Communications & Services

The request was partially successful.

Dear University of 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

Paul Osborne,

Dear Daniel,
Thank you for your freedom of information request received by this office
(UWTSD) and the compliance email address of University of Wales on 20th
July 2020. Please be aware that all information requests place some degree
of demand on the University's resources in terms of costs and staff time
and that currently UWTSD may need to prioritise resources to other areas,
or adapt its usual approach to information governance work, in order to
meet the unprecedented challenges we are all facing during the Coronavirus
(COVID-19) pandemic.

Therefore, we need to advise you that you may experience a delay in
receiving a response to information rights requests during the Coronavirus
(COVID-19) pandemic.

Thank you for your understanding.

Yours sincerely,

Paul Osborne BSocSc(Hons) LLM, Solicitor

Swyddog Diogelu Data / Data Protection Officer

Campws Busnes Abertawe SA1 1NE Cymru DU/ Swansea Business Campus, SA1 1NE,
Wales, UK

Llinell Uniongyrchol / Direct Line: 01792 481180

e-bost / e-mail: [email address]

FoI Requests,

Dear Daniel,

 

Thank you for your freedom of information request received by this office
and the compliance address of University of Wales on 21^st July 2020 and
please accept my apologies for the delay in this joint response as beneath
in red narrative.

 

Please confirm the manufacturer of your telephony system(s) that are
currently in place? Mitel
When was the installation date of your telephony equipment? 2007 - 2014
Who maintains your telephony system(s)? PSU Technology
Please confirm value of the initial project and value of annual
support/maintenance services (in £)? Approx. £9k-10K, Annual Maintenance
£25,000
Does your annual maintenance service include moves, adds and changes? And
if not what is the annual cost of moves, adds & changes? Not included
When is your contract renewal date? Nov 2020
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? Skype for Business Enterprise Voice/Teams

Please confirm the manufacturer of your Contact centre system(s) that are
currently in place? None
When was the installation date of your contact centre infrastructure?n/a
Who maintains your contact centre system(s)?
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? GCI/UKINT
What is your current annual spend on calls and lines? TBC
When is your contract renewal date? Revolving contract
Who provides your wide area network? How many sites are connected?
JISC/UKITN/Excel:9 Sites

How many employees do you have overall within your organisation? 1200 FT
Can you provide contact details for your procurement lead / category
manager for these services? Matt Marl
Can you provide names and contact details for the following people within
your organisation?

CIO / IT Director
Head of IT[1][email address]
Head of Digital Transformation
Head of Customer services  n/a

 

You may request a review of the information contained within this freedom
of information response from my colleague Lee
Bartlett ([2][email address]) If you remain dissatisfied
following the review you may appeal to the Information Commissioner at
ico.org.uk. Alternatively, you may write to the ICO at:

 

Head Office

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a
national rate number

 

Yours sincerely,

 

Paul Osborne   BSocSc(Hons) LLM,
Solicitor                                                                                                            

Swyddog Diogelu Data   /  Data Protection Officer

Campws Busnes Abertawe SA1 1NE Cymru DU/ Swansea Business Campus, SA1 1NE,
Wales, UK

Llinell Uniongyrchol / Direct Line: 01792
481180                                               

e-bost / e-mail: [3][email address]

 

 

 

 

 

References

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