Decision

The Director of Corporate Services has approved the direct award of a contract via the Government Commercial Agency (GCA) RM1775.14 G Cloud 14 framework Lot 3 to TTEC Consulting (UK) Limited.

The contract includes the delivery of a new customer advisor telephony platform, alongside definition of the future service experience by designing voice, digital and chatbot channel journeys for improving advisor productivity through unified tools and AI.

Award with effect from July 2026 for a period of 6 months at a total cost of £344,000.

Reasons for the decision

The current contract for telephony with Mitel expires in December 2026. The Council has therefore undertaken a procurement process under the Government Commercial Agency (GCA) RM1775.14 G Cloud 14 Framework lot 3 to award a contract for the delivery of a new customer advisor telephony platform, alongside definition of the future service experience by designing voice, digital and chatbot channel journeys for improving advisor productivity through unified tools and AI.

Alternative options considered

Do nothing:

·  The current contract for telephony with Mitel expires in December 2026. Failure to act now would result in this contract expiring without alternative provision

·  The Council has a requirement for migration of on-premises infrastructure to The Cloud (Technology Transformation Programme) and an appetite to modernise the various elements of our high volume, telephonic customer journey (Customer Journey Project). Failure to act now would not achieve either of these objectives