Communications & Services
Dear Oxford City Council,
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?
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
Oxford City Council – Reference: 11107
Thank you for your email. Your request was received on 12^th April 2022
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.
Due to an unprecedented volume of Freedom of Information Requests
currently, it is likely that some requests may go beyond the 20 working
days, we are working as hard as possible to respond in a timely manner,
but we feel it is better to keep requestors informed in advance.
Yours sincerely
Sal Bartlett | Information Governance Administrator| Law & Governance |
SA1.2B | Oxford City Council | St Aldates Chambers | St Aldates | Oxford |
OX1 1DS |
For any Data Protection queries please send the email directly to the
[email address] mailbox
Dear Daniel Leonard,
Re: Freedom of Information Request, Oxford City Council – REF 11107
Further to the acknowledgement below, I can respond to your Freedom of
Information Act 2000 request received on 22^nd April 2022 as follows:
Request:
1. Please confirm the manufacturer of your telephony system(s) that
are currently in place?
2. When was the installation date of your telephony equipment?
3. Who maintains your telephony system(s)?
4. Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
5. Does your annual maintenance service include moves, adds and
changes? And if not what is the annual cost of moves, adds & changes?
6. When is your contract renewal date?
7. 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?
8. Please confirm the manufacturer of your Contact centre system(s)
that are currently in place?
9. When was the installation date of your contact centre
infrastructure?
10. Who maintains your contact centre system(s)?
11. Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
12. How many contact centre employees/agents do you have?
13. Do agents work from home? Or just your offices?
14. When is your contract renewal date?
15. Do you use a CRM in the contact centre? What platform is used?
16. Do you use a knowledge base / knowledge management platform? What
platform is used?
17. What is your current annual spend on calls and lines?
18. When is your contract renewal date?
19. Who provides your wide area network? How many sites are connected?
20. How many employees do you have overall within your organisation?
21. Can you provide contact details for your procurement lead / category
manager for these services?
22. Can you provide names and contact details for the following people
within your organisation?
23. CIO / IT Director
24. Head of IT
25. Head of Digital Transformation
26. Head of Customer services
Response:
1. Please confirm the manufacturer of your telephony system(s) that
are currently in place?
BT
2. When was the installation date of your telephony equipment?
2010
3. Who maintains your telephony system(s)?
BT
4. Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
Annual Value = 424k (initial project values unknown)
5. Does your annual maintenance service include moves, adds and
changes? And if not what is the annual cost of moves, adds & changes?
YES – Ad hoc depending on requirement
6. When is your contract renewal date?
March 2023
7. 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?
NO
8. Please confirm the manufacturer of your Contact centre system(s)
that are currently in place?
Netcall
9. When was the installation date of your contact centre
infrastructure?
2010
10. Who maintains your contact centre system(s)?
Netcall
11. Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
45k annual (initial project value unknown)
12. How many contact centre employees/agents do you have?
42 FTE’s
13. Do agents work from home? Or just your offices?
Both on site and remote.
14. When is your contract renewal date?
July 2023
15. Do you use a CRM in the contact centre? What platform is used?
Currently not using one
16. Do you use a knowledge base / knowledge management platform? What
platform is used?
Currently not using one
17. What is your current annual spend on calls and lines?
Please see response on BT costs
18. When is your contract renewal date?
March 2023
19. Who provides your wide area network? How many sites are connected?
Vodafone
20. How many employees do you have overall within your organisation?
Oxford Direct Services: 546
Oxford City Council: 753
Total 1299
21. Can you provide contact details for your procurement lead / category
manager for these services?
Rocco Labellarte [1][email address]
22. Can you provide names and contact details for the following people
within your organisation?
a. CIO / IT Director: Rocco Labellarte [2][email address]
b. Head of IT: Rocco Labellarte [3][email address]
c. Head of Digital Transformation: Rocco Labellarte
[4][email address]
d. Head of Customer Services: Redacted under s40 of Freedom of
Information Act 2000 (no consent to release of personal information)
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,
Freedom of Information Team | Law and Governance | SAC 3.8 | Oxford City
Council | St Aldates Chambers | 109-113 St. Aldate's | Oxford | OX1 1DS
Website: [6]www.oxford.gov.uk | Follow us on Twitter:
[7]www.twitter.com/OxfordCity | Like us on Facebook:
[8]www.facebook.com/OxfordCityCouncil
From: freedomofinformation
Sent: 25 May 2022 11:39
To: 'Daniel Leonard' <[FOI #861491 email]>
Subject: RE: Freedom of Information request - Communications & Services -
11107
Dear Mr Leonard
Oxford City Council – Reference: 11107
Thank you for your email. Your request was received on 12^th April 2022
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.
Due to an unprecedented volume of Freedom of Information Requests
currently, it is likely that some requests may go beyond the 20 working
days, we are working as hard as possible to respond in a timely manner,
but we feel it is better to keep requestors informed in advance.
Yours sincerely
Sal Bartlett | Information Governance Administrator| Law & Governance |
SA1.2B | Oxford City Council | St Aldates Chambers | St Aldates | Oxford |
OX1 1DS |
For any Data Protection queries please send the email directly to the
[9][email address] mailbox
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