Decision details

The purpose of the report is to recommend the procurement of continued support and maintenance for the NYC system and a standardised solution for business centres operated by NYC.
Procurement of associated Workforce Management system to provide telephony and agent management information for Customer Service Centre
The decision required is to procure the preferred options.

The award of contracts for telephony and associated workforce management system renewal to Opus Technology Limited through CCS Framework RM6116 Framework Lot 4b Digital Communication Services Technology

The contracts are for three years with option to extend for a further two 12 months terms.

NYC have introduced a Contact Centre as a Service (CCaaS) solution for use by the Customer, Revenue and Benefits service and this contract provides the functionality to deliver the smaller remaining telephony requirement for NYC and allows for existing telephone systems investment and numbers to continue to be used.

The service cannot be provided in-house.

Market engagement was carried out for alternative suppliers but there was found to be no benefit of an alternative solution for the smaller remaining telephony estate. The preferred solution was recommended to the Technology Solutions Review Board which was approved.