Derby City Council hires Maintel to manage contact centre

Maintel has signed a two year managed service contract with Derby City Council to support its Cisco and Mitel contact centre telephony platforms.

Maintel will provide proactive monitoring and a service delivery manager, as well as 24/7 support and vendor software assurance. As a result, said Derby, this will drive efficiencies and increase flexibility.

The Maintel managed support service will in part replace a facilities management contract, which the council decided to terminate in order to bring the responsibility for contracting the contact centre support back in house.

Maintel won the contract through a tender process which was carried out via the Network Services framework agreement (RM1045), a public sector procurement framework covering network and telecommunications services. Maintel is an approved supplier in nine out of the ten lots.

Maintel CEO Eddie Buxton said: “The flexible offering we will provide to Derby City Council is very much personalised and adapted to suit its particular needs. We’ve long been a trusted partner in the public sector, and it was our expertise in part that won us this contract.

“Our technical skills in particular can support public sector organisations to adapt to the changing needs of the public who rely on their services.”

Mark Fairweather, head of ICT at Derby City Council, said: “We chose Maintel as a respected supplier on the RM1045 framework. With an estate of this size there are always a few small issues, but they have been sorted out quickly and easily by Maintel. We have been very happy with the way Maintel has managed this service and look forward to working with them through the contracted period.”

@AntonySavvas