Contact centre contracts 693/2023

FOI Reference: 693/2023

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)

A: The first part of my request relates to contact centre service contracts which could relate to one of the following:

1. Advanced call distribution to control the flow of calls and maximise customer experience
2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram
3. Performance monitoring tools to track performance, customer satisfaction and other key sales metrics

This could be part of a whole package or separate service applications.

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.

B: 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 A:

I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below. Please note that the data related to the information held at the time of your request being received.

1. E-mail – Microsoft Office 365 - Computacenter

    Website – Single Online Home – Mayors Office for Police and Crime (MET)

    Live Chat – None

    Social Media – SOCIAL SIGNIN LIMITED Trading as Orlo

2. E-mail – Microsoft Office 365 – part of M365 and unable to extract the mail costs specifically. M365 costs £549k for 2023/24

   Website – Single Online Home – £64K

   Live Chat – N/A

      Social Media – £47K

3. E-mail – Microsoft Office 365 – 3 years – Expires 31^st March 2025

    Website – Single Online Home – No contract end date.

    Live Chat – N/A

    Social Media – Contract Commence 26 August 2022, Expiry before extension is 25 August 2025.  Duration 36-month contract with x 2 12-month extensions available

4. See answers to Q3 
5. E-mail – Microsoft Office 365 – December 2024

    Website – Single Online Home – See answer to Q3. We have no plans to review at this stage.

    Live Chat – N/A

      Social Media – Review will be undertaken in early 2025.

6. E-mail – Microsoft Office 365 – Office products part of the M365 stack.

    Website – Single Online Home – Nationally hosted website delivered by the Mayor’s Office for London

    Live Chat – N/A

      Social Media – Social Media management platform to manage all social media accounts.

7. E-mail – Microsoft Office 365 – Marc Jones – Senior ICT Operational Manager

    Website – Single Online Home – Marc Jones – Senior ICT Operational Manager

    Live Chat – N/A

      Social Media – Anna James – Senior Communications Officer, [email protected]

8. Excluding Supervisors – 89.98FTE
9. 2 
10. Existing system Cisco, however replacement system expected Q4 2023 provided by Airwave.
11. No – Exchange 2016
12. 2,380

 

Response B:

I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below. Please note that the data related to the information held at the time of your request being received.

1. Corporate solution – in house.

Contact Centre solution – Capita however a replacement system has been procured and is scheduled for delivery at the end of 2023 delivered by Airwave.

All contact centre lines are contracted with BT (including 999 lines) with the exception of the 101 service which is provided by Vodafone (national contract) but is delivered across the BT lines within DPP.

2. Corporate – unknown, wasn’t a formal project at the beginning as it was a proof of concept which grew over the years and is now being scaled down as it’s slowly being replaced.

Contact Centre – circa £100k in 2012 with support costs in 2022/23 at £150k p/a

BT – 999 lines – no outgoing calls with rental £599.52 p/a

BT – 101 line – circa £3,200 p/a with rental £6,458.40 p/a

3. Existing Contact Centre – September 2023, Corporate solution – n/a
4. Contract will not be reviewed as new contract has just been awarded.
5. Existing Contact Centre – support of 999 Cisco CUCM/CUCC platform and associated gateways, devices etc.
6. Mark Hall, Senior ICT Operations Manager (Delivery), [email protected]

                                                                                                           

(This is a response under the Freedom of Information Act 2000 and disclosed on 18/04/2024)