Purpose

The purpose of the report is to recommend the
procurement of continued support and maintenance for the NYC system
and a standardised solution for business centres operated by
NYC.
Procurement of associated Workforce Management system to provide
telephony and agent management information for Customer Service
Centre
The decision required is to procure the preferred options.

Decision

The award of contracts for telephony and
associated workforce management system renewal to Opus Technology
Limited through CCS Framework RM6116 Framework Lot 4b Digital
Communication Services Technology

The contracts are for three years with option to extend for a
further two 12 months terms.

Reasons for the decision

NYC have introduced a Contact Centre as a
Service (CCaaS) solution for use by the Customer, Revenue and
Benefits service and this contract provides the functionality to
deliver the smaller remaining telephony requirement for NYC and
allows for existing telephone systems investment and numbers to
continue to be used.

Alternative options considered

The service cannot be provided in-house.

Market engagement was carried out for alternative suppliers but
there was found to be no benefit of an alternative solution for the
smaller remaining telephony estate. The preferred solution was
recommended to the Technology Solutions Review Board which was
approved.