The Chief Officer agreed to approve the waiver
of Contract Procedure Rules 8.1 and 8.2 and award a contract to
Netcall for the provision of an IVR system, for a period of three
years with the option to extend for a further period of 2x 12
months.
A number of alternative IVR systems have been assessed against the
Council’s requirements for suitability and compatibility with
the Council existing telephony system, and the IVR system from
Netcall was found to offer the best overall solution to meet the
Councils requirements.
To carry out a full procurement exercise to award a contract of
this low value (c.£8,000 p/a) would be costly and time
consuming, and would not represent best use of Council money and
resources. It would also delay implementation, which in turn would
impact the Councils ability to make immediate savings and improve
customer service.
Further details within attached waiver request of 23rd August
2018.