Issue details

Procurement of a Natural Language IVR solution

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

Decision type: Key

Reason Key: Expenditure > £500,000;

Decision status: Recommendations Approved

Notice of proposed decision first published: 03/02/2023

This decision will be taken under urgency procedures.

Reason for urgency:
The contract starts 27th February 2023 to ensure that the solution is implemented ahead of 01 April 2023, therefore there is an urgency for the contract to be signed prior to that date to ensure that the service is safe and legal ahead of the first day of the new Authority.

Contact: Laura Baxter, Category Procurement Officer Email: Email:

Consultation process

Not applicable.


Not applicable.



  • Procurement of a Natural Language IVR solution