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10 South Colonnade, Canary Wharf, London E14 4PU
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Email: [8][Commission on Human Medicines request email]
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dangos adrannau a ddyfynnir

Our Ref: FOI 19/588

Dear Daniel Leonard,

RE: REQUEST UNDER THE FREEDOM OF INFORMATION ACT 2000

Thank you for your enquiry which we received on 28 November 2019.

I confirm that your request is now being handled under the Freedom of Information Act and you should receive a reply within 20 working days from our date of receipt.

If you need to contact us again about this request, please quote the reference number above.

Kind Regards,

Customer Services
Communications division
Medicines and Healthcare Products Regulatory Agency
10 South Colonnade, Canary Wharf, London E14 4PU
Telephone: 020 3080 6000
Email: [Commission on Human Medicines request email]
Stay connected: mhra.gov.uk/stayconnected

dangos adrannau a ddyfynnir

FOI 19/588

Dear Daniel Leonard,

Thank you for your email of the 28 November.

Please find below answers to the questions your raise;

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

When was the installation date of your telephony equipment? July 2019

Who maintains your telephony system(s)? Vodafone infrastructure; Avaya
Contact Centre

Please confirm value of the initial project and value of annual
support/maintenance services (in £)? Initial project value 40,000.00;
Annual Support/Maintenance £90,000.00

When is your contract renewal date? Jan 2020

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

When was the installation date of your contact centre infrastructure? July
2019

Who maintains your contact centre system(s)? Vodafone

Please confirm value of the initial project and value of annual
support/maintenance services (in £)? Initial project value 40,000.00;
Annual Support/Maintenance £90,000.00

How many contact centre employees/agents do you have? Approx 20

When is your contract renewal date? Jan 2020

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?

Yes - Microsoft Skype for Business; Zoom; Team viewer;

How many employees do you have overall within your organisation? 1310

Who currently provides your calls and lines? Vodafone

What is your current annual spend on calls and lines? £72,220.41

When is your contract renewal date? Jan 2020

Are you using SIP or ISDN? SIP

Do you use a wide area network? Yes

If you disagree with how we have interpreted the Freedom of Information
Act 2000 with regards to your request, you can ask for the decision to be
reviewed. The review will be carried out by a senior member of the Agency
who was not involved with the original decision.

If you have a query about the information provided, please reply to this
email.

Yours sincerely,

Customer Services

Communications division

Medicines and Healthcare Products Regulatory Agency

10 South Colonnade, Canary Wharf, London E14 4PU

Telephone: 020 3080 6000

Email: [1][Commission on Human Medicines request email]

Stay connected

dangos adrannau a ddyfynnir