Purpose

Briz is the council's digital assistant. It helps residents get quick answers to common questions through the council's website and telephone service, supports self-service for routine enquiries, and provides access to information outside normal working hours. It also allows customer service advisers to focus on more complex enquiries that require personal support. The council awarded a contract for this service in September 2024, which included the option to extend the contract. This decision approves the first 12 month extension to maintain the service and avoid disruption to customer access.

Decision

To approve the first 12-month extension of the existing contract with ICS.AI Limited for the continued provision, support and maintenance of Briz, the council's digital assistant. The extension covers the period from 9 September 2026 to 8 September 2027 and will allow Briz to continue supporting residents through the council's website and telephone service.

Alternative options considered

Option 1: Do not extend the contract
This option was rejected because Briz would no longer be available through the council's website and telephone service when the current contract ends. Residents would lose access to automated support for routine enquiries, which would increase demand on customer service advisers and could increase waiting times for people seeking assistance. The council would also lose a service that helps residents access information outside normal working hours.
Option 2: Extend the existing contract (preferred option)
This option was approved because it allows the council to continue providing the Briz service without interruption. The contract was awarded in September 2024 and included the option to extend for up to two further 12-month periods.