Impy System - Find a freedom of information request

Regarding Impy System

1. How much did it cost?

2. Who ordered?

3. How many people do we employ to answer phones?

4. How many calls last year received?

5. How much is Impy expected to save?

1. In 2024/2025 financial year the cost is £106,000

2. The Council’s Customer Digital Delivery project procured Impy from the Government’s G-Cloud framework.

3. The Council’s main Customer Service Centre is contracted to Serco who make their own staffing arrangements. The Council doesn’t directly employ staff to answer these calls

4. The Customer Service Centre answered 225,423 unique calls in financial year 2023/2024

5. In 2024/2025 the application is expected to save £289,006.