Communications & Services
Dear Cardiff and Vale University Health Board,
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 £)?
Does your annual maintenance service include moves, adds and changes? And if not what is the annual cost of moves, adds & changes?
When is your contract renewal date?
Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Teams/Cisco/Avaya/Mitel? If yes, what tools are you currently using?
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?
Do agents work from home? Or just your offices?
When is your contract renewal date?
Do you use a CRM in the contact centre? What platform is used?
Do you use a knowledge base / knowledge management platform? What platform is used?
Who currently provides your calls and lines?
What is your current annual spend on calls and lines?
When is your contract renewal date?
Who provides your wide area network? How many sites are connected?
How many employees do you have overall within your organisation?
Can you provide contact details for your procurement lead / category manager for these services?
Can you provide names and contact details for the following people within your organisation?
CIO / IT Director
Head of IT
Head of Digital Transformation
Head of Customer services
Yours faithfully,
Daniel Leonard
Dear Daniel Leonard
I am writing in response to your e-mail below requesting information from Cardiff and Vale University Health Board (the UHB) under the Freedom of Information Act 2000. In light of the ongoing Coronavirus (COVID-19) pandemic facing the NHS, we will endeavour to respond to your request at the first possible opportunity. However, please consider that during this current climate, resources may be diverted away from usual compliance and information governance work, resulting in understandable delays when making information rights requests.
The Freedom of Information Act 2000 gives individuals the right to access official information. The Act allows the right to request any recorded information held by a public authority, such as Cardiff and Vale UHB. A request can be made for any information it is thought a public authority may hold. The right only covers recorded information which includes information held on computers, in emails and in printed or handwritten documents as well as images, video and audio recordings.
A request can take the form of a question, rather than a request for specific documents, but an authority does not have to answer your question if this would mean creating new information or giving an opinion or judgment that is not already recorded.
As you are making a request under the Freedom of Information Act the UHB will consider your request in accordance with the Act and in line with the appropriate guidance issued by the Information Commissioner as detailed below.
The UHB will:
• identify which questions amount to requests for information held on record;
• be ready to offer advice and assistance that is reasonable in the circumstances; and
• provide a response in line with the requirements of the legislation.
I would now like to confirm that your request has been forwarded to the relevant department to action. A further response will be issued in due course.
As your request is being dealt with under FoI, there is a deadline of 20 working days for response to be issued.
Yours sincerely,
Jane Caldwell
Information Governance
Cardiff and Vale University Health Board
02920 744870
Dear Daniel Leonard
I am writing further to your e-mail requesting information from Cardiff and Vale University Health Board (the UHB) under the Freedom of Information Act 2000. Due to the unprecedented challenges we are all facing during the Coronavirus (COVID 19) the UHB has encountered difficulties in retrieving the information sought and is not yet in a position to respond to your request.
We do remain committed to responding to requests for information under FOI and Data Protection legislation and will respond as soon as we are able.
We thank you for your patience and understanding.
Yours sincerely,
Jane Caldwell
Information Governance
Cardiff and Vale University Health Board
02920 744870
Dear Daniel Leonard
I am writing further to your e-mail below requesting information from Cardiff and Vale University Health Board (the UHB) under the Freedom of Information Act 2000.
I can now confirm that the UHB has completed a search of its records and has established it does hold information falling within the confines of your request and is in a position to respond to your request. Please see attached above the information that can be disclosed which I trust is sufficient for your purposes.
Should you have any queries or need clarification on any aspect of this response please do not hesitate to contact me directly.
If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request a review of our decision, you should write to:
Head of Corporate Governance
Cardiff and Vale University Local Health Board
Executive Headquarters
University Hospital of Wales
Heath Park
Cardiff
CF14 4XW
If you are not content with the outcome of any complaint, you may apply directly to the Information Commissioner for a decision. Generally the Information Commissioners Office cannot make a decision unless you have exhausted the complaints procedure provided by the UHB.
The Information Commissioner can be contacted at:
Information Commissioner’s Office - Wales
2nd Floor Churchill House
Churchill Way
Cardiff
CF10 2HH
Yours sincerely,
Jane Caldwell
Information Governance
Cardiff and Vale University Health Board
02920 744870
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