Issue - meetings

Amamda Beer (Chief Executive) and Pascal Blackburn-Clarke (Customer Experience and Relationship Manager) were in attendance for this item.

1.         Mr Jeffrey presented the proposed decision on the call centre procurement. KCC had continued to receive around half a million calls a year. The current contact centre had been extended the maximum numbers of times allowed under relevant procurement arrangements and it was due to expire in December 2025. It was explained that greater savings would be made if call volumes decreased year on year. Contract value would be between £17.5 to £21 million range.

2.         Further to questions and comments from Members, the discussion covered the following:

•        Members acknowledged how valuable and important it had been to keep the facility in place and enquired if an additionality had been added to the contract in terms of KPIs improvements and deliverables. Mrs Blackburn-Clarke explained the Market tests on technological solutions would be explored and KPI reviews that could be measured against historical performance had also been discussed.  Further detail would be available as the tender process progressed.

•        Members raised concerns about call response times and suggested that a notable improvement would be required in tandem with a strong KPI monitoring to deliver an efficient service. Mrs Blackburn-Clarke highlighted that the current contract in place prioritised emergency calls. Non-Emergencies had to wait longer. Penalties had been in place if KPIs were not be met on the existing contract.

•        Member concerns were noted by the Cabinet Member and Officers, the latter commenting that  technological solutions would be explored but these had been subjected to the same financial constraints and resourcing demands aspects of the contract.

RESOLVED that the proposed decision be endorsed, namely that the Cabinet Member for Communications and Democratic Services agree to:

1.      APPROVE the commissioning of a Contact Centre contract for up to 7 years (December 2025 – December 2032). Initial 4-year term, with the option of 3x one-year extensions

2.      DELEGATE authority to the Chief Executive in consultation with the Cabinet Member for Communications and Democratic Services, to take relevant actions, including but not limited to, awarding, finalising the terms of and entering into the relevant contracts or other legal agreements, as necessary, to implement the decision; and

3.      DELEGATE authority to the Chief Executive in consultation with the Cabinet Member for Communications and Democratic Services, to award extensions of the contract in accordance with the relevant clauses within the contract.