Disclosure Scotland - communications & telephony information: FOI release

Information requested

Please confirm the manufacturer of your telephony system(s) that are currently in place?

When was the installation date of your telephony equipment?

Who maintains your telephony system(s)?

Please confirm value of the initial project and value of annual support/maintenance services (in £)?

When is your contract renewal date?

Please confirm the manufacturer of your Contact centre system(s) that are currently in place?

When was the installation date of your contact centre infrastructure?

Who maintains your contact centre system(s)?

Please confirm value of the initial project and value of annual support/maintenance services (in £)?

How many contact centre employees/agents do you have?

When is your contract renewal date?

Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?

How many employees do you have overall within your organisation?

Who currently provides your calls and lines?

What is your current annual spend on calls and lines?

When is your contract renewal date?

Are you using SIP or ISDN?

Do you use a wide area network?

Response

Please confirm the manufacturer of your telephony system(s) that are currently in place?

• MITEL

When was the installation date of your telephony equipment?

• March 2016

Who maintains your telephony system(s)?

• Scottish Government ITECS for back office phone, Daisy for Contact Centre and call recording.

Please confirm value of the initial project and value of annual support/maintenance services (in £)

• Initial costs £32349.60 of which £2840.40 is (Daisy) support costs.

When is your contract renewal date?

• March 2021

Please confirm the manufacturer of your Contact centre system(s) that are currently in place?

• MITEL

When was the installation date of your contact centre infrastructure?

• March 2016

Who maintains your contact centre system(s)

• Daisy

Please confirm value of the initial project and value of annual support/maintenance services (in £)

• Initial costs £59168.30 of which £7143.76 is support costs.

How many contact centre employees/agents do you have

• 50

When is your contract renewal date?

• March 2021

Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?

• Yes Skype for Business.

How many employees do you have overall within your organisation

• 490.

Who currently provides your calls and lines

• Daisy

What is your current annual spend on calls and lines?

• Circa £13,301.52 p/a.

When is your contract renewal date?

• March 2016

Are you using SIP or ISDN?

• ISDN

About FOI
The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.