Consultancy to develop business case for resident experience and call-centre model.
Southend-on-Sea City Council seeks a consultancy partner to develop a detailed business case for its Resident Experience and Enabling Services programmes, moving from high-level opportunity identification to investment-ready proposals. The scope includes designing and piloting an integrated call-centre/corporate resolution centre model and linked priority projects. The council has completed discovery and outline design; the partner must build on this evidence base, align with baseline data, and provide constructive challenge on programme design and implementation. The contract is below the threshold and open competition.