Decision details

To agree the procurement of the Customer Services Automated Call Distribution (ACD) Telephone system as the previous contract has come to an end. The value of the contract over five years means makes a formal competitive procurement process necessary. It is expected the new contract will start from 1 April 2015.

(i)         that approval be given to invite tenders for an Automated Call distribution (ACD) solution to enable the council to manage and handle incoming telephone calls, customer emails, webchat and social media customer interaction on the basis of the considerations set out in paragraph 3.6 of the report;

(ii)        that approval be given to the evaluation of the tenders referred to in (i) above on the basis of the evaluation criteria set out in paragraph 3.6(vi) of the report;

(iii)       that approval be given to a waiver from Contract Standing Orders for the requirement to seek written quotations and to give approval to the direct award of a short-term contract to Interactive Intelligence for a period of six months in the circumstances and for the reasons set out in paragraph 3.7 of the report.