Communications & Services
Dear Public Services Ombudsman for Wales,
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
Dear Mr Leonard
Our reference: 202001415
Thank you for your information request received today, which I acknowledge
on behalf of the Ombudsman’s office.
Your request will now be considered under the Freedom of Information Act
2000. Under the Act, you should expect to receive a response 20 working
days from the date we received your request. You should therefore expect
to hear from us again by 17 August 2020 at the latest. If there is any
problem with meeting this timescale, I will let you know before then.
There is further information available on our website that explains how we
consider requests under the Freedom of Information Act 2000. This also
explains how we process your personal information for the purposes of
considering your request. [1]Read more.
With kind regards
Alison
Alison Parker
Rheolwr Llywodraethu Gwybodaeth / Information Governance Manager
Dear Mr Leonard
Request reference: 202001415
Please find attached response to your recent FOI request.
With kind regards
Alison
Alison Parker
Information Governance Manager
--
Public Services Ombudsman for Wales/Ombwdsmon Gwasanaethau Cyhoeddus Cymru
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