Resident-facing digital, customer-experience (CX), web/CMS and conversational/AI software.

I am writing to make a request for information under the Freedom of Information Act 2000.

I am researching how local authorities procure resident-facing digital, customer-experience (CX), web/CMS and conversational/AI software. For each current or expired contract within the last three financial years that Lincolnshire County Council holds (or held) with any of the following suppliers, please provide the information listed below:

Suppliers of interest:

ICS.AI; Jadu; Humley; Civica; Netcall; GovMetric; IEG4; Liberator; Granicus (including govService / Firmstep / govDelivery).

For each such contract, please provide:

1. The supplier name and the product(s) / modules purchased.

2. The total contract value (£).

3. The annual cost or licence/subscription fee (£).

4. The contract start and end dates, and any extension options.

5. The procurement route ' i.e. the framework and lot used (e.g.

G-Cloud, a CCS framework, a regional framework) or whether it was a direct award / open tender.

6. The current renewal or re-procurement status (e.g. live, out to tender, due for renewal, expired).

7. Where it can be released, a copy of the contract or the relevant award/tender documentation.

1. Jadu, Granicus, ICS.AI

2. Jadu and Granicus the information is already accessible.

Jadu - https://app.panacea-software.com/lcc/eRFX-Public/Open/OpenContractsRegister.aspx?NoticeId=45190d1a-4fea-4fb9-b4ad-e6b5e4d2564b

Granicus - https://app.panacea-software.com/lcc/eRFX-Public/Open/OpenContractsRegister.aspx?NoticeId=7b58a203-44da-46ea-8c78-421caa946e3f

3. ICS.AI - £462,938.61

4. Jadu & Granicus the information is already accessible (see question 2), ICS.AI - 1st June 2023 to 31st May 2026, with optional extension to 31st May 2027 not taken.

5. Jadu and Granicus the information is already accessible (see question 2), ICS.AI - Government Commercial Agency (formally Crown Commercial Services) RM1557.13 Framework G-Cloud 13.

6. Jadu - a process under Government Commercial Agency Framework RM1557.14 (G-Cloud 14) is currently underway. Granicus - there is no re-procurement planned at this point in time ICS.AI - this is not planned to be replaced by another contract. The Council is exploring alternative commissioning approaches including use of its existing suite of Microsoft products.

7. See attached framework agreement and all information regarding LCC and contracts can be at https://app.panacea-software.com/lcc/eRFX-Public/ContractsRegister.aspx

As such, this information is exempt from disclosure in accordance with the exemption set out at Section 21 of the Freedom of Information Act 2000 which provides that a public authority need not comply with a request for disclosure under the Act where that information is reasonably accessible by other means.