Agenda, decisions and draft minutes

See guidance below.

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Any county councillor may, by giving notice to the Proper Officer by 9 am two working days before the meeting, ask a question on any matter in respect of the Cabinet Member’s delegated powers.

The number of questions which may be asked by any councillor at any one meeting is limited to two (or one question with notice and a supplementary question at the meeting) and the time for questions will be limited to 30 minutes in total. As with questions at Council, any questions which remain unanswered at the end of this item will receive a written response.

Questions submitted prior to the agenda being despatched are shown below and will be the subject of a response from the appropriate Cabinet Member or such other councillor or officer as is determined by the Cabinet Member, and shall not be the subject of further debate at this meeting. Questions received after the despatch of the agenda, but before the deadline, will be shown on the Schedule of Addenda circulated at the meeting, together with any written response which is available at that time.

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Members of the public who wish to speak at this meeting can attend the meeting in person or ‘virtually’ through an online connection.

Requests to speak must be submitted by no later than 9am four working days before the meeting.  Requests to speak should be sent to committeesdemocraticservices@oxfordshire.gov.uk .

If you are speaking ‘virtually’, you may submit a written statement of your presentation to ensure that if the technology fails, then your views can still be taken into account. A written copy of your statement can be provided no later than 9 am 2 working days before the meeting. Written submissions should be no longer than 1 A4 sheet.

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Cabinet Member: Corporate & Community Services

Forward Plan Ref: 2024/087

Contact: Clare Martin, Quality & Performance Manager

clare.martin@oxfordshire.gov.uk

Report by Executive Director of Resources

The information in this case is exempt in that it falls within the following prescribed categories: 

3. Information relating to the financial or business affairs of any particular person (including the authority holding that information) 

and since it is considered that, in all the circumstances of the case, the public interest in maintaining the exemption outweighs the public interest in disclosing the information. 

The appendix containing exempt information under the above paragraph is attached. 

The Cabinet Member is RECOMMENDED to

a)           Authorise the procurement and delivery of a suitable supplier to provide the council a Contact Centre as a Service (CCaaS) platform that can expand and contract as necessary; and

b)           Delegate authority to the Director IT Innovation and Digital Services, in consultation with the Head of Legal and Deputy Monitoring Officer and the Head of Procurement, to award a contract following the conclusion of the procurement exercise.

The Cabinet member considered a report, which indicated that the council used a management system known as Contact Centre as a Service (CCaaS) platform, that is currently used by the Customer Service Centre, to manage the flow of calls from members of the public and OCC staff to the appropriate team within the council. A CCaaS platform is fundamental to the efficient and effective running of a contact centre.

The existing contract is due to expire on 15 November 2024.The transition from existing commercial arrangements may require both contracts to run in parallel to ensure operational continuity. Budget provision for the new solution had been forecasted from the Capital Budget to cover implementation and transition costs.

RESOLVED to:

(a) Authorise the procurement and delivery of a suitable supplier to provide the council a Contact Centre as a Service (CCaaS) platform that can expand and contract as necessary; and

(b) Delegate authority to the Director IT Innovation and Digital Services, in consultation with the Head of Legal and Deputy Monitoring Officer and the Head of Procurement, to award a contract following the conclusion of the procurement exercise.