Decision details

Enterprise Telephony including IT Infrastructure, Architecture and Contact Centre

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: Yes






That the Executive:

a)    Approved the commencement of the procurement process to purchase and implement a new cloud-based telephony system (Software as a Service) for North Northamptonshire.


b)    Delegated authority to the Executive Member for Finance and Transformation in consultation with the Director of Transformation, to take any further decisions and /or actions required to conclude the procurement and implementation of the new system.



Reason for Recommendations:


a)    Replace the analogue lines and end of life telephony infrastructure, which in a number of areas, will cease to work as BT Openreach will decommission in 2024, with a digital network.


b)    Scalability: A cloud system does away with having to purchase expensive hardware or dedicated lines as the Council grows, which is key whilst disaggregation of services takes place from West to North.


c)    The Council will gain efficiencies from a unified telephony platform. It will enable services to make savings as a result of restructuring and harmonising their processes such as Customer Services team, Future ways of working


d)    Enable standardisation of telephony systems across NNC which makes it easy to adapt to changes in business operations.


e)    To align with the green agenda – the organisation will be greener because of this when the Council moves off the old infrastructure to a newer infrastructure that is more climate friendly i.e., energy efficiency



Alternative Options Considered – All the current telephony platforms across North Northants are separate, with a number of different suppliers and this causes a number of issues with services being able to create efficient processes and a good experience for residents. The current telephony infrastructure is also end of life and unscalable in majority of the Council’s legacy areas. BT Openreach will also switch off the analogue public telephone services; Public Switched Telephone Network (PSTN) and Integrated Services Digital Network (ISDN), which most sites utilise in 2024, moving to a digital Internet Protocol (IP) network ready for the future. Doing nothing is therefore not a viable option. Of the options for the new telephony platform, anew cloud-based telephony system (Software as a Service) to replace existing telephony systems is the preferred option as set out in this report.


Publication date: 19/05/2022

Date of decision: 19/05/2022

Decided at meeting: 19/05/2022 - Executive

Effective from: 27/05/2022

Accompanying Documents: