188体育

FOI 22/1140

18th December 2022

Dear

Thank you for your email.

Please find below answers to the questions you have raised in blue below;

I wish to submit to the organisation a freedom of information request relating to the organisation鈥檚 ICT contracts, specifically around:聽聽聽聽聽

1.聽聽聽聽聽聽聽聽聽 contact centre contract(s) - 聽N/A 鈥� The Agency does not have an outsourced contact/call centre.

2.聽聽聽聽聽聽聽聽聽 inbound network services聽contract (s)

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

1.聽聽聽聽聽聽 Advanced call distribution to control the flow of calls and maximise customer experience

2.聽聽聽聽聽聽 Email, website live chat and integrations with popular social media apps like Facebook and Instagram

3.聽聽聽聽聽聽 Performance monitoring tools to track performance, customer satisfaction and other key sales metrics

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

Please send me the following information for each provider:

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

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

3.聽聽聽聽聽聽聽聽聽聽聽 Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.

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

5.聽聽聽聽聽聽聽聽聽聽聽 Contract Review: For each supplier, please state the date of when the contract will be reviewed.

6.聽聽聽聽聽聽聽聽聽聽聽 Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

7.聽聽聽聽聽聽聽聽聽聽聽 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.聽聽聽聽聽聽聽聽聽聽聽 Number of Agents; please provide me with the total number of contact centre agents;

9.聽聽聽聽聽聽聽聽聽聽聽 Number of Sites; please can you provide me with the number of sites the contact centre covers.

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

11.聽聽聽聽聽聽聽 Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?

12.聽聽聽聽聽聽聽 Number of email users: Approximate number of email users across the organisations.

The second part of my request relates to the聽use inbound network services contracts which could relate to one of the following:

1.聽聽聽聽聽聽聽聽聽聽聽 0800, 0845, 0870, 0844, 0300 number

2.聽聽聽聽聽聽聽聽聽聽聽 Routing of calls

3.聽聽聽聽聽聽聽聽聽聽聽 Caller Identifier

4.聽聽聽聽聽聽聽聽聽聽聽 Caller Profile- linking caller details with caller records

5.聽聽聽聽聽聽聽聽聽聽聽 Interactive voice response聽(IVR)

聽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.

Vodafone

BT

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

Vodafone ~拢60k

T ~拢20k

1. Contract Expiry: For each supplier, please state the date of when the contract expires.

Vodafone 鈥� Jan 2023

BT- ongoing

1. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

Vodafone 鈥� Annual review (Oct 22)

BT 鈥� ongoing review

1. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

Vodafone - VOIP over SIP, PBX bridge including Lines & Minutes

BT 鈥� Lines & Minutes

1. 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.

All contracts are managed by the Agency鈥檚 IT Commercial Management Team which can be contacted via [email protected]

If you have a query about the information provided, please reply to this email.

If you disagree with how we have interpreted the Freedom of Information Act 2000 in answering your request, you can ask for an internal review. Please reply to this email, within two months of this reply, specifying that you would like an Internal Review to be carried out.

Please remember to quote the reference number above in any future communications.

If you were to remain dissatisfied with the outcome of the internal review, you would have the right to apply directly to the Information Commissioner for a decision. Please bear in mind that the Information Commissioner will not normally review our handling of your request unless you have first contacted us to conduct an internal review. The Information Commissioner can be contacted at:

Information Commissioner鈥檚 Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Yours sincerely

MHRA Customer Experience Centre