Scottish Government contact centre contracts: FOI release

Information requested

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.

Response

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

Part 1

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.
   Capita Business Services Ltd
2. Annual Average Spend: the annual average (over 3 years) spends 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.

2022-2023: £262,167.41
2021-2022: £272,616.83
2020-2021: £201,444,89

Costs shown are inclusive of VAT.

3. Contract Expiry: the date of when the contract expires.
   31 March 2024
4. Contract Review: the date of when the contract will be reviewed.
   We will review this contract in Summer 2023
5. Contract Description: 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.
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.
   Raymond Wright
   Head of Unified Communications
   iTECS: Unified Communications
   Raymond.Wright@gov.scot 
7. Number of Agents; please provide me with the total number of contact centre agents.
   Licenced for 229
8. 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.
9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
   Mitel
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.
    Central Enquiry Unit: March, November, December
    Corporate Service Desks: March, August, November
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product 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/

Part 2

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)

The table below contains answers to questions 1-5 below. Costs shown are inclusive of VAT.

	Incumbent Supplier	Annual Average Spend (3 years)	Contract Expiry	Contract Review	Contract Description
0800, 0845, 0870, 0844, 0300 numbers	Gamma		October 2025	Spring 2025	SIP Trunks, Operator Connect, DDIs, Other telephony services
0800, 0845, 0870, 0844, 0300 numbers	BT	2022 £2671.13 2021 £6551.72 2020 £12,910.59	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	2022 £6907.19 2021 £3239.93 2020 £87,725.04	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.
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.
Caller Profilelinking 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.

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.
   See table above.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier.
   See table above.
3. Contract Expiry: the date of when the contract expires.
   See table above.
4. Contract Review: the date of when the contract will be reviewed.
   See table above.
5. Contract Description: a brief description of the services provided of the overall contract.
   See table above.
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.
   Raymond Wright
   Head of Unified Communications
   iTECS: Unified Communications
   Raymond.Wright@gov.scot

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