Communications & Services

The request was partially successful.

Dear Sutton Borough Council,

I would like to request the following information relating to the council's spend on communications technology.

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 £)?
Does your annual maintenance service include moves, adds and changes? And if not what is the annual cost of moves, adds & changes?
When is your contract renewal date?
Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Teams/Cisco/Avaya/Mitel? If yes, what tools are you currently using?

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?
Do agents work from home? Or just your offices?
When is your contract renewal date?
Do you use a CRM in the contact centre? What platform is used?
Do you use a knowledge base / knowledge management platform? What platform is used?

Who currently provides your calls and lines?
What is your current annual spend on calls and lines?
When is your contract renewal date?
Who provides your wide area network? How many sites are connected?

How many employees do you have overall within your organisation?
Can you provide contact details for your procurement lead / category manager for these services?
Can you provide names and contact details for the following people within your organisation?
CIO / IT Director
Head of IT
Head of Digital Transformation
Head of Customer services

Yours faithfully,

Daniel Leonard

LBS FOI, Sutton Borough Council

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Kind Regards 

Customer Service Team

The Royal Borough of Kingston 

London Borough of Sutton 

Disclaimers apply, for full details see : 
(https://www.sutton.gov.uk/info/200436/cu...)

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Sutton Customer Care Team, Sutton Borough Council

1 Attachment

Reference: FOI-218155748
Date of request: 17/06/2020
Title of request: Communications & Services

Dear Daniel Leonard,

Thank you for your information request.

Your request is being considered and, if it is held, you will receive the
information requested subject to the information not being exempt or
containing a reference to a third party.The Council is facing
unprecedented challenges during the coronavirus (COVID-19) pandemic.
Whilst we take our statutory duties very seriously we ask for your
understanding that we may not be able to respond to your request within
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prevent release of the information you have requested. There will be an
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information will not be released. You will be informed if this is the
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If the information you request contains reference to a third party then
they may be consulted prior to a decision being taken on whether or not to
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Please be advised that in line with London Borough of Sutton's commitment
to transparency, in due course an anonymous copy of your request and our
response may be published on our website.

Yours sincerely,

Customer Care Team

Disclaimers apply, for full details see : 
(https://www.sutton.gov.uk/info/200436/cu...)

LBS FOI, Sutton Borough Council

Reference: FOI-218155748
Date of request: 17/06/2020
Title of request: Communications & Services

Dear Daniel Leonard,

Thank you for your information request. We have processed this request
under the Freedom of Information Act 2000.
You asked about:
Please confirm the manufacturer of your telephony system(s) that are
currently in place? - Siemens for the majority with a small legacy Cisco
footprint
When was the installation date of your telephony equipment? - 2016/17
Who maintains your telephony system(s)? - Atos
Please confirm value of the initial project and value of annual
support/maintenance services (in £)? -
£308k - Capital one off
£535k - Revenue over 5 years (annualised value £107k)
Does your annual maintenance service include moves, adds and changes? And
if not what is the annual cost of moves, adds & changes? - No - This is
performed by our inhouse support team.
When is your contract renewal date? - July 2021
Do you use Unified Communications or Collaboration tools such as Microsoft
Skype for Business/ Teams/Cisco/Avaya/Mitel? If yes, what tools are you
currently using? - Google Meet

Please confirm the manufacturer of your Contact centre system(s) that are
currently in place? - Atos
When was the installation date of your contact centre infrastructure?
- 2017
Who maintains your contact centre system(s)? - in house and managed
service (Atos)
Please confirm value of the initial project and value of annual
support/maintenance services (in £)? - 

£308k - Capital one off

£535k - Revenue over 5 years (annualised value £107k)

 

These values and contract is for both Kingston and Sutton Council who
operates a number of shared services including Digital & IT

How many contact centre employees/agents do you have? - 71 (This is a
shared service for RBK & LBS)
Do agents work from home? Or just your offices? - Both
When is your contract renewal date? - July 2021
Do you use a CRM in the contact centre? What platform is used? - Yes - MS
Dynamics
Do you use a knowledge base / knowledge management platform? What platform
is used? - Yes - MS Dynamics
Who currently provides your calls and lines? - Virgin Media via London
Grid for Learning (LGFL)
What is your current annual spend on calls and lines? - £67k for SIP
trunks and services
When is your contract renewal date? - August 2020
Who provides your wide area network? How many sites are connected?
- Virgin Media via London Grid for Learning (LGFL)

139 connections across 96 sites

How many employees do you have overall within your organisation? - 1205
Can you provide contact details for your procurement lead / category
manager for these
services?  -[1]https://www.sutton.gov.uk/info/200561/co...
Can you provide names and contact details for the following people within
your organisation?
CIO / IT Director - Steve O'Connor is Assistant Director of Digital and IT
(employed by RBK).
Head of IT - Andrew Kelly (employed by RBK)
Head of Digital Transformation - David Grasty (employed by RBK)
Head of Customer services - Alexander Marston
If you are dissatisfied with the way in which your information request has
been dealt with you can request an internal review. Tell us why you are
unhappy with our response within 40 working days, and it will be looked at
afresh. We will aim to provide you with our review response within 20
working days.

If you remain dissatisfied with the outcome of the review you have a
further right to appeal to the Information Commissioner, who regulates the
implementation of the Freedom of Information Act 2000 and Environmental
Information Regulations 2004. The Commissioner can be contacted at the
following address:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Enquiry line: 0303 123 1113
Kind regards,
Abbas Mohammed
Customer Experience Lead

Customer Services
Civic Offices
St. Nicholas Way, Sutton SM1 1EA

T: 020 8770 5736

London Borough of Sutton

[2]www.sutton.gov.uk

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