Waverley extends contact centre and telephony contract for three years

Waverley Council has approved a three-year extension of its current contract for the Customer Service Contact Centre and Enterprise Telephony System, keeping existing phone and contact centre services in place.

At its meeting at The Boot Factory in Bondi Junction on 24 February, councillors approved a procurement exemption to extend the contract with Generation-E Productivity Solutions Pty Ltd. The resolution also authorised the general manager or a delegate to complete negotiations and execute the documentation needed to finalise the matter.

The item was dealt with as part of the council's reports and passed by unanimous decision. Council also treated attachments to the report as confidential, stating they contained commercial information that could prejudice the position of the supplier if disclosed.

For residents across the Waverley local government area, the decision relates to day-to-day access to council customer service and telephony operations. The minutes do not detail any change to service levels, but the approved extension allows the existing system to continue.

The next step is for council officers to finalise negotiations and complete the necessary contract documents following the council vote.

The same meeting also adopted second-quarter budget variations for 2025-26, appointed Lisa Berwick as an independent member of the Audit, Risk and Improvement Committee until 15 March 2030, and endorsed Australian Local Government Association motions on social cohesion and active transport.