Decision details

Procurement of a Natural Language IVR solution

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: No


To seek approval from Head of Delivery: Digital Transformation for the procurement of a natural language Interactive Voice Response (IVR) solution.


Madeline Hoskin, Assistant Director Technology, has approved the direct award the contract to Opus Telecoms under the CCS RM3808 Network Services 2 framework for a Natural Language IVR solution.

The value of the contract is anticipated to be £565,404.88. The contract will be for an initial period of 13 months, with the option to extend for a further 2 x 12 months. The potential maximum term is 37 months (13+12+12).

Reasons for the decision:

The Authority requires a new contract for a natural language IVR for the single golden number that comes into effect from 01 April 2023 to assist customers get where they need to be quickly and efficiently with minimal interaction and to avoid drop outs where possible.

Alternative options considered:

Alternative routes to market, including a contract variation, have been considered however utilising the direct award mechanism through the CCS RM3808 Network Solutions 2 framework has been identified as the most appropriate option for this procurement.

Publication date: 13/02/2023

Date of decision: 10/02/2023

Accompanying Documents: