 2013. A copy can be found in the downlaods section below.
Please note, the Council has decided to explore the option of partnering with another Local Government Pension Fund to provide our Pensions Administration Service when our current contract comes to an end in March 2015. This option is being pursued in preference to running a tendering exercise.