Plans for multi-million dollar call centre shelved

PORT OF SPAIN CMC

The Telecommunications Services of Trinidad and Tobago (TSTT) has shelved a proposed TT$49-million contract for a new call centre system amid concerns about the procurement and approval process.

The three-year contract for a Digital First Call Centre Solution had been awarded to Diego Martin-based Humming Bird Holdings Ltd.

However, the arrangement was reportedly halted after concerns arose that it had been advanced and approved without first being submitted to TSTT’s board of directors.

Public Utilities Minister Barry Padarath said the matter was among several issues considered when the board decided not to renew the acting appointment of former chief executive officer Keino Cox.

“The board indicated that there were several reasons for not renewing his acting appointment. This matter regarding the call centres was considered in their deliberations,” Padarath told the Sunday Express newspaper.

Cox’s tenure as acting CEO ended earlier this month after the board reviewed his performance appraisal. Reza Hosein has since been appointed acting CEO.

Cox referred questions about the contract to TSTT’s communications department, which said chairman Kern Dass had already addressed the matter.

Dass confirmed that management had not presented the proposed call centre arrangement to the board for consideration.

He said the board had launched an immediate review of the contract and the circumstances surrounding it.

“TSTT will be in a better position to discuss any operational details once this review has concluded,” Dass said.

“At the appropriate time, we shall report our findings to the line ministry, along with such other relevant authorities as may be necessary.”

According to senior TSTT officials, a request for proposals was issued through a selective tender process in November last year.

Four companies submitted bids: Amplia, Humming Bird Holdings Ltd, Concepts and Services, and Rayanna Boucher.