Issue - decisions

1.               Recommendations

The Cabinet Member for Finance and Smart City approved the recommendation to bring the daytime corporate contact centre in-house for delivery alongside the housing management contact centre.

2.               Reasons for Decision

•        The current contract with Agilisys to manage the daytime corporate contact centre expires in November 2022. Following two contract extensions no further extensions can be granted.

•        A decision was required on the future operating model for the daytime corporate contact centre which needed to be agreed, planned and in place by November 2022 to ensure continuity of service.

•        Insourcing the daytime corporate contact centre will provide the Council with greater control of performance, resourcing and quality and opportunities to transform the way our customers interact with us.