Decision
Analysis
outcome: The Director of Finance approved the contract with a 3-month term, extendable for a further 3 months, with a maximum value of £219,470.
summary: The decision involves awarding a contract to Civica UK Limited for revenues and benefits processing and call handling to manage increased demand due to changes in the Council Tax Reduction Scheme.
topline: The Director of Finance has decided to award a contract to Civica UK Limited to manage increased demand for revenues and benefits processing due to changes in the Council Tax Reduction Scheme.
reason_contentious: This issue may be contentious as it involves changes in the Council Tax Reduction Scheme that will impact low-income households, potentially leading to increased liabilities and demand for services.
affected_stakeholders: ["low-income households", "Civica UK Limited", "Council"]
contentiousness_score: 6
political_party_relevance: There are no explicit mentions of political parties or influence in the decision.
URL: https://democracy.wirral.gov.uk/ieDecisionDetails.aspx?ID=6042
Decision Maker: Director of Finance
Outcome:
Is Key Decision?: No
Is Callable In?: No
Purpose:
Content: The Director of Finance has approved the award of a contract with a 3 month terms with an option to extend for a further 3 months for revenues and benefits processing and call handling to Civica UK Limited via the Crown Commercial Services Lot 2 - Cloud 14 Framework Agreement - RM1557.14 /G with a maximum contract value of £219, 470 based on a 6 month contract term. The new Council Tax Reduction Scheme increases the amount of Council Tax low income, working age households will have to pay, with many having a liability for the first time since the scheme was originally introduced. The change saw a significant spike in demand at main billing, the same is expected as the Council contacts those who are in arrears, seeking payment. The appointment of Civica UK Ltd to provide services of revenues and benefits processing and call handling will provide the Council with additional capacity to manage the anticipated, significant increase in customer contact and demand as the Council initiates the first fully recovery cycle since the introduction of its new Council Tax Reduction Scheme. The alternative is not to procure further support. This has been considered and the anticipated detrimental impact on service delivery evaluated. The decision has been taken under Part 3 Section C - Overview and Scheme of Delegations of Authority to Officers as the decision is not reserved to a Committee or Sub-Committee and the Director is satisfied that paragraphs 2(a) to 2(c) apply. Background Papers · WIRRAL CTR BANDED SCHEME EASY GUIDE 2025 · Changing the CTax Reduction Scheme – report of DOF/ P & R 17/7/2024 (Public Pack)Agenda Document for Policy and Resources Committee, 17/07/2024 18:00 · Revenues and Benefits Delivering Efficiencies Report 6/09/2024 (Public Pack)Agenda Document for Policy and Resources Committee, 17/07/2024 18:00
Date of Decision: July 3, 2025