Communications & Services

Daniel Leonard made this Rhyddid Gwybodaeth request to Oxford City Council as part of a batch sent to 236 authorities

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Roedd y cais yn llwyddiannus.

Dear Oxford City Council,

Telephony and UC/ Collaboration
Please confirm the manufacturer of your telephony system(s) that are currently in place
When was the installation date of your telephony equipment?
When is your contract renewal date?
Who maintains your telephony system(s)?
Please confirm the value of the initial project
Please confirm the total ongoing annual spend on telephony
Please confirm the annual support cost for your telephony system
Do you use Unified Communications or Collaboration tools , if so which ones?

Contact Centre
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?
When is your contract renewal date?
Who maintains your contact centre system(s)?
Please confirm value of the initial project?
Please confirm the value of annual support/maintenance services (in £)? And overall annual spend for the contact centre

How many contact centre agents do you have?
Do agents work from home? Or just your offices?
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?

Connectivity and Network Services
Who provides your WAN and internet connectivity and the annual spend on each
Have you , or do you plan to deploy SD Wan services
Have you got SIP trunks, if so who from and confirm annual spend
Please confirm who provides your LAN, WIFI and Security infrastructure
Please confirm your annual spend on each
Please confirm your data centre switching and security infrastructure and have you deployed cloud based security and threat management

Organisation
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

freedomofinformation, Oxford City Council

Dear Mr Leonard,
 
Oxford City Council – Reference: 9982
 
Thank you for your email below.  Your request was received on 23rd March
2021 and you will be sent a response within 20 working days (of receipt)
in accordance with the Freedom of Information Act 2000/ Environmental
Information Regulations 2004 (EIR), subject to the information not being
exempt or containing reference to a third party.
 
The Information Commissioner’s Office (ICO) recognises the unprecedented
challenges all are facing during the coronavirus (COVID-19) pandemic.
 
In particular they understand that resources, whether they are finances or
people, may be diverted away from usual compliance or information rights
work. Whilst the ICO can’t extend statutory timescales, they will not be
penalising public authorities for prioritising other areas or adapting
their usual approach during this extraordinary period.
 
Therefore while the Council will make every effort to comply with the
Statutory Requirements you may experience understandable delays when
making information rights requests during the pandemic.
 
Yours sincerely
 
Kathryn Winfield
Information Governance Requests Officer
 
Kathryn Winfield | Information Governance Requests Officer | Oxford City
Council | Law and Governance | St. Aldate's Chambers | Oxford | OX1 1DS |
Email: [email address] | T: 01865 252007
My working days are Mondays, Tuesdays and Wednesdays
 
Stop the virus from spreading. Keep Oxford safe.
Follow the guidance: Clean hands. Wear a face mask. Keep your distance.
Get tested if you have symptoms.
 
 
 
 

dangos adrannau a ddyfynnir

freedomofinformation, Oxford City Council

Dear Mr Leonard,
 
Oxford City Council – Reference: 9982
 
Further to the acknowledgement below, I can respond to your Freedom of
Information Act 2000 request received on 23^rd March 2021 as follows:
 
Telephony and UC/ Collaboration
Please confirm the manufacturer of your telephony system(s) that are
currently in place BT
When was the installation date of your telephony equipment? 2017
When is your contract renewal date? 1/10/21
Who maintains your telephony system(s)? BT
Please confirm the value of the initial project £330,00 pa
Please confirm the total ongoing annual spend on telephony £330,000 pa
Please confirm the annual support cost for your telephony system
£330,000pa
Do you use Unified Communications or Collaboration tools , if so which
ones? Teams, Zoom, Lync (to be discontinued in Q1/2021
 
Contact Centre
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?
When is your contract renewal date?
Who maintains your contact centre system(s)?
Please confirm value of the initial project?
Please confirm the value of annual support/maintenance services (in £)?
And overall annual spend for the contact centre
 
The only details we hold for the above are:
Lagan- Verint (Formerly Kana Software)
01/04/2015 to 31/03/2019
Not renewed- Terminated
£51,807.00 Annual Support Value.
 
Netcall Liberty/QMAX - Telephone Contact Centre Software
01/05/2013
Currently ongoing – rolling contract
£44,061.00 Annual support
 
How many contact centre agents do you have? 48 fte
Do agents work from home? Or just your offices? Blended home and office
Do you use a CRM in the contact centre? What platform is used? No
Do you use a knowledge base / knowledge management platform? What platform
is used? Microsoft sharepoint
 
 
Connectivity and Network Services
Who provides your WAN and internet connectivity and the annual spend on
each
WAN – Virgin Media £21,000
Internet – SCC £22,800
Have you , or do you plan to deploy SD Wan services - No
Have you got SIP trunks, if so who from and confirm annual spend – Part of
the BT Contract. No breakdown on SIP trunks
Please confirm who provides your LAN, WIFI and Security infrastructure
LAN – Managed Internally – Costs are absorbed within the ICT service
Wi-Fi – Managed internally – Costs are absorbed within the ICT service
Security – SCC – Costs are absorbed within the hosting contract. Not
broken down.
Please confirm your annual spend on each (See above)
Please confirm your data centre switching and security infrastructure and
have you deployed cloud based security and threat management
Information not provided due to specificity of security infrastructure-see
exemption below
 
Organisation
How many employees do you have overall within your organisation?-713
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 – Rocco Labellarte [1][email address]
•       Head of IT – Rocco Labellarte [2][email address]
•       Head of Digital Transformation – Rocco Labellarte
[3][email address]
•       Head of Customer services – Helen Bishop [4][email address]
 
 
 
For your information this part of your request constitutes a refusal
notice under Section 17.1 of the Freedom of Information Act 2000.
 
Under the provisions of the exemption to disclosure contained at Section
31 (3) of the Act – Law Enforcement - the Council neither confirms nor
denies that it holds relevant information as it deems that to do so would
prejudice matters referenced at sub-section (1) of said exemption, in
particular the prevention or detection of crime.
 
Prevention and detection of crime/law enforcement
 
Information is exempt if its release would, or would be likely to
prejudice any of the general law enforcement activities.
Section 31 of the FOIA creates an exemption from the right to know if
releasing the information would or would be likely to prejudice:
• the prevention or detection of crime;
 
Section 31 is a qualified exemption, and, consequently, it is subject to a
public interest test.  I believe that the disclosure of the information
could enable individuals to deduce how successful the Council is in
detecting these attacks and incurring this risk can be deemed not in the
public interest.  Specific details of security products and the way the
Council’s systems are protected could place the Council at risk of fraud
and crime.  Such systems hold information about individuals and the
possible chain of events that results from releasing this information
could put individuals and the Council at risk of criminal activity.
 
As such, I think that the public interest in maintaining the exemption
because of the the importance of the prevention of crime outweighs any
public interest in releasing the data.
 
Therefore, I consider that the exemption under Section 31 of the FOIA is
engaged.   
 
If you disagree with any part of the response to your request, you are
entitled to ask the Council for an internal review of the decision(s)
made.  You may do this by writing to the Monitoring Officer, by either
email – [5][email address] – or by post to Monitoring Officer, Oxford
City Council, St Aldate’s Chambers, St Aldate’s, Oxford, OX1 1DS.  After
the result of the internal review, if you remain dissatisfied, you may ask
the Information Commissioner to intervene on your behalf.  You may do this
by writing to the Information Commissioner's Office, Wycliffe Lane,
Wilmslow, Cheshire, SK9 5AF.
 
Yours sincerely
 
Kathryn Winfield
Information Governance Requests Officer
 
Kathryn Winfield | Information Governance Requests Officer | Oxford City
Council | Law and Governance | St. Aldate's Chambers | Oxford | OX1 1DS |
Email: [6][email address] | T: 01865 252007
My working days are Mondays, Tuesdays and Wednesdays
 
Stop the virus from spreading. Keep Oxford safe.
Follow the guidance: Clean hands. Wear a face mask. Keep your distance.
Get tested if you have symptoms.
 
 
 
 
_____________________________________________

dangos adrannau a ddyfynnir