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The Chief Digital
Information Officer gave approval to award a new contract using Lot
13 of the Network Services 2 (RM3808) established by Crown
Commercial Services (CCS) to Virgin Media Business Limited for a
Contact Centre as a Service Solution for the initial period 1st
July 2023 to 30th June 2028 with the option to extend for a further
2 years. The total cost of the contract including any extensions is
£ 3,312,450.26 (excluding VAT).

The decision to award this contract was a consequential decision of
the Key Decision and is being published as Significant Operational
Decision for transparency and is not subject to call in. The
Director of Resources and Chief Financial Officer approved a
decision (D55937), published on 17thJanuary 2023, to enable this
requirement to be tendered
(https://democracy.leeds.gov.uk/ieDecisionDetails.aspx?ID=55937).

Following a further competition exercise using Lot 13 of the
Network
Services 2 (RM3808) established by Crown Commercial Services
(CCS)
and, in accordance with the Council’s Procedure Rules, this
report seeks
approval to award a Call-off Contract for the procurement of a
Contact
Centre as a Service Solution to Virgin Media Business Limited for a
period of 5 years with an option to extend for a further 2 years.
The maximum contract period will be 7 years in total if all
extension options are taken.

The contact centre has approx. 220 concurrent agents / 600 named
agents taking calls from users across the city. Currently, the main
user of the Contact Centre is the Council’s Customer service
centre (the Council’s primary customer-facing team), but
there are smaller teams using the contact centre including Housing,
Environmental Health and Social Care.

The Council commenced a further competition exercise on 26th
January 2023 seeking bids from suppliers with a view to awarding a
contract to a single Contractor for the procurement of a Contact
Centre as a Service Solution via the CCS Network Services 2
Framework Agreement (RM3808).