Purpose

The council currently holds a
contract and licences for Netcall's
Liberty Platform, which expires in November 2025.
 
The Liberty Platform currently
provides an omni channel contact centre and customer engagement
management system, a low code customer and enterprise development
platform, a robotic process automation engine.
 
Across Cumberland Council the
Liberty Platform provides the infrastructure that enables the
harmonised contact centre solution (telephony and email for
customer services) and over 100 in-house digital developments
including enterprise applications, case management, customer
self serve,
and customer relationship management. These developments are
business critical and have enabled improvement, efficiency saving,
rationalisation and transformation programmes.
 
The proposed decision is to
procure and award a new contract to Netcall for their Liberty Platform through a
compliant direct award under the CCS RM6285 framework. The contract
will have an initial term of 4 years, with two optional extensions
of 3 years each. This procurement will ensure continuity of
service, further development of the council's digital and customer
experience capabilities and enable the council’s
transformation and efficiency initiatives.