Communications & Services

The request was successful.

Dear British Waterways Board,

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

Nicola Christie, British Waterways Board

Dear Daniel,

Thank you for your freedom of information request as detailed below. I confirm I shall respond within the permitted timescale of 20 business days from the receipt of your request, in accordance with the terms of the Freedom of Information (Scotland) Act 2002.

Regards
Nicola

Nicola Christie
Head of Legal Services

Email: [email address]
Tel: +441413547537 (DD: 5037)
Mob: +447795027348

Scottish Canals | Canal House, 1 Applecross Street | Glasgow | G4 9SP

http://www.scottishcanals.co.uk

show quoted sections

Nicola Christie, British Waterways Board

2 Attachments

Dear Daniel,

 

Further to your request for information, acknowledged on 21 July 2020,
please see our responses below each of your requests for ease of
reference.

 

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

 

We have an Alcatel phone system in place at our Glasgow, Falkirk,
Inverness, Clachnaharry, Dochgarroch & Ardrishaig sites.

 

When was the installation date of your telephony equipment?

 

Circa 2005. We do not have a record of the specific installation date.

 

Who maintains your telephony system(s)?

 

We have a hardware agreement in place with Dimension Data.

 

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

 

Due to the time lapse since installation we have no retained record of the
initial project value.  The annual support value is c£3k.

 

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

 

Our annual maintenance service includes moves, adds and changes.

 

When is your contract renewal date?

 

30th May annually.

 

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?

 

Scottish Canals uses Skype on premise only for chat, presence & video.
Scottish Canals also use GoToMeeting for video meetings.

 

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

 

Scottish Canals do not use a contact centre system.

 

When was the installation date of your contact centre infrastructure?

n/a

 

Who maintains your contact centre system(s)?

n/a

 

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

n/a

 

How many contact centre employees/agents do you have?

n/a

 

Do agents work from home? Or just your offices?

n/a

 

When is your contract renewal date?

n/a

 

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

n/a

 

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

n/a

 

Who currently provides your calls and lines?

 

Daisy Communications

 

What is your current annual spend on calls and lines?

 

£25k

 

When is your contract renewal date?

 

1st December 2022

 

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

 

Daisy Communications provides wide area network to all our sites

 

How many employees do you have overall within your organisation?

 

204 fulltime employees

 

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

 

[email address]

 

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

 

David Blair, Policy and Governance Director, email:
[email address] Andrew McSherry, Head of ICT, email:
[email address]

 

I hope this information is helpful, however, if you are dissatisfied with
the handling of your request you have the right to ask for an internal
review. Internal review requests should be sent to the Head of Legal
Services at Scottish Canals, Canal House, Applecross Street, Glasgow G4
9SP. If you are not content with the outcome of the internal review you
have the right to apply directly to the Scottish Information
Commissioner’s Office, tel no.01334 464 610
[email address].

 

Regards

Nicola

 

Nicola Christie
Head of Legal Services
.
Email: [email address]
Tel:   +441413547537 (DD: 5037)
Mob: +447795027348
.
Scottish Canals | Canal House, 1 Applecross Street | Glasgow | G4 9SP
.
[1]Scottish Canals
 

This email may contain confidential or privileged material and is intended
only for the person or entity to which it is addressed. If you are not the
intended recipient, the use, disclosure, copying or distribution of this
information is prohibited and may be unlawful. The contents of this email
may be intercepted, monitored or recorded by Scottish Canals for the
purposes of ensuring compliance with its policies and procedures. Any
liability (in negligence or otherwise) arising from any third party
acting, or refraining from acting, on any information contained in this
email is excluded. Any views expressed in this message are those of the
individual sender and do not necessarily represent the views of Scottish
Canals. If you have received this email in error please notify the
originator of the message. The address of British Waterways T/A Scottish
Canals is Canal House, 1 Applecross Street, Glasgow, G4 9SP

References

Visible links
1. https://www.scottishcanals.co.uk/