URL: https://democracy.sheffield.gov.uk/ieDecisionDetails.aspx?ID=5076

Decision Maker: Chief Operating Officer

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Purpose: The Council contracts with provider Content Guru under a managed service contract for the provision of cloud-based telephony system that supports the Council’s contact centre, phone services and call routing for several critical services. This telephony system also connects with Council systems to deliver automated self-service and webchat functionality.   The managed service contract commenced on 1 August 2023 and was expected to end on 31 July 2026.   Approval was sought to commission a new three-year contract for the cloud-hosted telephony system, with the option to extend for one further year, at a total estimated value of £3,431,073 excluding VAT.  

Content: The Council contracts with provider Content Guru under a managed service contract for the provision of cloud-based telephony system that supports the Council’s contact centre, phone services and call routing for several critical services. This telephony system also connects with Council systems to deliver automated self-service and webchat functionality.   The managed service contract commenced on 1 August 2023 and was expected to end on 31 July 2026.   Approval was sought to commission a new three-year contract for the cloud-hosted telephony system, with the option to extend for one further year, at a total estimated value of £3,431,073 excluding VAT.   The commission of a contract for the cloud-based telephony system service for the duration of 3 years, with the option to extend for one year at the total estimated value of £3,431,073 excluding VAT. The current contract for the cloud-based telephony system is coming to an end.   Alternative Option 1: Allow the existing contract to expire without commissioning a replacement provider. This is not an option; the Council requires a cloud-hosted telephony System to support and underpin its critical services and other routine daily activities; this option would have a significant and adverse impact on the range of Council services described in this report as reliant on the cloud- hosted telephony system.   Alternative Option 2: Extend the current contract Whilst the current contract includes a 12-month extension option, this would only provide a short-term continuation and defer the need for a longer-term commissioning decision.    A new three-year contract, with a one-year extension option, provides greater service stability, commercial certainty and continuity for a platform that supports critical Council services, the Future Sheffield Programme, the Council’s Digital Strategy and the development of the Core Customer Hub.   Using the CCS G-Cloud 14 framework provides a compliant route to market and enables the Council to retain the incumbent provider, avoiding the additional cost, resource commitment, operational disruption and technical migration risk associated with moving platform.   Alternative Option 3: Insourcing the service This is not a viable option as it is not practical for the Council to host and maintain telephony infrastructure, and it does not align with the Council's cloud-first IT strategy.  

Date of Decision: July 26, 2026