URL: https://democracy.wirral.gov.uk/ieDecisionDetails.aspx?ID=6161

Decision Maker: Director of Finance

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Purpose:

Content: The Director of Finance has approved the award of a contract for a 3 month term with the option to extend for a further 3 months via the Crown Commercial Services Framework RM1775.14 - G Cloud 14 to Civica UK Ltd through their ‘On Demand’ services to assist with Council Tax and Benefits call handling, at a total value of £130,000.00.   The services operational position is unstable.  Resources are stretched to capacity. Call handling support is presently in place until 31/12/2025. Should this not continue service delivery will further deteriorate. The new Council Tax Reduction Scheme introduced in April 2025 failed to offer the efficiencies in process expected, impacting capacity negatively. The scheme is expected to change again with effect from April 2026 – high volumes of customer contact are expected in the interim.  The service is not resourced to absorb this. This ongoing position is further compounded by the still active move to a fit for purpose operating model.       The alternative is not to procure further support.  This has been considered and the anticipated detrimental impact evaluated, as described above. 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   OPG report Revenues & Benefits 7/12/2023 & updates DWP’s Housing Benefit Financial Resilience report June 2025 Anticipated DWP’s Housing Benefit Resilience Review report (Dec 2025) Revenues and Benefits Delivering Efficiencies Report 6/09/2024 Changing the CTax Reduction Scheme – report of DOF/ P & R 17/7/2024 Council Tax Reduction Scheme Proposed Changes Consultation : Council Tax Reduction Scheme 2026/27 Consultation  

Date of Decision: December 23, 2025