Councillor Dana Carlin, Cabinet Member for Finance and Corporate Services, approved the award of a contract for a new unified digital resident contact engagement platform. This decision aims to replace the council's existing Cisco telephony and Granicus systems, enhancing resident experience and driving digital transformation.

Provision of a Unified Digital Resident Contact Engagement Platform

The Cabinet Member approved the award of a contract to Supplier A for a unified digital engagement platform. This new system will replace the council's current Cisco telephony and Granicus CRM systems, which are deemed no longer fit for purpose. The contract, commencing in February 2025, will be for an initial period of five years with options to extend for a further two years, at a total cost of £1,546,163.

The decision was made to improve resident experience by offering 24/7 self-service options, resolving queries more efficiently, and providing better communication regarding query progress. The new platform will also support the council's digital transformation goals, contributing to savings targets and enabling a new customer service operating model. It is designed to streamline transactions, reduce staff workload, and provide enhanced data capabilities for predictive analytics and informed decision-making. The platform is also expected to improve accessibility for residents with disabilities and those who speak English as a second language, with translation functionality for over 100 languages.

During the meeting, Councillor Carlin raised several questions regarding the new system. She inquired if the platform had been trialled in other boroughs, to which it was confirmed that it had been extensively tested and is in use by several other local authorities. She also asked about the impact on other systems nearing their contract end, and was informed that this procurement would not affect those. Concerns were raised about internal expertise on the new software, and it was explained that while some staff possess the necessary skills, recruitment is underway to bolster the team. Councillor Carlin also requested updates on the next steps, with a key delivery date in June and a subsequent update planned for that month.

The alternative option of doing nothing was considered, which would involve maintaining the existing systems. However, this was deemed unviable due to the limitations of the current technology, integration challenges, and the significant increase in licensing costs upon contract expiry. The procurement process involved a mini-competition using the NHS Shared Business Services Framework, resulting in one tender response from Supplier A, which was evaluated positively by a panel comprising officers from Digital, Contact Centre, and Resident Experience teams, along with business stakeholders.

The new platform is anticipated to contribute significantly to the Excellent Resident Experience priority outcome within the Corporate Delivery Plan 2024-2026. It is also expected to lower the carbon intensity of operations through increased automation and efficiency, and potentially reduce printing and postage.

The decision was made in accordance with Contract Standing Order (CSO) 7.01b and 9.07.1d, which permit the Cabinet Member to award contracts of this value. The report confirmed that the procurement process was compliant with the Council's CSOs and the Public Contracts Regulations 2015. The council's Public Sector Equality Duty (PSED) under the Equality Act 2010 was also considered, with the new system expected to have positive impacts for all residents, particularly those with accessibility needs.

The meeting also noted the standard procedures regarding filming at meetings, apologies for absence, urgent business, and declarations of interest, with no declarations made on this occasion. Item 7 of the agenda, concerning exempt information related to the financial and business affairs of any particular person, was discussed with the press and public excluded.