Decision details

Variation to CSG Contract for the inclusion of Deferred Services to the Contact Centre

Decision Maker: Deputy Leader and Cabinet Member for Resources and Performance

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: Yes


Libraries calls, along with children’s service duty rota and fostering calls were identified in the contract as “Deferred Services” within the Customer Service Output specification and should have been transferred as an agreed change following service commencement. However, due to the delays in signing the contract the calls were transferred into the contact centre by the Council prior to the Contract Service Commencement Date for CSG and without formal agreement. This now necessitates a formal variation to the contract to adjust for the increased call volumes.

Publication date: 10/11/2014

Date of decision: 21/05/2014

Effective from: 02/06/2014

Accompanying Documents: