Decision details

The Council’s current contract with Mitel telephony infrastructure and Micollab software to operate its contact centre with third party support from N G Bailey expires September 2024.  The Council needs to procure and have a replacement system in place by no later than August 2024 to enable seamless service delivery and to ensure business continuity.

Members considered the Procurement of Contact Centre System report presented by Councillor Tierney.

Councillor Tierney commented that whilst a new system will allow the Council to collect data which can be used to drive service improvements and provide greater efficiency, he does understand that call systems can often be a source of frustration to the public, but he will endeavour to ensure that this does not happen.

Cabinet AGREED that Fenland District Council contract with the preferred bidder once the tender evaluation process has been completed for the provision of its Contact Centre and Telephony Solution via the Crown Commercial Services R6117 Lot b / c framework arrangements.