Purpose

To consider the recommendation of the report in relation to the extension of a contract for the provision of case management.

Decision

It was RESOLVED that Cabinet:

(a)            Entered into a call-off contract with Netcall Technology Limited under NHS SBS Framework Agreement SBS10521 for the provision of the Liberty CX platform for an initial period of 2 years from the date of execution, at a committed contract value set out in Appendix 1, paragraph 1.1 (excluding VAT), with an option to extend for a further 12 months at an additional cost set out in Appendix 1,paragraph 1.2 (excluding VAT), giving a total maximum contract value set out in Appendix 1, paragraph 1.3 (excluding VAT);

(b)            Executed the contract under seal in accordance with Contract Standing Order Rule 19.3.6; and

(c)            Approved the associated budget provision as set out in Section 5 of this report.

Reasons for the Decision

Sought authority to enter into a new call-off contract with Netcall Technology Limited for the provision of the Liberty CX platform (comprising contact centre, citizen hub, process mapping, and robotic process automation services) via a direct award under NHS SBS Framework Agreement SBS10521 (Patient/Citizen Communication Engagement & Hybrid Mail Solutions).

Alternative Options Considered

Not entering into the contract would result in the Council losing access to its  contact centre platform and citizen services applications. Key services  including waste management reporting, complaints handling, and the IT  helpdesk would be severely disrupted. A replacement procurement and  implementation exercise would take an estimated 12–18 months.