Cambridge City Council - IVR Service

Cambridge City Council is looking to receive expressions of interest in providing a 24/7 IVR service to it's Customer Services department for the following services:

• Revenue Services

• Housing Benefit

• Council Tax Reduction

• Environmental Services

• Waste and Street services

• City Centre management

• Planning

The supplier should be able to provide outline scripts for customisation by Cambridge City Council for these services.

The IVR service should be able to collect data from customers using speech recognition and email this in real time to the customer.

It should also be able to text web-links to customers mobiles when requested.

The IVR system should be able to be modified on a scheduled as well as an ad hoc basis. Adhoc changes should be completed within 5 working days.

The supplier should be able to guarantee 99+% uptime and a resolution time of less than 4 hours for priority issues.

The suppliers system should be able to manage in excess of 90,000 calls per annum and be able to deliver a seem less service to the customers of Cambridge city Council specifically:

Customers should be able to easily navigate through the IVR

The transfer of calls back to Customer Services

Caller ID of customer numbers is retained.

Cambridge City Council should be able to receive automated reports on usage as well as be able to create customised reports on the following metrics - this is not an exhaustive list:

• Call volumes

• Call durations

• Call volumes by service/line

• Number of data collections

• Number of web link texts

Please provide examples of where this service has been delivered with other local authorities.

Please can you confirm you are able to deliver the above service as at a minimum.

Tender Documents

• Opportunity notice on Contracts Finder → — Tender notice
• Advert → — Tender notice