This is a notification to confirm that we have received your email and are
looking into your query. We will respond to you further in due course and
in line with any legislative deadlines. 
Regards,
The Freedom Of Information (FOI) team

National Citizen Service Trust is a not-for-profit organisation
incorporated by Royal Charter and established to shape, support, champion
and lead a thriving National Citizen Service.

National Citizen Service Trust is registered in England and Wales with
Royal Charter Body number RC000894. Our registered office is at The
Pembroke Building, Kensington Village, Avonmore Road, London, W14 8DG.

CONFIDENTIALITY NOTICE

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Dear Mr Leonard
Information Requested FOI - Ref No: 00215089
Responding to your FOI request
 
Please see below our response to your FOI request.

1. Please confirm the manufacturer of your telephony system(s) that are
currently in place?
NCS Trust does not have a traditional telephone system. We use a VOIP
unified communications platform.

2. When was the installation date of your telephony equipment?
As NCS Trust does not have a traditional telephone system no hardware is
required.  Therefore we do not have any information to provide in response
to your question.

3. Who maintains your telephony system(s)?
4. Please confirm the value of the initial project and value of annual
support/maintenance services (in £)?  
5. When is your contract renewal date?
For questions 3-5, as stated above, NCS Trust does not have a traditional
telephone system. Therefore we do not have any information to provide you
in response to your questions above.

6. Please confirm the manufacturer of your Contact centre system(s) that
are currently in place?
We use the Vonage/NVM platform for contact centre telephony.

7. When was the installation date of your contact centre infrastructure?
We have had the platform for nearly 3 years and have recently upgraded as
a result of changes to our network of delivery partners.

8. Who maintains your contact centre system(s)?
The system is cloud based and we have a direct relationship with the
solution provider.

9. Please confirm the value of the initial project and value of annual
support/maintenance services (in £)?
£415,000 Total spend on maintenance and support of contact centre
technology and call plans and integration with a cloud based CRM.

10. How many contact centre employees/agents do you have?
We do not have any directly employed, first line contact centre agents. We
have a directly employed team of 12 2nd line agents who deal with complex
issues and complaints.

11. When is your contract renewal date?
We are currently re-tendering now under an OJEU compliant process.

12. 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?
We use Google Hangouts/Hangouts Meet extensively across NCS Trust.

13. How many employees do you have overall within your organisation?
At time of this request we have 243 employees.

14. Who currently provides your calls and lines?
15. What is your current annual spend on calls and lines?

16. When is your contract renewal date?

17. Are you using SIP or ISDN?

For questions 14-17, as stated above, NCS Trust does not have a
traditional telephone system. Therefore we do not have any information to
answer your above questions.

Do you use a wide area network?
No
Next Steps
 
We hope that the above response is clear. The deadline to respond to a
freedom of information request is 20 working days following the date that
the request is received and we have met that deadline. If you have any
further queries please do not hesitate to contact us back on this email
address.

NCS Trust is committed to making information available under the Freedom
Of Information Act 2000 and to ensuring that the service it provides for
those wishing to gain access to information is simple, efficient and
effective. If you feel the service you have received does not meet the
legislative requirements please write, giving details of your complaint,
by email to "[1][National Citizen Service Trust request email]" or, if you are contacting us by post,
by writing to the following address: National Citizen Service Trust, the
Pembroke Building, Avonmore Road, Kensington, London W14 8DG.
 
Your complaint will be fully investigated and treated confidentially by
NCS Trust. If your complaint is about a response to a request for
information, it will be dealt with by a member of staff at NCS Trust who
was not involved in the original decision. An initial response will be
made within 5 working days of receipt of the complaint. A full
investigation and any decision will be made and conveyed to you within 20
working days. If we are unable to deal with your complaint within this
timeframe we will inform you and let you know the reason for the delay.
 
If your complaint is upheld you will be notified of what action will be
taken. If the complaint is not upheld you will be given a reason for the
decision. If NCS Trust does not deal with your complaint to your
satisfaction, you are entitled to refer your complaint to:

The Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
[2]www.ico.org.uk 

Yours sincerely,

The NCS Trust FOI Team
[3][National Citizen Service Trust request email]

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