Decision

Procurement of the Netcall Customer Engagement
Platform and Contact Centre as a Service Solution as from 8th
October 2025.

Reasons for the decision

The procurement of the Netcall Customer
Engagement Platform (including CRM and Contact Centre as a Service)
is essential to modernise and unify customer service operations
across North Yorkshire Council. The platform will enable improved
case management, streamlined customer records, and enhanced digital
engagement. It supports the Council’s strategic goals for
digital transformation, efficiency, and citizen-centric service
delivery.

The decision follows a thorough evaluation of market options and
aligns with the Council’s technology roadmap and budgetary
planning.

Alternative options considered

Do nothing – Rejected due to continued
inefficiencies and fragmented customer service systems.

Extend existing legacy systems – Rejected due to lack of
scalability, poor integration capabilities, and high long-term
maintenance costs.

Procure alternative platforms – Other vendors were evaluated
but Netcall was selected based on functionality,
cost-effectiveness, integration with existing infrastructure, and
alignment with Council priorities.