Contact Center Services
Case reference FOI2022/01687
Published 12 December 2022
Request
I wish to submit to the organisation a freedom of information request relating to the organisation's ICT contracts, specifically around:
1. contact centre contract(s)
2. inbound network services contract (s) 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: For each supplier, please state the annual average (over 3 years) spend for each supplier
3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
4. Contract Expiry: For each supplier, please state the date of when the contract expires.
5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
7. Contact Details: For each supplier, please state 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. At the very least please provide me with their actual job title.
8. Number of Agents; please provide me with the total number of contact centre agents;
9. Number of Sites; please can you provide me with the number of sites the contact centre covers.
10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
12. Number of email users: Approximate number of email users across the organisations.
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 a 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: For each supplier, please state the annual average (over 3 years) spend for each supplier
3. Contract Expiry: For each supplier, please state the date of when the contract expires.
4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
6. Contact Details: For each supplier, please state 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.
Response
1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
A: a) Cisco/Maintel Europe Limited
b) The Answering Service
2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
A: a) £66,500 per annum - This service is included as part of the main telephony service contract
b) £11,300 per annum
3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
A: a) 3 years +1 +1
b) 3 years +1
4. Contract Expiry: For each supplier, please state the date of when the contract expires.
A: a) 12 Mar 23 excluding extensions. 12 Mar 25 including extensions
b) 30 Mar 24 excluding extensions. 20 Mar 35 including extensions
5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
A: a) Contract currently under review
b) 1 Sep 23
6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
A: a) Main telephony contract to include support and maintenance
b) Out of hours answering service
7. Contact Details: For each supplier, please state 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. At the very least please provide me with their actual job title.
A: Maintel Europe Limited & The Answering Service Ltd provide these services. Contact details of these organisations can be found via their retrospective websites.
8. Number of Agents; please provide me with the total number of contact centre agents;
A: 42
9. Number of Sites; please can you provide me with the number of sites the contact centre covers.
A: 3
10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
A: Cisco
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
A: No. Exchange 2016 is used
12. Number of email users: Approximate number of email users across the organisations.
A: 1,800
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)
A: Not used
For a 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: For each supplier, please state the annual average (over 3 years) spend for each supplier
3. Contract Expiry: For each supplier, please state the date of when the contract expires.
4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
6. Contact Details: For each supplier, please state 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.
A: N/A
Documents
This is Herefordshire Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
You can browse our other responses or make a new FOI request.