Decision Maker: Exchequer Services Manager
Decision status: Recommendations Approved
Is Key decision?: No
Is subject to call in?: No
We plan to enter into a contract for a
Telephone Information Service for Revenues and Benefits
Our current contract for a Telephone
Information Service for Revenues and Benefits ends on 13 June 2023.
The service provides customers with information 24/7/365. In
addition, it points customers to self service by providing links in
an SMS and has a facility for customers to leave information. The
current line handles around 70,000 calls per year, with between 50
and 75% being handled by the line alone. If the line was removed it
is estimated that at least 3 FTEs would be required to handle the
additional calls, and there would be a loss of the out of hours
Alternative options would be
Removing the information line and bringing the work in house. We do not have the revenue budget to support this option and there would be a loss of out of hours service.
Developing our own information telephone line. This option would mean reinventing the wheel. We are not experts in information telephone lines, and do not have the resources required to develop and maintain such a system. It makes sense to buy in this specialist service.
Publication date: 16/03/2023
Date of decision: 16/03/2023