URL: https://councillors.knowsley.gov.uk/ieDecisionDetails.aspx?ID=7544

Decision Maker: Executive Director Resources (Stephan Van Arendsen) and Head of Information Technology (John Fairclough)

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Purpose:   The purpose of the report is to seek approval in accordance with Public Contracts Regulations 2015 Regulation 72(1) (a) and (b) to modify the call off contract with Cisilion Ltd for the Unified Communications and Contact Centre Solution:   to extend the contract term from 16 August 2025 to 15 August 2027, as provided for within the existing call off contract; and   to modify the scope by including additional licensing and professional services for Netcall Liberty RPA to support the Council’s AI Customer Service Chatbot programme and broader customer service automation across Council functions.   This modification is justified as the requirements of Public Contract Regulations 2015 Regulation 72(1) (a) and (b) (The Public Contracts Regulations 2015) are met as follows:   Public Contract Regulations 2015 Regulation 72(1)(a): The original call off contract was awarded under the CCS  Network Services 2 framework (RM3808, Lots 10 and 13) and includes a clearly defined option to extend for a further 24 months.  This extension provision is set out in the Framework Schedule 6 Order Form and may be exercised under Clause 10.2 of the CCS Core Terms, which form part of the call-off contract The scope, nature and conditions of this extension were set out in the initial procurement documentation, namely the call-off order, and do not alter the overall nature of the agreement. This report seeks to exercise that extension provision lawfully.   Public Contract Regulations 2015 72(1)(b): The additional Netcall Liberty RPA services now required were not included in the initial contract but have become necessary due to the development of the Council’s AI chatbot programme using Microsoft Copilot Studio. These RPA capabilities are required to deliver seamless automation of customer service processes. The use of Netcall Liberty RPA ensures technical interoperability with the existing Netcall platform, provides consistency of vendor support, and avoids significant cost and disruption that would result from introducing a separate automation provider.   A change of supplier for RPA at this stage would:   Require additional technical integration and duplication of implementation effort;   Introduce increased training, support, and compatibility risks;   Delay the delivery of planned customer-facing digital services.   The cost increase resulting from this modification is proportionate and does not exceed 50% of the original contract value.

Content:   The purpose of the report is to seek approval in accordance with Public Contracts Regulations 2015 Regulation 72(1) (a) and (b) to modify the call off contract with Cisilion Ltd for the Unified Communications and Contact Centre Solution:   to extend the contract term from 16 August 2025 to 15 August 2027, as provided for within the existing call off contract; and   to modify the scope by including additional licensing and professional services for Netcall Liberty RPA to support the Council’s AI Customer Service Chatbot programme and broader customer service automation across Council functions.   This modification is justified as the requirements of Public Contract Regulations 2015 Regulation 72(1) (a) and (b) (The Public Contracts Regulations 2015) are met as follows:   Public Contract Regulations 2015 Regulation 72(1)(a): The original call off contract was awarded under the CCS  Network Services 2 framework (RM3808, Lots 10 and 13) and includes a clearly defined option to extend for a further 24 months.  This extension provision is set out in the Framework Schedule 6 Order Form and may be exercised under Clause 10.2 of the CCS Core Terms, which form part of the call-off contract The scope, nature and conditions of this extension were set out in the initial procurement documentation, namely the call-off order, and do not alter the overall nature of the agreement. This report seeks to exercise that extension provision lawfully.   Public Contract Regulations 2015 72(1)(b): The additional Netcall Liberty RPA services now required were not included in the initial contract but have become necessary due to the development of the Council’s AI chatbot programme using Microsoft Copilot Studio. These RPA capabilities are required to deliver seamless automation of customer service processes. The use of Netcall Liberty RPA ensures technical interoperability with the existing Netcall platform, provides consistency of vendor support, and avoids significant cost and disruption that would result from introducing a separate automation provider.   A change of supplier for RPA at this stage would:   Require additional technical integration and duplication of implementation effort;   Introduce increased training, support, and compatibility risks;   Delay the delivery of planned customer-facing digital services.   The cost increase resulting from this modification is proportionate and does not exceed 50% of the original contract value. (i)            That, in accordance with Public Contract Regulations 2015 Regulation 72(1)(a), the call off contract with Cisilion Ltd for the Unified Communications and Contact Centre Solution be modified by extending the term as provided for within the existing call off contract as set out in the Framework Schedule 6 Order Form and exercised in accordance with Clause 10.2 of the Crown Commercial Service (CCS) Core Terms from16 August 2025 to 15 August 2027; and   (ii)           That, in accordance with Public Contract Regulations 2015 Regulation 72.(1)(b), the call off contract with Cisilion Ltdfor the Unified Communications and Contact Centre Solution be modified by extending the scope to include additional licensing and professional services for Netcall Liberty Robotic Process Automation (RPA) to support the Council’s AI Customer Service Chatbot programme and broader customer service automation across Council functions; and   (iii)          That the Procurement Team be authorised to issue the relevant contract modification documentation.     Do Nothing: This option was considered and rejected because it would result in the contract expiring on 15 August 2025. This would pose a significant risk to the continuity of core telephony and customer contact services across the Council. Additionally, it would prevent the implementation of critical automation capabilities required to support the rollout of Microsoft Copilot Studio chatbots within Customer Services and other Council departments, limiting opportunities for digital service improvement and operational efficiency.   Seek Competition (Quotation / Tender): This option was also rejected. The current call off contract was procured through the compliant Crown Commercial Services Network Services 2 framework (RM3808), includes a valid extension clause as set out in the Framework Schedule 6 Order Form and Clause 10.2 of the CCS Core Terms, and the supplier has performed satisfactorily throughout the term. Re-tendering at this stage would introduce unnecessary delay, cost, and administrative burden. Furthermore, the additional Liberty RPA modules required are compatible with the Council’s existing technology architecture and are essential to the delivery of the wider AI-driven automation programme using Microsoft Copilot Studio. Procuring this functionality from another vendor would require duplicative integration work, incur further licensing costs, and introduce technical and operational risk to delivery timelines.   In-House Delivery of Robotic Process Automation (RPA): The option to deliver the full Robotic Process Automation (RPA) capability in-house was considered. However, this was rejected due to the Council not having the required technical infrastructure or accredited development expertise to implement and support a standalone RPA solution at scale. While the Council’s internal IT Exploitation Team will lead on integrating Liberty RPA with chatbot services built in Microsoft Copilot Studio, the underlying Liberty RPA platform and associated services must be delivered by the supplier under licence. This ensures access to vendor-supported tools, secure deployment models, and professional services required for configuration and implementation. Developing a fully in-house RPA service would require significant investment in technical platforms, software licensing, staff recruitment, and specialist training which is not feasible within the current timeframe or available resources. The proposed contract modification allows the Council to progress with its digital automation programme using a proven RPA solution, while retaining internal ownership of service design and integration.  

Date of Decision: August 5, 2025