Decision details

Procurement of the Contact Centre On-Premise Replacement - CCaaS

Reference: D55937

Decision Maker: Director of Resources

Is Key decision?: Yes

Is subject to call in?: Yes


To procure and award a contract for the Contact Centre as a Service


The Director of Resources gave approval to procure a new contract for the Contact Centre as a Service.  A further competition will be run under CCS Framework RM3808 Network Services 2 (Lot 13). The awarded contract will be for a period of 5 years plus 2 x 12 month extensions and is estimated to be valued at around £5.7m.


Reason Key: Financial Impact>£500K;

Wards Affected: (All Wards);

Other reasons / organisations consulted

Involves consultees with internal service users, procurement and suppliers.

Contact: Victor Longfield, Project Manager 0113 37 85980 Email:

Publication date: 09/01/2023

Date of decision: 17/01/2023

Effective from: 25/01/2023

Accompanying Documents: