Bracknell Forest Council

Record of Decision

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Work Programme Reference

I102383

1.			TITLE:	Cloud- Hosted (Multi-Channel) Contact Centre System - Contract Award
2.		SERVICE AREA:			Delivery
3.		PURPOSE OF DECISION
To seek approval to award the contract for the provision of a Cloud-hosted, multi- channel contact centre system.
4		IS KEY DECISION					Yes
5.		DECISION MADE BY:					Executive Director: Delivery, Executive Member for Culture, Delivery and Public Protection
6.			DECISION:
That the contract for the Cloud-hosted Contact Centre System is awarded to Tenderer A.
7.		REASON FOR DECISION
Having conducted a mini competition under Lot 4 of the Crown Commercial Services RM3808 Network Services 2 Framework, Tenderer A was the only provider to meet the Council’s specification. In doing so, Tenderer A, scored highly on the quality score.
8.		ALTERNATIVE OPTIONS CONSIDERED
The migration of all the Council’s software applications to secure servers in the Cloud is a major objective of the Digital and ICT Strategy 2020-24.  This programme of work will ensure that the Council is only using secure and flexible cloud-based systems and moving away from an on-premise “data centre”, going forward. A related initiative, to upgrade the accommodation and ICT systems for the Emergency Duty Service provides an additional driver to introduce a multi-channel, contact centre system to support the (24 x 7 x 365) operational provision of this crucial service.  Contact centre software is already deployed at the Council and it works well.  No other technology options were considered appropriate.
9.	DOCUMENT CONSIDERED:							Report of the Executive Director: Delivery
10.	DECLARED CONFLICTS OF INTEREST:								None.
Date Decision Made						Final Day of Call-in Period
20 September 2021						27 September 2021

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Work Programme Reference

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1.			TITLE:	FIELD_TITLE
2.		SERVICE AREA:			FIELD_DEPARTMENT
3.		PURPOSE OF DECISION
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4		IS KEY DECISION					FIELD_KEY
5.		DECISION MADE BY:					FIELD_DMTITLE
6.			DECISION:
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7.		REASON FOR DECISION
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8.		ALTERNATIVE OPTIONS CONSIDERED
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9.	DOCUMENT CONSIDERED:							Report of the FIELD_LEAD_DIRECTOR
10.	DECLARED CONFLICTS OF INTEREST:								FIELD_DECISION_OTHER2
Date Decision Made						Final Day of Call-in Period
FIELD_DATE_MADE						FIELD_CALLIN_EXPIRY

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