Purpose

This report seeks approval of the procurement strategy and award
of cloud-hosted technology for the Council’s contact centre
and associated services.
 
The aim of this contract is to provide the technology that will
help manage engagement with customers/citizens across multiple
channels, such as voice, email, chat, and social media. The
platform will integrate with the Council’s existing Customer
Relationship Management (CRM) system and support the
Council’s external Customer facing Contact Camden Contact
centre; Council’s internal IT service desk and the Housing
Repairs contact teams.
 
This recommended award is to call off from NHS Commercial
Solutions, Patient and Healthcare Communications and Related IT
Services Framework Agreement for a period of 3 years for a total
value of £494,358 from 1st August 2023
 
 

Content

THAT the Chief Digital and Information Officer approves:
1.       The proposed
procurement strategy with a contact term of 3 years using an NHS
Commercial Solutions Framework as described in the report
2.       The award of
the contract to Netcall PLC for a period of 3 years for the sum of
£498,358.