Decision Maker: Deputy Chief Executive -
Decision status: Recommendations Approved
Is Key decision?: No
Is subject to call in?: No
With a return to increasing walk-in visitor
footfall in Access Oldham, together with the services imminent
relocation to Spindles (currently scheduled for mid-May 2024) and a
requirement to provide Key Performance Indicators (KPIs) on visitor
numbers and service levels, the service would now like to re-enable
the Qmatic visitor management and ticketing system which was
decommissioned during the Covid pandemic.
RESOLVED - That:
Following a procurement process, re-enabling the existing Qmatic
system has been identified as the preferred approach, allowing for
the re-use of retained hardware. The software and user interface is
as previously used, however, the system will be located off premise
in line with Council ICT strategy. The proposed award is for a
three-year contract to provide the software and hardware for the
scheme.
Options 1: Do nothing: Without a Queue
Management and Ticketing system to manage walk-in visitors to
Access Oldham, we will not be able to gather service level
information about resident access and demand for services, and we
will not be able to report on wait times for residents in seeing a
member of staff. A manual method of recording reasons for visit at
a high level would need to continue. Not recommended
Option 2: Add Queue Management to the Room Booking System: An
option to add additional functionality to the proposed Room Booking
system for Spindles was considered. This option would complicate
the implementation of both requirements and impact on the delivery
timescale for the Room Booking system. Subscription costs for the
additional queue management module were predicted at 30% over the
Qmatic subscription. Not recommended.
Option 3: Implement Qmatic solution Carry out a direct award
procurement for the re-commissioning of the existing Qmatic system,
albeit, migrating the software to be “Cloud” hosted
rather than being located in the Council’s data centre.
Recommended
Options 1: Do nothing: Without a Queue
Management and Ticketing system to manage walk-in visitors to
Access Oldham, we will not be able to gather service level
information about resident access and demand for services, and we
will not be able to report on wait times for residents in seeing a
member of staff. A manual method of recording reasons for visit at
a high level would need to continue. Not recommended
Option 2: Add Queue Management to the Room Booking System: An
option to add additional functionality to the proposed Room Booking
system for Spindles was considered. This option would complicate
the implementation of both requirements and impact on the delivery
timescale for the Room Booking system. Subscription costs for the
additional queue management module were predicted at 30% over the
Qmatic subscription. Not recommended.
Other reasons / organisations consulted
none
Contact: Fran Lautman, Customer Development Manager Email: fran.lautman@oldham.gov.uk Email: fran.lautman@oldham.gov.uk.
Publication date: 24/04/2024
Date of decision: 22/04/2024
Accompanying Documents: