Communications & Telephony Request

Independent Complaints Reviewer Nid oedd gan y wybodaeth y gofynnwyd amdani.

Dear Independent Complaints Reviewer,

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 £)?
When is your contract renewal date?

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?
When is your contract renewal date?

Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?

How many employees do you have overall within your organisation?

Who currently provides your calls and lines?
What is your current annual spend on calls and lines?
When is your contract renewal date?
Are you using SIP or ISDN?
Do you use a wide area network?

Thank you in advance for your support in this.

Yours faithfully,

Daniel Leonard

ICR Inbox, Independent Complaints Reviewer

Dear Mr Leonard
 
Thank you for your email.
 
I have numbered your questions in your email below and my responses to
these questions are as follows:
 
Questions 1 - 5. As noted in the Independent Complaints Reviewer’s Annual
Reports and on our website the ICR Office is managerially independent from
HM Land Registry but the overall running costs of the office are met by HM
Land Registry . The ICR Office rents floor space from the Department for
Business, Energy & Industrial Strategy (‘BEIS’) at 1 Victoria Street as
set out in the agreement between BEIS and HM Land Registry (on behalf of
the ICR Office). Telephony is part of the service provided in this
agreement - three analogue telephone lines. The cost of using these lines
is part of the service charge. The agreement that we have with BEIS ends
on October 2020.  BEIS, as the provider of the telephony, is best placed
to answer questions 1-5 as the ICR Office has no knowledge regarding the
details of the telephony that it uses.
 
Questions 6 – 11. As the ICR Office does not have a Contact centre system
the answers to these questions are “not applicable”
 
Question 12. The ICR Office uses Microsoft Skype for Business
 
Question 13.  As noted in our website and the annual report, the
Independent Complaints Reviewer’) has 3 employees seconded from HM Land
Registry but directly line-managed by the ICR.
 
Questions 14 – 15. As stated above, calls and lines are provided by BEIS
as part of the agreement.  I believe that the service provider is BT.
Annual cost of the calls and lines is made up as part of the service. The
service charge also includes (but not limited to) costs relating to
maintenance, repair, building services, security and office services. The
annual service charge costed against the ICR Office for the 2018/2019
financial year was £3,016.
 
Question 16. The agreement referred to above does not contain a renewal
date.
 
Question 17 . Analogue lines are being used.
 
Question 18. We do not use a wide area network.
 
 
Regards
 
Denyse St Rose
Office Manager and Investigations Officer
ICR Office
1 Victoria Street, London SW1H 0ET
Telephone: 020 7930 0749
 

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