Decision details

Procure a cloud based contact centre system and extend its use to the emergency duty service (EDS)

       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

       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.

A number of different options were considered and set out within the report.

None