On 14 November 2023. Cabinet:-
(i) Noted the findings and
insights of the Customer Service Programme and EAP, from the Discovery phase as
detailed in the report, to inform and validate the riskiest assumptions,
specifically but not limited to, realisation of the potential 30% financial
efficiency, which has been capped below the EAP’s average 50-60% efficiency
rate in order to validate the benefit realisation opportunities demonstrated by
the initial automation proof of concept pilot, before committing to full
implementation of a voice automation solution;
(ii) Noted by bringing
forward voice automation implementation, whilst the discovery work confirmed
the technical operability of voice automation and the existing telephony
platform (contract end June 2024), any procurement activities would need to
ensure a requirement for voice automation forms part of the scope;
(iii) Approved the forecast
implementation budget of £1.75m, as defined in the report, to invest to save
the flexible use of capital receipts to deliver a full voice automation
solution with potential to realise a saving of c.£240k (gross, full year
effect) / 30% efficiency;
(iv) Approved the drawdown of
£250k through flexible use of capital receipts as approved by the Section 151
Officer of the forecast £1.75m full implementation budget to deliver an initial
voice automation proof of concept pilot phase with the defined group of
services to demonstrate the value and benefits of the solution;
(v) Delegated authority to
the Director for Strategy Equality, Strategy & Partnerships, the Assistant
Director Development and Commercial or their delegate in conjunction with the
Chief Finance Officer or their delegate, and the City Solicitor or their
delegate, to approve the procurement strategy and selection of successful
bidder(s) following the conclusion of the tender process and to execute the
necessary contractual documentation to effect this outcome.
THE DEADLINE FOR CALL IN IS 1600
HOURS ON MONDAY 20 NOVEMBER 2023.