The Cabinet Member Signing meeting on Tuesday 24 March 2026 was scheduled to discuss a proposed variation to a contract for a unified digital engagement platform. This variation would increase the contract's value to enhance the platform's capabilities and ensure it can meet resident demand.

Unified Digital Engagement Platform Contract Variation

The meeting was scheduled to consider a proposed variation to the contract with Netcall Technology Ltd for the provision of a unified digital engagement platform. This platform is intended to replace the council's existing Cisco telephony and Granicus systems. The proposed variation seeks to increase the contract value by £772,500, bringing the total contract value to £2,317,500. This increase is intended to allow for the purchase of professional services necessary to achieve Service Modernisation outcomes and savings.

The report pack indicated that the original contract, which commenced on 21st February 2025, was for an initial period of five years, with options to extend for a sixth and seventh year. The report highlighted that the additional investment is necessary to fully unlock the scale of financial and operational benefits identified during the Service Modernisation Portfolio's work. It was noted that the existing systems are no longer fit for purpose, and continuing with them would hinder the Council's ability to meet its strategic objectives.

The variation aims to ensure the platform can deliver the agreed £2.8 million in savings for the next financial year, with projections for increased savings in subsequent years. A key reason for the proposed increase in contract value is an urgent operational requirement to boost the number of concurrent users (licences) and SIP channels¹ within the platform. Demand modelling indicated that higher capacity is essential to effectively manage resident demand and avoid longer call wait times, reduced service levels, and potential reputational damage.

The report pack stated that no viable alternatives were identified, as the Council is contractually committed to the Unified Digital Engagement Platform with Netcall Technology Ltd. Procuring an alternative system or reverting to legacy platforms was deemed impractical due to significant additional expense and potential disruption.

The proposal was presented as supporting key Council priorities, including financial sustainability through automation and efficient contact handling, and improving resident experience by reducing call waiting times and enhancing accessibility. It was also noted to align with The Haringey Deal, aiming to strengthen how the Council engages with residents through improved communication.

The report pack also detailed the financial implications, with the increased system capacity to be met from the Digital Services revenue budget, subject to budget approval. A portion of the additional funds is designated as contingency for future spend on additional modules and integrations, with any drawdown requiring separate approval.

In terms of procurement, the original contract was awarded following a mini-competition under the NHS Shared Business Service framework, in compliance with the Public Contracts Regulations 2015. The proposed variation was stated to be within the permitted parameters for contract modification under Regulation 75, as the value of the variation is less than 50% of the original price.

The report pack also addressed the Public Sector Equality Duty (PSED) under the Equality Act 2010. It was noted that the Netcall platform adheres to WCAG 2.2 accessibility standards and includes translation functionality for over 100 languages in its chatbot feature. This is intended to improve accessibility for all residents, including those with visual impairments and speakers of English as another language (EAL).

The meeting was also scheduled to consider the exclusion of the press and public for a portion of the discussion regarding the provision of the unified digital engagement platform, as it was likely to contain exempt information relating to financial or business affairs.