Contact Centre contracts: FOI release

Information requested

Information request relating to the organisation’s ICT contracts, specifically around:

1. contact centre contract(s)
2. inbound network services contract (s)

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.

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

I enclose a copy of all of the information you requested.

This response covers the Scottish Government’s contact centre using by our Central Enquiry Unit and Corporate Service Desks which only provides “advanced call distribution to control the flow of calls and maximise customer experience” in one application.

1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract. Capita Business Services Ltd.

2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier. The figures below are for our telephony platform, separate figures for contact centre are not available.

Current Contract
Spend over the last 3 years which covers Software Assurance and Maintenance and Support.

2023-2024: £259,519.42
2022-2023: £262,167.41
2021-2022: £272,616.83

Costs shown are inclusive of VAT.

3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions. 1 year to 31 March 2024

4. Contract Expiry: For each supplier, please state the date of when the contract expires. 31 March 2024.

5. Contract Review: For each supplier, please state the date of when the contract will be reviewed. This contract will expire on 31 March 2024.

6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. Maintenance and Support of the Mitel telephony platform/ Premium level Software Assurance for Mitel telephony platform.

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.

Raymond Wright
Head of Unified Communications
iTECS: Unified Communications
Raymond.Wright@gov.scot

8. Number of Agents; please provide me with the total number of contact centre agents. Licensed for 229

9. Number of Sites; please can you provide me with the number of sites the contact centre covers. The contact centre is used by agents in 2 sites.

10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate? Mitel

11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use? We do not Microsoft Exchange 2003 as it is no longer supported, we use a supported version of Microsoft Exchange.

12. Number of email users: Approximate number of email users across the organisations. Every member of staff in the Core Scottish Government has an email mailbox. The published official statistics which contain the latest staffing numbers for the Core Scottish Government can be found at. https://www.gov.scot/publications/workforce-information/.

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?

The table below contains answers to questions 1-5 below.

	Incumbent Supplier	Annual Average Spend (3 years)	Contract Expiry	Contract Review	Contract Description
0800, 0845, 0870, 0844, 0300 numbers	Gamma	2023 £1195.64  2022 £11,458.62 2021 £108.89	October 2025	Spring 2025	SIP Trunks, Operator Connect, DDIs, Other telephony services
0800, 0845, 0870, 0844, 0300 numbers	BT	2023 £0.60p 2022 £2671.13 2021 £6551.72	No central contract is currently held with the provider. Individual lines have individual rolling contracts and are not co-termed.
0800, 0845, 0870, 0844, 0300 numbers	Vodafone UK	2023 £7025.31 2022 £6907.19 2021 £3239.93	No central contract is currently held with the provider. Individual lines have individual rolling contracts and are not co-termed.
Routing of calls	Capita Business Services Ltd. (Mitel)		See Q1-3 above.
	Gamma		See responses above regarding Gamma spend and contract.
Caller Identifier	Capita Business Services Ltd. (Mitel)		See Q1-3 above for outgoing calls. We have no system in place to identify external callers on incoming calls.
	Gamma		See responses above regarding Gamma spend and contract. We have no system in place to identify external callers on incoming calls.
Caller Profile- linking caller details with caller records	There is no ‘Caller Profile- linking caller details with caller records’ in place. The Telephony Platform & Contact Centre are not linked to a Customer Relationship Management (CRM) platform.
Interactive voice response (IVR)	Capita Business Services Ltd. (Mitel)	See Q1-3 above.
	Gamma	See responses above regarding Gamma spend and contract.

1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract. See table above.

2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier. See table above.

3. Contract Expiry: For each supplier, please state the date of when the contract expires. See table above.

4. Contract Review: For each supplier, please state the date of when the contract will be reviewed. See table above.

5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. See table above.

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. See response to Q7 above.

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