FOI Ref: FOI/2022/3971
You asked
See my request below:
Contract 1 - contact centre/call centre contracts
Please send me the following information for each provider:
1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: The person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.
7. Number of Agents; please provide me with the total number of contact centre agents.
8. Number of Sites; please can you provide me with the number of sites the contact centre covers.
9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
10. Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g., JAN-MAR, APR, JUNE.
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?
12. Number of email users: Approximate number of email users across the organisations.
Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres.
The second part of my request relates to the use inbound network services contracts which could relate to one of the following:
1. 0800, 0845, 0870, 0844, 0300 number
2. Routing of calls
3. Caller Identifier
4. Caller Profile- linking caller details with caller records
5. Interactive voice response (IVR)
For contract relating to the above please can you provide me with?
1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: The person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.
We said
Thank you for your request please find your questions with respective answers below.
Contract 1 - contact centre/call centre contracts
1. CDW Ltd (Sub-Contracted to 8x8)
2. £352,048
3. 29/11/2023
4. 29/11/2022
5. Provision of Cloud Contact Centre for ONS, providing licenses and services.
6. Names and job titles of members of staff are personal data and are therefore withheld under Section 40(2) of the Freedom of Information Act 2000 (FOIA).
7. 746 Named Agents, 260 Concurrent Agents per month
8. 2
9. 8x8 Solution and Microsoft Teams as an endpoint for calls.
10. Average calls per month is 7040
11. O365
12. Approximately 6500
Inbound network services contracts
1. 0800, 0845, 0870, 0844, 0300 number
This information is not held for Qs 2 to 5.
For contract relating to the above please can you provide me with?
1. Elitecom
2. £22,700
3. 31/03/2023
4. 01/01/2023
5. 2x Inbound Survey Enquiry Lines for Social Survey Department
6. Names and job titles of members of staff are personal data and are therefore withheld under Section 40(2) of the Freedom of Information Act 2000 (FOIA).