Issue details

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

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

Decision type: Key

Reason Key: Expenditure > £400,000;

Decision status: Recommendations Approved

Notice of proposed decision first published: 10/09/2021

Decision due: 20 Sep 2021 by Executive Director: Delivery, Executive Member for Culture, Delivery and Public Protection

Lead member: Executive Member for Culture, Delivery and Public Protection

Lead director: Executive Director: Delivery

Department: Delivery

Contact: Bobby Mulheir, Assistant Director: Customer Experience, Digital & IT Email: Tel: 01344 352096.

Consultation process



Not applicable.

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

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’.