Issue details

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

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.

Decision type: Non-key

Decision status: Recommendations Approved

Wards affected: (All Wards);

Notice of proposed decision first published: 10/11/2014

Decision due: 21 May 2014 by Deputy Leader and Cabinet Member for Resources and Performance