Communications & Services

The request was successful.

Dear Wales Audit Office,

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

Information Officer, Wales Audit Office

Dear Mr Leonard

I am writing to acknowledge receipt of your request for information in your email below.

I am considering your request in accordance with the procedures set out on the Audit Wales website at: http://www.audit.wales/openness-and-tran....

The procedures are intended to ensure that requests are dealt with in accordance with the Freedom of Information Act 2000, the Code of Practice set under section 45 of the 2000 Act, the Data Protection Act 2018 and other relevant legislation.

I shall write to you again once I am able to provide a substantive response, though I may write to you before then if I need to clarify your request. Please note that there may be a delay in processing your request as we are working remotely.

Please note that we have a policy of publishing in a disclosure log on our website information that we provide in response to requests where we consider that this is in the public interest. We will not, however, publish personal information if this would be unfair and so breach the first data protection principle. In line with this, we will generally not disclose the identity or other personal information of requesters. We will, however, disclose the identity of requesters if this is in the public interest and doing so would be fair, such as in the case of holders of public office. If you have any concerns regarding inclusion of our response to you in the disclosure log, please let me know.

In the meantime, if you have any queries, you are welcome to contact me.

Yours sincerely,

Yazmin Steelandt-Humphries  
Y Gyfraith a moeseg || Law & Ethics
Ffôn || Tel: 02920 320514
www.archwilio.cymru || www.audit.wales

show quoted sections

Information Officer, Wales Audit Office

5 Attachments

Dear Mr Leonard

 

I am writing in response to your request for information dated 20 July in
which you requested information regarding communications & services. We
hold some information which matches the description of the information
requested and I have set this out below.

 

For ease of reference, I have reproduced your questions below and set out
our corresponding responses.

 

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

Microsoft (Skype)

When was the installation date of your telephony equipment? 17 July 2018

Who maintains your telephony system(s)? All telephony is currently
provided under a single contract with Interoute (now called GTT)

Please confirm value of the initial project and value of annual
support/maintenance services (in £)?

The contract is for a hosted Skype solution. It also includes a SIP trunk
connection to a legacy phone switch on premises, to facilitate moving our
users off the legacy switch and onto the hosted Skype solution. The
contract covers “direct dial in” numbers or “lines” for 335 users. The
fixed element of the monthly charge is £3,865.50 plus an estimated £248
monthly for call charges. Procurement was through the G Cloud 9 Crown
Commercial Services Framework.

Does your annual maintenance service include moves, adds and changes? And
if not what is the annual cost of moves, adds & changes? Yes

When is your contract renewal date? July 2021

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? Yes – Skype and Teams

 

Please confirm the manufacturer of your Contact centre system(s) that are
currently in place? n/a

When was the installation date of your contact centre infrastructure? n/a

Who maintains your contact centre system(s)? n/a

Please confirm value of the initial project and value of annual
support/maintenance services (in £)? n/a

How many contact centre employees/agents do you have? n/a

Do agents work from home? Or just your offices? n/a

When is your contract renewal date? n/a

Do you use a CRM in the contact centre? What platform is used? n/a

Do you use a knowledge base / knowledge management platform? What platform
is used? SharePoint Online

 

Who currently provides your calls and lines? GTT, included in Skype
contract referenced above

What is your current annual spend on calls and lines? As above

When is your contract renewal date? As above

Who provides your wide area network? How many sites are connected? PSBA
(Wales Government run framework contract), 6 sites

How many employees do you have overall within your organisation? 280

Can you provide contact details for your procurement lead / category
manager for these services?

Contact details: [1]ITSupport@audit.wales or call on 02920 320690.

Can you provide names and contact details for the following people within
your organisation?

CIO / IT Director n/a

Head of IT

I am withholding the name of the WAO Head of IT under s40(2) of the
Freedom of Information Act as this is the personal data of the role holder
and disclosure would breach the data protection principles of the Data
Protection Act 2018. This is an absolute exemption. In withholding this
information I have considered the ICO guidance on the disclosure of
personal data
[2]https://ico.org.uk/media/for-organisatio...
and its guidance on requests for information about public authority
employees
[3]https://ico.org.uk/media/for-organisatio....
The role of Head of IT is a middle management role, it is not public
facing and the role holder does not hold specific responsibility for the
spending of public funds – this rests at a higher level in the
organisation.

Head of Digital Transformation n/a

Head of Customer services n/a

 

If you wish to complain about the handling of your request, please write
to Martin Peters, Head of Law and Ethics, by email to
[4]martin.peters@audit.wales or by post to 24 Cathedral Road, Cardiff,
CF11 9LJ.

 

I must also refer you to section 50 of the Freedom of Information Act
under which you may apply to the Information Commissioner for a decision
on whether or not your request has been dealt with in accordance with the
Act. The Information Commissioner’s contact details are:

 

Information Commissioner’s Office               
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF

email : [5][email address]

Tel: 01625 545745
Fax: 01625 524510

 

You should note, however, that the Information Commissioner would normally
expect you to have exhausted our internal complaints procedures before
dealing with such an application. Further guidance may be found on the
Information Commissioner’s website: [6]https://ico.org.uk/

 

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

 

Yours sincerely,

 

Yazmin Steelandt-Humphries  

Y Gyfraith a moeseg || Law & Ethics

Ffôn || Tel: 02920 320514

[7]www.archwilio.cymru || [8]www.audit.wales

 

 

Cysylltwch â ni || Connect with us
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