Decision

1. To approve the award of a three-year contract, with an option to extend for a further year, to Route 101 for the provision of a Contact Centre as a Service (CCaaS) solution using the NICE platform and associated telephony carrier services through the Crown Commercial Services (CCS) RM1557.14 G-Cloud 14 Framework, Lot 2 – Cloud Software, at an estimated value of £1,325,225 for three years or £1,696,272 if extended for the optional fourth year. Subject to completion of the required governance and implementation arrangements, the contract is expected to commence in September 2026 and run until September 2029, with the optional extension taking the contract to September 2030.
2. To delegate authority to the Chief Digital and Data Officer, in consultation with Finance, Legal and Procurement, to finalise the call-off documentation, implementation schedule and final licence volumes, provided that the agreed arrangements remain within the approved financial envelope and do not materially change the scope of the decision.
3. To approve the use of up to £320,000 for time-limited specialist implementation support on the Lambeth side to oversee and support the mobilisation, implementation, training, adoption, phased rollout and stabilisation of the CCaaS platform and telephony carrier services over the implementation period, with expenditure profiled indicatively as £170,000 in 2026/27, £110,000 in 2027/28 and £40,000 in 2028/29, subject to final affordability confirmation and drawdown controls agreed with Finance.