Purpose

The
Cabinet, in July 2024, decided to exit the Customer Services
element of the 5 Council’s (5Cs) contract with Capita and
bring the service back in-house.
 
This
decision enables the Council to have in place an effective and
efficient telephony and case management solution to manage customer
services from September 2025.
The
current system is outsourced, through the Capita 5Cs contract and
with the decision to exit that contract and bring the service
in-house, a council run telephony and case management system is
required. It is imperative that the council has a new telephony and
case management system in place by September 2025 for customers to
be able to
contact
the council with no disruption to service.
 
The
agreed proposal is to use a call off from the Patient/Citizen
Communications & Engagement Solutions Framework Agreement -
SBS10175, in line with procurement regulations.  Having utilised the above framework, the
recommendation is to award the contract for the future supply of
our customer services telephony and case management system from
September 2025.
 
 

Decision

To sign
the contract with Netcall to provide the telephony and case
management software for the council’s customer service
function.