Your email request for information under the Freedom of Information Act
2000 is acknowledged. 

If your query relates to a subject access/medical records request please
contact the medical records department at: [email address].

If your query relates to a reference request please send this to:
[email address].

If your query relates to any other personal information/Data Protection
Act matters please contact the Information Governance Manager at:
[email address].    

If your query does not relate to the Freedom of Information Act or Data
Protection Act please contact the Communications Department at:
[email address].

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Dear Daniel Leonard,

I am writing in respect of your recent request for information to Barnet, Enfield and Haringey Mental Health NHS Trust (“The Trust”) under the provisions of the Freedom of Information Act 2000 (“The Act”) which we received on 29 November 2021.

We have considered your request under section 1(1) of the Freedom of Information Act which entitles you to be provided with any information held by a public authority, unless an appropriate exemption applies. Accordingly, we have answered your request in the order raised:

Telephony and UC/ Collaboration

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

When was the installation date of your telephony equipment? - The managed telephony services were formally renewed under a new contract on 29.5.21;

When is your contract renewal date? - Contract renewal /or extension date is 29.5.24;

Who maintains your telephony system(s)? - Solution hosted and maintained by Vodafone with Trust in-house team;

Please confirm the value of the initial project - The transition costs into the new contract arrangements were £8,500;

Please confirm the total ongoing annual spend on telephony - Managed service charges are approximately £352,000pa;

Please confirm the annual support cost for your telephony system - Support is included as part of the fully managed service;

Do you use Unified Communications or Collaboration tools , if so which ones? - MS Teams;

Contact Centre

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

We have not provided you with the details of manufacturer for reasons outlined below:

The Trust has applied a Section 31(1)(a) exemption of the Act on grounds, to protect information which could prejudice, what will be referred to for the purposes of this guidance as general law enforcement activities. The duty to confirm or deny whether information is held does not apply where to do so would or would be likely in itself to prejudice the interest protected by an exemption. The exemption thus, allows public authorities who do not have law enforcement function to protect the work of one that does.

The Information Commissioner’s Office (ICO) defines ‘prejudice’ in legal terms, to be commonly understood to mean harm. To say that disclosure would or would be likely to prejudice the interests specified in the exemption implies that it would (or would be likely to) harm those interests.

And in so doing by withholding the manufacturer of our contact centre system(s), the Trust seeks to protect itself and /or its vulnerability from the likelihood of cyber-crime /or its systems from being targeted.

In considering your request, we have taken into account the public interest test in providing the information to you.

Factors considered in favour of disclosure of the information:

•that, disclosure of the information would further public understanding, participation and debate on issue at hand;
•the Trust should remain open and transparent in its activities to maintain greater public confidence in its activities;
•that it is always in public interest that public organisations act with integrity by justifying their decision making which are likely to affect the public;
•that as a public authority, the trust should be subject to scrutiny in its affairs given it is a publicly funded organisation.

Consideration made against disclosure of Trust contact centre system(s) manufacturers:

The Trust acknowledges that although there are extenuating factors in favour of the information being disclosed, the public would not expect the Trust to disclose information which could potentially lead to the exposure of its systems to cyber threat. On balance, it is submitted that any such public interest ramifications, are outweighed by use of the exemption. In that, matters regarding data security does not only affect the affairs of the Trust, but has a correlated effect on patient information; and wider exposure of National Health Service (NHS) system vulnerabilities should this information be circulated publicly. As such, we have not disclosed this information to you.

When was the installation date of your contact centre infrastructure? - Please see our response above on contract renewal;

When is your contract renewal date? - ? As above;

Who maintains your contact centre system(s)? - Vodafone;

Please confirm value of the initial project? - Please see our response above;

Please confirm the value of annual support/maintenance services (in £)? And overall annual spend for the contact centre - As above;

How many contact centre agents do you have? – 50 concurrent support agents;

Do agents work from home? Or just your offices? - From home and at work);

Do you use a CRM in the contact centre? What platform is used? - The Trust uses RiO the equivalent of a CRM;

Do you use a knowledge base / knowledge management platform? What platform is used? - Section 31(1)(a) exemption. Please refer to our comments above;

Who provides your WAN and internet connectivity and the annual spend on each – Virgin Media;

Have you , or do you plan to deploy SD Wan services - Yes as part of our WAN srategy;

Have you got SIP trunks, if so who from and confirm annual spend – Provided as part of the managed service. SIP truck costs are not itemised as such, the Trust does not hold the information in the way requested. The length of time it would take to manually go through each individual invoice would exceed the timescales of compliance as set out in section 12 of the FOI Act. This is based on reviewing invoives to determine what information falls within the criteria at a rate of £25.00 per hour, regardless of the rate of pay of any individual involved in the retrieval of requested information and equates to 18 hours work or £450.

Please confirm who provides your LAN, WIFI and Security infrastructure – Atos;

Please confirm your annual spend on each - Part of the base contract with Atos for multiple technologies;

Please confirm your data centre switching and security infrastructure and have you deployed cloud based security and threat management - The information is exempt under Section 31(1)(a). Please refer to our response above on the exemption;

Organisation

How many employees do you have overall within your organisation? - 3502;

Can you provide contact details for your procurement lead / category manager for these services? - The information is exempt under Section 40(2);

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

• CIO / IT Director - We consider that the information is reasonably accessible by other means and Exempt under Section 21 of the FOI Act. Under our Sectionb 16 duty to provide advice and assistance however, you may find the following link useful: https://www.beh-mht.nhs.uk/trust-board-p...

• Head of IT - Information Exempt;

• Head of Digital Transformation - Information Exempt;

• Head of Customer services - Information Exempt.

*** Names and contact detials per your request, is exempt under Section 40(2) of the Act on grounds that, it is personal information and a disclosure could potentially result to a breach under General Data Protection Regulation (GDPR). As such, we have not provided you with the information.

Conditions of use
Any information supplied to you is free to use for your own purposes, including any non-commercial research you are doing and for the purposes of news reporting. Any other re-use, for example commercial publication and subscription charge, would require the permission of the Trust.

Our copyright and database right material is licensed for use and re-use under the Open Government Licence (OGL). You can view the licence online, or write to: Information Policy Team, The National Archives, Kew, Richmond, Surrey TW9 4DU

We hope you are satisfied with the way in which your request was handled, if not you may request an internal review by writing to the Chief Executive at the address shown at the top of this letter or by email to: [email address], within 40 days of this letter. When contacting the Trust please quote the above reference that is unique to your request.

If you are dissatisfied with the outcome of the internal review, you can appeal to the Information Commissioner, who will consider whether the Trust has complied with its obligations under the Act, and can require the Trust to remedy any problems. You can find out more about how to do this, and about the Act in general, on the Information Commissioner’s website at: www.ico.org.uk. Appeals to the Information Commissioner should be sent to: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

A Yakubu

Trust FOI Manager
Barnet, Enfield and Haringey Mental Health NHS Trust
Orchard House, St Ann’s Hospital, London N15 3TH
Email: [Barnet, Enfield and Haringey Mental Health NHS Trust request email]

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