The Consolidated Contact Centre (CCC) is a major business transformation programme delivering a consolidated out-sourced contact centre to serve the customers of Transport Operators (TOs) and Ticketing Service Providers (TSPs).
The CCC sets out to address the problem of the disjointed and fragmented customer experience; the security, data protection, and other risks; as well as inefficiencies due to non-standardised ways of working that exist in the current environment – -a problem that becomes more severe as new transport operators enter the market to provide services (as planned for in Government policy).
The programme aligns with the mission and the strategic objectives of the NTA to promote public transport under a single brand and to drive customer service standards and innovation.
The Final Business Case was prepared in accordance with the Public Spending Code (PSC) guidelines in advance of the decision to award the contract.
The purpose of this report is to provide a Final Business Case, in advance of the decision to award the contract.
The Final Business Case involves a complete appraisal based on costs and other information supplied by the CCC Service Provider at Final Tenders stage.
The Final Business Case has been prepared in accordance with the Public Spending Code (PSC) guidelines. It is intended to reassess the previous iteration of the Business Case from 2020 and the Sense Check from 2022, in light of final tender submissions and other evolutions and outcomes of the Procurement process.
The case is based on a comprehensive understanding of up-to-date costs, benefits, risks, deliverability and affordability, providing a basis on which to decide whether to proceed with a programme to deliver a consolidated contact centre.
For completeness, the report also describes the programme Scope and the Procurement process,
