Future delivery of Customer Contact Centre
Consideration was given to a report of the Assistant Director - Information, Customers & Communities, detailing options for the future operation of the Customer Contact Centre.
Whether to bring the contract in house or undertake a full procurement exercise for a contact centre provider.
1. That approval be given to the future direction of the Customer Contact Centre, as detailed within the recommendations of the submitted report.
2. The Director of Neighbourhoods in consultation with the Portfolio Holder for Resources to conclude negotiations with Agilisys to ensure smooth cessation of the contract and to agree any contractual, commercial, staffing and TUPE arrangements. That the Assistant Director (Legal Governance & Workforce) is authorised to prepare and enter into all necessary documents to give effect to this decision.
3. Authorises the Director of Neighbourhoods in consultation with the Portfolio Holder for Resources to conclude arrangements for delivery of out of hour’s calls.
Reason for recommendation
The current Contract with Agilisys expires at the end of March 2021 and it is necessary to decide to determine the future direction.