Decision details

Procurement of the Netcall Customer Engagement Platform and Contact Centre as a Service Solution as from 8th October 2025.

The procurement of the Netcall Customer Engagement Platform (including CRM and Contact Centre as a Service) is essential to modernise and unify customer service operations across North Yorkshire Council. The platform will enable improved case management, streamlined customer records, and enhanced digital engagement. It supports the Council’s strategic goals for digital transformation, efficiency, and citizen-centric service delivery.

The decision follows a thorough evaluation of market options and aligns with the Council’s technology roadmap and budgetary planning.

Do nothing – Rejected due to continued inefficiencies and fragmented customer service systems.

Extend existing legacy systems – Rejected due to lack of scalability, poor integration capabilities, and high long-term maintenance costs.

Procure alternative platforms – Other vendors were evaluated but Netcall was selected based on functionality, cost-effectiveness, integration with existing infrastructure, and alignment with Council priorities.