Decision details

Cloud- Hosted (Multi-Channel) Contact Centre System - Contract Award

Decision Maker: Executive Director: Delivery, Executive Member for Culture, Delivery and Public Protection

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: Yes

Purpose:

To seek approval to award the contract for the provision of a Cloud-hosted, multi- channel contact centre system.

Decision:

That the contract for the Cloud-hosted Contact Centre System is awarded to Tenderer A.

Reasons for the 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.

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. 

Interests and Nature of Interests Declared:

None.

Reason Key: Expenditure > £400,000;

Financial Impact: The one-off cost to implement this project will be funded from the ‘ICT Transformation Reserve’. This reserve was created to help manage the implementation of the ICT Strategy which sees a move from a Capital to a Revenue based funding model. Currently there is no budget provision for the additional £45k annual software licence fee and this will need to be reported as a future pressure on the department’s revenue budget. Any expenditure in the current financial year will also be covered by the ‘ICT Transformation Reserve’.

Declarations: None.

Subject to Urgent Proceedings: No.

Making Representations: In writing to the Executive Director: Delivery.

Other reasons / organisations consulted

None.

Consultees

Not applicable.

Contact: Bobby Mulheir, Assistant Director: Customer Experience, Digital & IT Email: bobby.mulheir@bracknell-forest.gov.uk Tel: 01344 352096.

Publication date: 20/09/2021

Date of decision: 20/09/2021

Effective from: 28/09/2021

Accompanying Documents: