Shared Contact Centres - Service Analysis

Response to this request is long overdue. By law, under all circumstances, Neath Port Talbot County Borough Council should have responded by now (details). You can complain by requesting an internal review.

Dear Neath Port Talbot County Borough Council,

We are currently looking into the current status of inter-district shared contact centers in Wales, we would therefore like to request the following information:

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?

Please confirm the manufacturer of your telephone system(s) that are currently in place?
When was the installation date of your telephone equipment?
Who maintains your telephone 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?

Yours faithfully,

Peter Rowell

FOI Team, Neath Port Talbot County Borough Council

Thank you for your Freedom of Information request received 3rd October 2019.

We are generally required by the Freedom of Information Act 2000 to provide you with a response promptly, and within no more than 20 working days of receipt of a request, which will be on or before 31st October 2019.

If we require any clarification or further details we will contact you as soon as possible, if this is the case then the timescale for response specified above may be subject to change.

If you have any queries, please do not hesitate to contact this team.

FOI Team
[Neath Port Talbot County Borough Council request email]

show quoted sections

Dear FOI Team,

Please can you update me on the status of your response?

Yours sincerely,

Daniel Leonard

FOI Team, Neath Port Talbot County Borough Council

Dear Sir,

I write to confirm receipt of your email of today and confirm that this has been forwarded to the Directorate who received your initial request asking that they respond to you as soon as possible.

Yours faithfully,
FOI Team
[Neath Port Talbot County Borough Council request email]

We welcome correspondence in Welsh and will deal with Welsh and English correspondence to the same standards and timescales.
Croesewir gohebiaeth yn y Gymraeg a byddwn yn ymdrin â gohebiaeth Gymraeg a Saesneg i’r un safonau ac amserlenni

This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the sender immediately. Please note also that there is no guarantee that this email or any attachment is virus free or has not been intercepted or amended.

In the event that this email and/or its contents are not intended for you or your organisation, please do not open any documents that may be attached and advise the sender of the email accordingly, confirming that you shall forthwith delete the email together with any documents attached and provide confirmation that none of the documents have been opened.

Mae'r e-bost hwn ac unrhyw ffeiliau a drosglwyddir gydag ef yn gyfrinachol ac at ddefnydd yr unigolyn neu'r corff y cyfeiriwyd hwy atynt yn unig. Os ydych wedi derbyn yr e-bost hwn mewn camgymeriad, dylech hysbysu'r person a anfonodd yr e-bost ar unwaith. Hefyd, sylwer nad oes unrhyw sicrwydd nad yw'r e-bost hwn neu unrhyw ymgysylltiad yn rhydd o firws ac nad yw chwaith wedi'i ryng-gipio na'i newid.

Os na fydd yr e-bost a/neu ei gynnwys wedi ei fwriadu ar eich cyfer chi neu eich sefydliad, peidiwch ag agor unrhyw ddogfennau a allai fod yn atodedig a rhowch wybod i anfonwr yr e-bost yn unol â hynny, gan gadarnhau y byddwch yn dileu'r e-bost ar unwaith ynghyd ag unrhyw ddogfennau atodedig a rhoi cadarnhad nad oes un o'r dogfennau wedi'u hagor.

show quoted sections