Communications & Services

Roedd y cais yn rhannol lwyddiannus.

Dear Middlesbrough 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

foi, Middlesbrough Council

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Regards
Information Requests Team

dangos adrannau a ddyfynnir

foi, Middlesbrough Council

 

Dear Mr Leonard 

FREEDOM OF INFORMATION REQUEST - REF NO: 015693    

 

I am writing to confirm that Middlesbrough Council has now partially
completed its search for the information you requested on 16^th June 2020.
Your request has been handled under the Freedom of Information Act
2000.    Please accept my sincere apology for the delay in responding to
your request.

 

In your request you asked for the following information:

 

Please confirm the manufacturer of your telephony system(s) that are
currently in place?

 

Response:

 

A response will be provided as soon as possible.

 

When was the installation date of your telephony equipment?

 

Response:

 

A response will be provided as soon as possible.

 

Who maintains your telephony system(s)?

 

Response:

 

A response will be provided as soon as possible.

 

Please confirm value of the initial project and value of annual
support/maintenance services (in £)?

 

Response:

 

A response will be provided as soon as possible.

 

Does your annual maintenance service include moves, adds and changes? And
if not what is the annual cost of moves, adds & changes?

 

Response:

 

A response will be provided as soon as possible.

 

When is your contract renewal date?

 

Response:

 

A response will be provided as soon as possible.

 

Do you use Unified Communications or Collaboration tools such as Microsoft
Skype for

 

Response:

 

A response will be provided as soon as possible.

 

Business/ Teams/Cisco/Avaya/Mitel? If yes, what tools are you currently
using?

 

Response:

 

A response will be provided as soon as possible.

 

Please confirm the manufacturer of your Contact centre system(s) that are
currently in place?

 

Response:

 

Firmstep

SiDem

Flare

Cisco

Paye.Net

SAM - Concessionary Fares scheme

 

When was the installation date of your contact centre infrastructure?

 

Response:

 

A response will be provided as soon as possible.

 

Who maintains your contact centre system(s)?

 

Response:

 

All issues are booked through our IT department, other than Paye.net which
is maintained by Capita, via our Finance Department and Smart Applications
Management (SAM)  which is maintained by the Smart Applications Management
(SAM) support team

 

Please confirm value of the initial project and value of annual
support/maintenance services (in £)?

 

Response:

 

A response will be provided as soon as possible.

 

How many contact centre employees/agents do you have

 

Response:

 

17

 

Do agents work from home? Or just your offices?

 

Response:

 

Home and office at present due to the Covid-19 situ 

 

When is your contract renewal date?

 

Response:

 

A response will be provided as soon as possible.

 

 

Do you use a CRM in the contact centre? What platform is used?

 

Response:

 

A response will be provided as soon as possible.

 

Do you use a knowledge base / knowledge management platform? What platform
is used?

 

Response:

 

A response will be provided as soon as possible.

 

Who currently provides your calls and lines?

 

Response:

 

A response will be provided as soon as possible.

 

What is your current annual spend on calls and lines?

 

Response:

 

A response will be provided as soon as possible.

 

When is your contract renewal date?

 

Response:

 

A response will be provided as soon as possible.

 

Who provides your wide area network? How many sites are connected?

 

Response:

 

A response will be provided as soon as possible.

 

 

How many employees do you have overall within your organisation?

 

Response:

 

3500

 

Can you provide contact details for your procurement lead / category
manager for these services?

 

Response:

 

A response will be provided as soon as possible.

 

Can you provide names and contact details for the following people within
your organisation?

 

CIO / IT Director

 

Response:

 

Head of IT

 

Response:

 

Andy Evans, Head of ICT Services.

 

Head of Digital Transformation

 

Response:

 

Paul Stephens, Head of Strategy, Information & Governance

 

Head of Customer services

 

Response:

 

Paul Stephens, Head of Strategy, Information & Governance

 

With regards to contact details, Middlesbrough Council do not routinely
disclose individual officer work email addresses or work telephone numbers
as all general enquiries should be directed to the Council’s Customer
Centre.

 

The address/contact telephone number for all Middlesbrough Council
correspondence is provided in the 'contact us' link located at the bottom
of the Middlesbrough Council home page [1]www.middlesbrough.gov.uk 
Alternatively, you can email your enquiry to [2][Middlesbrough Council request email]
Please remember to quote the reference number shown above in any future
communications.

If you are unhappy with the way your request has been handled you may ask
for an internal review within 40 days of receipt of the response. You
should email [3][Middlesbrough Council request email] or write to:-

Ann-Marie Johnstone

Governance & Information Manager

P.O. Box 500,

Civic Centre,

Middlesbrough.

TS1 9FT

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for an
independent review. The Information Commissioner can be contacted at: -

 

Information Commissioner’s Office,
Wycliffe House,
Water Lane,
Wilmslow,
Cheshire,
SK9 5AF

Yours sincerely

Information Requests Team

 

Finance, Governance and Support

Strategy, Information and Governance

Middlesbrough Council

P.O. Box 500
Civic Centre
Middlesbrough
TS1 9FT

Email:   [4][Middlesbrough Council request email]

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dangos adrannau a ddyfynnir

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