Contact Centre, CRM and AI & Automation

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Dear Royal Devon University Healthcare NHS Foundation Trust,

1. Contact Centre – target to organisations we know have a CC
a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?

2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?

3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Yours faithfully,

Philip Mansfield

FREEDOMOFINFORMATION (ROYAL DEVON UNIVERSITY HEALTHCARE NHS FOUNDATION TRUST), Royal Devon University Healthcare NHS Foundation Trust

Dear Philip

Freedom of Information Act 2000/Environmental Information Regulations 2004
Reference Number: F4845

On 1 April 2022, the Royal Devon and Exeter NHS Foundation Trust formally merged with Northern Devon Healthcare NHS Trust to become the Royal Devon University Healthcare NHS Foundation Trust (Royal Devon).

Thank you for your request that was received on 15/08/22 by the Royal Devon’s Eastern FOI Office, which covers information held across the Eastern Devon area. If you are requesting information in relation to our Northern Devon area, then please advise us of this to enable us to respond to your request in full.

We are processing your request in accordance with the Trust’s Freedom of Information Act 2000 and Environmental Information Regulations 2004 Procedures. You are entitled to receive our response as soon as possible, but by no later than 13/09/22.

If you have any further queries or would like to discuss this further, please do not hesitate to contact us.

Kind regards

Chris Rowe

Eastern Freedom of Information Office
Royal Devon University Healthcare NHS Foundation Trust, Barrack Road, Exeter, EX2 5DW

FOI email address: [Royal Devon University Healthcare NHS Foundation Trust request email]

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FREEDOMOFINFORMATION (ROYAL DEVON UNIVERSITY HEALTHCARE NHS FOUNDATION TRUST), Royal Devon University Healthcare NHS Foundation Trust

Dear Philip

Freedom of Information Act 2000/Environmental Information Regulations 2004
Reference Number: F4845

Further to your request for information received by the Royal Devon’s Eastern Freedom of Information Office on 15/08/22, I am writing to ask you to clarify your request. This is because we are unsure that we have interpreted your request correctly/need further information from you in order to ascertain whether we hold the information you are requesting.

Could you therefore please clarify your request by answering the following questions:

• Please can you clarify what you mean by Contact Centre?

On 1 April 2022, the Royal Devon and Exeter NHS Foundation Trust formally merged with Northern Devon Healthcare NHS Trust to become the Royal Devon University Healthcare NHS Foundation Trust (Royal Devon). If you are requesting information in relation to our Northern Devon area, then please advise of us of this to enable us to respond to your request in full.

Please be aware that your request will be placed on hold until we receive clarification from you. Please respond by 30/08/22 , to avoid this request being withdrawn from our caseload.

If you require any further assistance, please do not hesitate to contact me.

Many thanks and kind regards

Chris Rowe
Eastern Freedom of Information Office
Royal Devon University Healthcare NHS Foundation Trust, Barrack Road, Exeter, EX2 5DW

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