Communications & Services

Roedd y cais yn rhannol lwyddiannus.

Dear NHS Greater Manchester Shared Services,

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

Foi-Requests (NHS GREATER MANCHESTER SHARED SERVICES), NHS Greater Manchester Shared Services

Dear Daniel

 

Thank you for your FOI request. We will respond within 20 working days.

 

Mark

 

Mark Carroll
Head of Policy and Corporate Operations
NHS Greater Manchester Shared Services

Phone: 07795 506042 I Email: [1][email address]

Ellen House, Waddington Street, Oldham, OL9 6EE

 

Website: [2]www.gmsharedservices.nhs.uk  

 

 

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dangos adrannau a ddyfynnir

Foi-Requests (NHS GREATER MANCHESTER SHARED SERVICES), NHS Greater Manchester Shared Services

Hi Daniel

Please see below the response to your FOI request:

1.Please confirm the manufacturer of your telephony system(s) that are currently in place? - Cisco
2.When was the installation date of your telephony equipment? - Feb 2019
3.Who maintains your telephony system(s)? - NHS Greater Manchester Shared Services
4.Please confirm value of the initial project and value of annual support/maintenance services (in £)? - GMSS considers that disclosing this information would, or would be likely to, prejudice the commercial interests of any person so this will not be shared in line with s43(2) of the Freedom of Information Act 2020.
5.Does your annual maintenance service include moves, adds and changes? And if not what is the annual cost of moves, adds & changes? - Moves and non-licensable changes included. Additions are costed on Cisco hardware/licence cost only.
6.When is your contract renewal date? - Feb 2024
7.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?
Cisco Jabber, Microsoft Teams, Skype for business
8.Please confirm the manufacturer of your Contact centre system(s) that are currently in place? - Cisco Unified CCX
9.When was the installation date of your contact centre infrastructure? - 15/11/2018
10.Who maintains your contact centre system(s)? - NHS Greater Manchester Shared Services
11.Please confirm value of the initial project and value of annual support/maintenance services (in £)? - GMSS considers that disclosing this information would, or would be likely to, prejudice the commercial interests of any person so this will not be shared in line with s43(2) of the Freedom of Information Act 2020.
12.How many contact centre employees/agents do you have? - 32 agents
13.Do agents work from home? Or just your offices? - Due to COVID-19 all staff are working remotely. Typically, staff can work form the office or home according to business need.
14.When is your contract renewal date? - Feb 2024
15.Do you use a CRM in the contact centre? What platform is used? - No
16.Do you use a knowledge base / knowledge management platform? What platform is used? - Service Now
17.Who currently provides your calls and lines? - NHS Greater Manchester Shared Services on behalf of Virgin Media
18.What is your current annual spend on calls and lines? - £0 as included as part of support contract with Virgin Media.
19.When is your contract renewal date? - Feb 2024
20.Who provides your wide area network? How many sites are connected? - NHS Greater Manchester Shared Services on behalf of Virgin Media / BT. 428 sites.
21.How many employees do you have overall within your organisation? 313
22.Can you provide contact details for your procurement lead / category manager for these services?
Sarah Chambers (Senior Project Manager) [email address] / 0161 765 6688
Emma Watts (Procurement Lead) [email address] / 0161 765 6688
23.Can you provide names and contact details for the following people within your organisation?
CIO / IT Director - CIO Post is currently vacant
Head of IT - Ann Halpin [email address] / 0161 765 6688
Head of Digital Transformation - Martin Sheridan [email address] / 0161 765 6688
Head of Customer Services - GMSS does not have a centralised Customer Services or a Head of Customer Services.

Best wishes

Mark Carroll
Head of Policy and Corporate Operations
NHS Greater Manchester Shared Services
Phone: 07795 506042 I Email: [email address]
Ellen House, Waddington Street, Oldham, OL9 6EE

Website: www.gmsharedservices.nhs.uk

This email has been scanned for viruses, however we are unable to accept responsibility for any damage caused by the contents. The opinions expressed in this email represent the views of the sender, not NHS Greater Manchester Shared Services unless explicitly stated. If you have received this email in error please notify the sender. The information contained in this email may be subject to public disclosure under the NHS Code of Openness or the Freedom of Information Act 2000. Unless the information is legally exempt from disclosure, the confidentiality of this e-mail and your reply cannot be guaranteed.

dangos adrannau a ddyfynnir