Purpose

Award a contract to the successful third-party partner to deliver the provision of the contact centre platform including CRM, low-code, and AI capabilities

Decision

1. Appendices 1 to 4 and Annexes 1 and 3 – 5 are not for publication on the basis that it contains information relating to the financial or business affairs of any particular person (including the authority holding that information) as set out in paragraph 3 of Schedule 12A of the Local Government Act 1972 (as amended).
2. The Cabinet Member for Finance and Reform is asked to approve the award of a contract to the Preferred Supplier identified in Appendix 1 for the provision of Contact Centre Application.
3. The contract will be for an initial period of three (3) years with the option for extension by further period(s) up to two (2) years for the Contract Award Values included in Appendix 1 (the “Contract Award Values”).
4. To note that the contract term proposed as part of the award decision differs from term proposed within the procurement strategy report.
5. The procurement strategy paper originally proposed a contract term of five (5) years with an option to extend by a further three (3) years. The revised term proposed at recommendation 3 reflects a conscious decision to move away from longer contract durations.