Nigel Brinn, Corporate Director Rheoli Gwybodaeth/
(Economy and Environment) /
Cyfarwyddwr Corfforaethol (Yr Information Compliance
Economi a’r Amgylchedd)/
Neuadd Y Sir / County Hall

Spa Road East

Llandrindod Wells

Powys LD1 5LG
  If calling please ask for / Os yn galw
gofynnwch am
 
Information Compliance
 
Tel / Ffôn: 01597 82 7543
 
Email/Llythyru electronig:
  [1][email address]

Our ref / Ein cyf: 2020-1044F

Date / Dyddiad: 14/12/2020

Request Accepted

FREEDOM of INFORMATION ACT 2000

Dear Mr Leonard

Thank you for your request for information that was forwarded to this
office on 13/12/2020 and will be taken forward with the start date of
14/12/2020, you requested details of the following:

Telephony and Contact Centre Systems

The above is a summary of your request. The full details of the
information sought is provided to the officer to whom the request is
tasked.

Your request will now be considered and you will receive a response within
the statutory timescale of 20 working days as defined by the Act, subject
to the information not being exempt or containing a reference to a third
party. In some circumstances Powys County Council may be unable to achieve
this deadline. If this is likely you will be informed and given a revised
time-scale at the earliest opportunity.

There may be a fee payable for the retrieval, collation and provision of
the information you request. If this is the case you will be informed and
the 20 working day timescale will be suspended until we receive payment
from you. If you choose not to make a payment then your request will
remain unanswered.

Some requests may also require either full or partial transference to
another public authority in order to answer your query in the fullest
possible way. Again, you will be informed if this is the case.

The due date for responding to this request for information is 14/01/2021.

Please be advised that the Council is still delivering services in
response to the ongoing Coronavirus pandemic and operating under its
Business Continuity Plan and as such these may impact on the Council’s
ability to deliver it’s information request functions as the Council
recovers from changes to working practices and re-deployment of staff etc.
We will make every effort to respond in a timely manner but your
information request may take longer than the prescribed timeframes within
the legislation for which we apologise in advance.

Should you need to discuss this further please contact the Information
Compliance Team on 01597 827543.

I would like to take this opportunity to thank you for your interest in
Powys County Council.

Yours sincerely,

Information Compliance Team

We keep your details safe and we have updated our privacy notice in line
with the requirements set out in General Data Protection Regulations. We
will only ever use the details you share with us to enable us to undertake
our statutory obligations. You can find out more by looking on our web
site. [2]https://en.powys.gov.uk/privacy

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References

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1. mailto:[email address]
2. https://en.powys.gov.uk/privacy

Nigel Brinn, Corporate Director Rheoli Gwybodaeth/
(Economy and Environment) /
Cyfarwyddwr Corfforaethol (Yr Information Compliance
Economi a’r Amgylchedd)/
Neuadd Y Sir / County Hall

Spa Road East

Llandrindod Wells

Powys LD1 5LG
If calling please ask for / Os yn galw
gofynnwch am

Tel / Ffôn: 01597 82 7543

Email/Llythyru electronig:
[1][email address]

Our ref / Ein cyf: 2020-1044

Date / Dyddiad: 21/01/2021

Dear Mr Leonard

Thank you for your request for information dated 13/12/2020 concerning
telephony and contact centre systems.

This is to inform you that your request has been considered and I can
provide the following response:

Request & Response:

Please confirm the manufacturer of your telephony system(s) that are
currently in place? Avaya and Skype for Business.

When was the installation date of your telephony equipment? May 2007 for
Ayava, February 2017 for Skype for Business.

Who maintains your telephony system(s)? Maintel, Sfb - Loopup

Please confirm value of the initial project and value of annual
support/maintenance services (in £)? Powys County Council do not have
records for Avaya initial project costs as such Section 1 of the Freedom
of Information Act 2000 is engaged. The value for the support and
maintenance service is approximately £30K.

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

When is your contract renewal date? 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? Avaya, Skype for Business and Teams.

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

When was the installation date of your contact centre infrastructure? May
2007.

Who maintains your contact centre system(s)? Maintel.

Please confirm value of the initial project and value of annual
support/maintenance services (in £)? Powys County Council do not have
records for Avaya initial project costs as such Section 1 of the Freedom
of Information Act 2000 is engaged. The value for the support and
maintenance service is approximately £30K.

How many contact centre employees/agents do you have? Approximately 90.

Do agents work from home? Or just your offices? Staff are currently
working at home due to COVID.

When is your contract renewal date? 2021

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

Do you use a knowledge base / knowledge management platform? What platform
is used? No.

Who currently provides your calls and lines? Softcat

What is your current annual spend on calls and lines? Approximately £360k.

When is your contract renewal date? 2021.

Who provides your wide area network? How many sites are connected? BT
Global Services, with approximately 160 sites connected.

How many employees do you have overall within your organisation? 5757
employees overall as at 14/01/2021.

Can you provide contact details for your procurement lead / category
manager for these services? Diane Reynolds, Head of Digital Services,
[2][email address].

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

All the following can be contacted through the following number, 01597
826000 during office hours and providing the name or department you
require.

CIO / IT Director – Nigel Brinn, Corporate Director (Economy and
Environment), [3][email address].

Head of IT – Diane Reynolds, Head of Digital Services,
[4][email address].

Head of Digital Transformation – Diane Reynolds, Head of Digital Services.

Head of Customer services – Diane Reynolds, Head of Digital Services.

Under Section 1 of the Freedom of Information Act a public authority is
required to inform you

1 (a) whether the information requested is held by the public authority,
and

(b) to have that information communicated if that is the case.

In this case the information requested is not held.

We regret the delay you have experienced with this request. We acknowledge
that Powys County Council has failed in its obligation under the Freedom
of Information Act 2000, to provide you with a response to your request
within the statutory timescale of 20 working days. Please accept our
apologies for this and for any inconvenience this may have caused.

We believe that this request is now complete and shall be closed
immediately. Should any further information be requested regarding this
topic, a separate request will need to be submitted.

We would like to take this opportunity to thank you for your interest in
Powys County Council.

Yours sincerely,

Information Compliance Team

The supply of documents under Freedom of Information does not give the
person or organisation who receives them an automatic right to re-use the
documents in a way that would infringe copyright.

You are free to use any information supplied for your own use, including
for non-commercial research purposes. The information may also be used for
the purposes of news reporting. However, any other type of re-use, for
example, by publishing the information or issuing copies to the public
will require the permission of the copyright owner. The copyright of most
of the information that we provide in response to Freedom of Information
Act requests will be owned by Powys County Council. The copyright in other
information may be owned by another person or organisation, as indicated
in the information itself. For HMSO Guidance Notes on a range of copyright
issues, see the Office of Public Sector Information(OPSI) website:
[5]http://www.opsi.gov.uk/advice/crown-copy...

If you are dissatisfied with the service you have received in relation to
your request and wish to make a complaint, please contact Information
Compliance. Our complaints procedure is available on request or on our
website.

If you are still not satisfied following this, you can make an appeal to
the Information Commissioner, who is the statutory regulator. The
Information Commissioner can be contacted at:

Information Commissioner's Office

2nd floor

Churchill House

Churchill way

Cardiff

CF10 2HH

Tel: 0330 414 6421

Email: [6][email address]

[7]www.ico.org.uk

[8]Footer_banner[1]

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References

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1. mailto:[email address]
2. mailto:[email address]
3. mailto:[email address]
4. mailto:[email address]
5. http://www.opsi.gov.uk/advice/crown-copy...
6. mailto:[email address]
7. http://www.ico.org.uk/