URL: https://democracy.southend.gov.uk/ieDecisionDetails.aspx?ID=1572

Decision Maker: Cabinet Member for Technology, Learning and Customer Services

Outcome:

Is Key Decision?: Yes

Is Callable In?: Yes

Purpose: Cabinet Member approval is sought for the award of a contract for the replacement of the Council’s telephony and contact centre platforms.

Content: Cabinet Member approval is sought for the award of a contract for the replacement of the Council’s telephony and contact centre platforms. 1. That the award of the contract for the replacement telephony and contact centre platform to the second-ranked bidder from the completed procurement process, for an initial term of 3 years from the contract commencement date, with the option to extend for up to a further 2 years, be approved.   2. That authority be delegated to the Executive Director for Strategy and Change, in consultation with the Section 151 Officer and Monitoring Officer, to finalise and agree the contractual documentation required to complete the award, provided that it remains consistent with the procurement outcome, approved budget and terms of this decision.   3. That authority be delegate to the Executive Director for Strategy and Change, in consultation with the Cabinet Member for Technology, Learning and Customer Services, to exercise the contractual extension options of up to two further years, subject to satisfactory supplier performance, continued service requirement, affordability and compliance with the terms of the contract. The proposed award to the second-ranked bidder provides a compliant route to implementing the replacement solution, maintaining service continuity and avoiding the delay and additional resource requirements associated with restarting the procurement.   1. Proceed with Vodafone: Not recommended. Vodafone was originally identified as the preferred bidder, but the Counncil has been unable to agree contractual terms that are consistent with the tendered and evaluated position. Accepting material post-tender changes would create procurement and legal risk and would reduce confidence in delivery.   2. Restart the procurement: Not recommended. A new procurement would introduce significant delay, increase officer and supplier effort, defer delivery benefits and increase the risk of continued dependence on ageing telephony infrastructure during a period of organisational change.

Date of Decision: August 18, 2026