Issue - meetings

This report concerns the procurement of an Automated Call Distribution (ACD) system to replace the existing solution provided to the council by Interactive Intelligence. This report requests approval, as required by Contract Standing Orders 88 and 89, to invite tenders in respect of a solution to enable the council to manage and handle incoming telephone calls, customer emails, webchat and social media customer interaction.

(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.

Councillor Pavey (Lead Member, Resources) introduced the report from the Chief Finance Officer which concerned the procurement of an Automated Call Distribution (ACD) system to replace the existing solution provided to the council by Interactive Intelligence. Approval was requested, as required by Contract Standing Orders 88 and 89, to invite tenders in respect of a solution to enable the council to manage and handle incoming telephone calls, customer emails, webchat and social media customer interaction. Councillor Pavey assured that officers would be working closely with IT to ensure the specification met requirements.

RESOLVED:

(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 from the Chief Finance Officer;

(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.