Bracknell Forest Council
Record of Decision
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Work Programme Reference
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I100232 |
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1. |
TITLE: |
Contact Centre System Upgrade Strategic Procurement Plan
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2. |
SERVICE AREA: |
Delivery
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3. |
PURPOSE OF DECISION
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Procure a cloud based contact centre system and extend its use to the emergency duty service (EDS)
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IS KEY DECISION |
Yes
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5. |
DECISION MADE BY: |
Executive Director: Delivery, Executive Member for Culture, Delivery and Public Protection
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6. |
DECISION:
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i. That the Council completes a further competition under the Crown Commercial Service Framework: RM3808 “Network Services 2 (Lot no. 4) for Inbound Telephony Services”.
ii. That the estimated total expenditure by the Council for a five-year contract is £450,000, as detailed in Appendix A
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7. |
REASON FOR DECISION
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i. The Council has been using an “on-premises” Contact Centre system that is currently deployed in the following service areas:
• Customer Services • ICT Service Desk • Adults Social Care • Children’s Social Care • Housing and Benefits • MASH • Schools Admissions
ii. The current system is well regarded but the operation of the system cannot continue in an on-premise environment, beyond October 2021. Moving to the Cloud provides an opportunity to extend Contact Centre facilities to the Emergency Duty Service and to deploy additional functions and features, to improve call management.
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8. |
ALTERNATIVE OPTIONS CONSIDERED
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A number of different options were considered and set out within the report.
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9. |
DOCUMENT CONSIDERED: |
Report of the Executive Director: Delivery
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10. |
DECLARED CONFLICTS OF INTEREST: |
None
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Date Decision Made |
Final Day of Call-in Period |
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12 July 2021 |
20 July 2021 |
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