Purpose

This report sets out the proposed procurement strategy and award of contract to Netcall Technology Limited for the provision of a cloud-hosted omnichannel contact centre management platform.

The recommended procurement route and award of contract will be to call-off directly from the NHS Shared Business Solutions (NHSBS) framework Patient/Citizen Communication, Engagement and Hybrid Mail Solutions | SBS10521 - Lot 7, Combined Solutions, which provides best value and procurement compliance. The proposed contract term will be for an initial period of 3 years with 2 optional annual extension periods, for a total aggregated 5year contract value of £1,684,410 (excluding VAT) from 1st May 2026.

This combined procurement strategy and award report is being presented to the Executive Director Corporate Services, following consultation with the Cabinet Member of Finance and Cost of Living for approval in line with Contract Standing Orders.    

Decision

THAT, following consultation with the Cabinet Member for Finance and Cost of Living:

(i)                  The procurement strategy for a cloud-hosted omni-channel contact centre management platform, to be procured via a direct award, including a price weighting of 100%, for an initial contract term of three years with two optional 12-month extensions exercisable at the sole discretion of the Council, with an estimated aggregate value (including the extensions) of £1,684,410 (excluding VAT), be agreed; and

(ii)                The award of the contract, by way of a direct award, for a cloud-hosted omni-channel contact centre management platform to Netcall Technology Limited for an initial period of three years from 1st May 2026, with two optional 12-month extensions at the sole discretion of the Council, at a total estimated value of £1,684,410 (excluding VAT), be agreed.