Decision details

To agree the provision of revenue funding for the delivery of Contact Centre as a Solution (CCaaS)

Decision Maker: Cabinet

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: No

Purpose:

To inform Cabinet about the proposed arrangements to award BCP Council’s Contact Centre as a Solution (CCaaS) contract to a new supplier. To request that transformation funding allocated for the initial contract, becomes built into base budget to ensure that incoming phone calls to the Contact Centre can continue to be managed and that the Council is able to manage new customer channels in line with our Target Operating Model (TOM).

Decision:

RESOLVED that Cabinet: -

(a)             approved the letting of a CCaaS contract; and

(b)            agreed to include in the general fund base revenue budget of the Council, from 2024/25 onwards, the £169,000 annual costs of the CCaaS contract.

Voting: Unanimous

Portfolio Holders: Customer, Communications and Culture

                             Transformation and Resources

Reason

CCaaS is a key element of the BCP Contact Centre and fundamental to managing incoming calls. It will also enable BCP to move towards the delivery of the Customer Target Operating Model through the adoption of an omnichannel environment.

Report author: Fiona Hughes, Katie Lacey

Publication date: 30/09/2023

Date of decision: 27/09/2023

Decided at meeting: 27/09/2023 - Cabinet

Accompanying Documents: