URL: https://cumberland.moderngov.co.uk/ieDecisionDetails.aspx?ID=664

Decision Maker: Portfolio Holder - Digital Connectivity and Security

Outcome:

Is Key Decision?: Yes

Is Callable In?: No

Purpose: The council currently holds a contract and licences for Netcall's Liberty Platform, which expires in November 2025.   The Liberty Platform currently provides an omni channel contact centre and customer engagement management system, a low code customer and enterprise development platform, a robotic process automation engine.   Across Cumberland Council the Liberty Platform provides the infrastructure that enables the harmonised contact centre solution (telephony and email for customer services) and over 100 in-house digital developments including enterprise applications, case management, customer self serve, and customer relationship management. These developments are business critical and have enabled improvement, efficiency saving, rationalisation and transformation programmes.   The proposed decision is to procure and award a new contract to Netcall for their Liberty Platform through a compliant direct award under the CCS RM6285 framework. The contract will have an initial term of 4 years, with two optional extensions of 3 years each. This procurement will ensure continuity of service, further development of the council's digital and customer experience capabilities and enable the council’s transformation and efficiency initiatives.  

Content: The council currently holds a contract and licences for Netcall's Liberty Platform, which expires in November 2025.   The Liberty Platform currently provides an omni channel contact centre and customer engagement management system, a low code customer and enterprise development platform, a robotic process automation engine.   Across Cumberland Council the Liberty Platform provides the infrastructure that enables the harmonised contact centre solution (telephony and email for customer services) and over 100 in-house digital developments including enterprise applications, case management, customer self serve, and customer relationship management. These developments are business critical and have enabled improvement, efficiency saving, rationalisation and transformation programmes.   The proposed decision is to procure and award a new contract to Netcall for their Liberty Platform through a compliant direct award under the CCS RM6285 framework. The contract will have an initial term of 4 years, with two optional extensions of 3 years each. This procurement will ensure continuity of service, further development of the council's digital and customer experience capabilities and enable the council’s transformation and efficiency initiatives.  

Date of Decision: September 30, 2025