Communications & Services

The request was successful.

Dear Buckinghamshire Council,

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?
Please confirm 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 Teams/ Slack/ Cisco/Avaya/Mitel/ Zoom? If yes, please list all tools you are 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?
Please confirm 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

Buckinghamshire Council

 

 

 

 

Dear Daniel Leonard

 

Thank you for your information request received on 20 January 2021.

 

We can confirm receipt of your request for information and will handle it
under the most appropriate legislation. 

Your case reference number is FOI 20799

 

You can expect to receive a response by 17 February 2021.

 

The Council will be in touch if we need any further information.

 

Yours sincerely,

Information Management Team

Buckinghamshire Council

[1][Buckinghamshire Council request email]

[2]Stay Home

DISCLAIMER FOR BUCKINGHAMSHIRE COUNCIL

Any views expressed in this email are those of the individual sender and
are not necessarily those of Buckinghamshire Council unless explicitly
stated.

This email and any attachments may contain confidential or privileged
information and is intended solely for the use of the individual or entity
to whom it is addressed. Any confidential, sensitive or protectively
marked material must be handled accordingly.

If you are not the intended recipient you must not disclose, distribute,
copy, print or rely on any of the information contained in the email or
attachments, and all copies must be deleted immediately. If you do receive
this email in error please notify the sender immediately and note that
confidentiality or privilege is not waived or lost. 

Buckinghamshire Council may monitor the contents of emails sent and
received via its network for the purposes of ensuring compliance with
relevant legislation and the Council’s policies and procedures. All such
monitoring will take place in accordance with relevant legislation
including privacy and data protection legislation. For details of how
Buckinghamshire Council uses personal information please see the Council’s
website.

Buckinghamshire Council has scanned this email and attachments for viruses
but does not accept any responsibilities for viruses once this email has
been transmitted. You should therefore carry out your own anti-virus
checks before opening any documents.

References

Visible links
1. mailto:[Buckinghamshire Council request email]

Freedom of Information, Buckinghamshire Council

Dear Mr Leonard

 

FOI 20799

 

Thank you for your request for information regarding telephony, networks
and the Contact centre.

 

This request has been handled under the Freedom of Information Act 2000.

 

We can confirm that Buckinghamshire Council does hold information falling
within the description specified in your request.   We do not currently
have a response for question 12 but hope to have one shortly – we will
send this separately.  Please accept our apologies for any inconvenience
caused.

 

Please note that on 1 April 2020, the new Buckinghamshire Council replaced
the five former councils in Buckinghamshire (Aylesbury Vale District
Council, Buckinghamshire County Council, Chiltern District Council, South
Bucks District Council and Wycombe District Council).  All local
government services previously provided by the former councils transferred
to the new council.

 

Please find the relevant details below.  Whilst the above-mentioned former
councils no longer exist, we are still operating with legacy systems so
please note:

BCC = Bucks County Council; CSBDC = Chiltern & South Bucks District
Councils; AVDC = Aylesbury Vale District Council and WDC = Wycombe
District Council

 

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

BCC and CSBDC – Skype for Business

AVDC – 8x8

WDC – Cisco Call Manager/Unity Voicemail (CUCM/CUC). Also use Skype for
Business and MS Lync/CUCILync

2.      When was the installation date of your telephony equipment?

BCC moved to Skype for Business from MS Lync in 2019

WDC – 2017

AVDC - 2015

CSBDC – 2018

3.      Who maintains your telephony system(s)?

BCC - Cloud system/in house admin

CSBDC - GCI via MLL Telecom

AVDC – Cloud system/8x8

WDC – Logicalis

4.      Please confirm value of the initial project?

BCC - Approx £100k implementation and migration costs

WDC - Hardware/Licences £50K, Implementation £27K. Cisco Support £27K, SIP
£13K

AVDC - Initial project £6850, annual cost £94.6k (telephone service plus
virtual contact centre)

CSBDC – information not available

 

5.      Please confirm value of annual support/maintenance services (in
£)?

BCC – Part of MS Enterprise Agreement, admin in-house

WDC – £27k support

AVDC - £94k licenses & support

CSBDC - £84k hosting, licenses & support

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

BCC and WDC – in house

AVDC - Yes

CSBDC – No, quoted as needed

7.      When is your contract renewal date?

In the process of migrating everyone to MS Teams, MS Enterprise agreement
runs to December 23

8.      Do you use Unified Communications or Collaboration tools such as
Microsoft Teams/Slack/ Cisco/Avaya/Mitel/Zoom?  If yes, please list all
tools you are currently using?

All – MS Teams

BCC – Skype for Business

AVDC – 8x8

In the process of migrating everyone to MS Teams

 

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

Firmstep

10.  When was the installation date of your contact centre infrastructure?

2015

11.  Who maintains your contact centre system(s)?

Internally

12.  Please confirm value of the initial project?

To be confirmed

 

13.  Please confirm value of annual support/maintenance services (in £)?

£58k

How many contact centre employees/agents do you have?

31

14.  Do agents work from home? Or just your offices?

Both

15.  When is your contract renewal date?

16 ^  June 2021

16.  Do you use a CRM in the contact centre? What platform is used?

Firmstep

17.  Do you use a knowledge base/knowledge management platform? What
platform is used?

Knowledgebase retained within Firmstep platform as part of CRM

 

18.  Who currently provides your calls and lines?
BCC - SIP trunks provided by Capita with SBCs connected to SfB

WDC - Adept Telecom/BT

AVDC – 8x8

CSBDC – GCI

19.  What is your current annual spend on calls and lines?
BCC – approx. £50k

WDC – approx. £20k

AVDC – included in licence, approx. £1k outside inclusive calls

CSBDC – included in contract

 

20.  When is your contract renewal date?
When is your contract renewal date?

In the process of migrating all to new 8x8 contract, contract with 8x8 is
for two years to December 22

 

21.  Who provides your wide area network? How many sites are connected?

New contract with BT currently in implementation, approximately 250 sites

 

22.  How many employees do you have overall within your organisation?
4,000 (excludes schools).

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

Head of Strategic Procurement: Mr Cael Sendell-Price
[1][email address]

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

 

a)      Head of IT –

Service Director ICT: Mr Tony Ellis
[2][email address]

b)      Head of Digital Transformation –

Head of Digital Development: Mrs Balvinder Kaur Heran
[3][email address]

c)      Head of Customer services –

Head of Business Operations – Mr Lloyd Jefferies
[4][email address]

 

 

If you have any queries about this response, please contact us. Please
remember to quote the reference number provided in the subject line of
this email in any future communications.

 

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 can contact us at [Buckinghamshire Council request email] or by
writing to us at Information Management, Buckinghamshire Council, The
Gateway, Gatehouse Road, Aylesbury, HP19 8FF.

 

If you are not content with the outcome your complaint, you may apply
directly to the Information Commissioner for a decision.  Generally, the
ICO cannot make a decision unless you have exhausted the internal review
procedure provided by Buckinghamshire Council. You can contact the ICO via
their website https://ico.org.uk/make-a-complaint/ or by writing to them
at Information Commissioner's Office, Wycliffe House, Water Lane,
Wilmslow, Cheshire, SK9 5AF.  Alternatively, you can phone them on 0303
123 1113.

 

Yours sincerely

 

Francisca Harpur

Information Management Team

Deputy Chief Executive Directorate

Buckinghamshire Council

 

01296 585771

[5][Buckinghamshire Council request email]

 

The Gateway, Gatehouse Road, Aylesbury, Bucks, HP19 8FF

 

 

 

 

[6]Stay Home

DISCLAIMER FOR BUCKINGHAMSHIRE COUNCIL

Any views expressed in this email are those of the individual sender and
are not necessarily those of Buckinghamshire Council unless explicitly
stated.

This email and any attachments may contain confidential or privileged
information and is intended solely for the use of the individual or entity
to whom it is addressed. Any confidential, sensitive or protectively
marked material must be handled accordingly.

If you are not the intended recipient you must not disclose, distribute,
copy, print or rely on any of the information contained in the email or
attachments, and all copies must be deleted immediately. If you do receive
this email in error please notify the sender immediately and note that
confidentiality or privilege is not waived or lost. 

Buckinghamshire Council may monitor the contents of emails sent and
received via its network for the purposes of ensuring compliance with
relevant legislation and the Council’s policies and procedures. All such
monitoring will take place in accordance with relevant legislation
including privacy and data protection legislation. For details of how
Buckinghamshire Council uses personal information please see the Council’s
website.

Buckinghamshire Council has scanned this email and attachments for viruses
but does not accept any responsibilities for viruses once this email has
been transmitted. You should therefore carry out your own anti-virus
checks before opening any documents.

References

Visible links
1. mailto:[email address]
2. mailto:[email address]
3. mailto:[email address]
4. mailto:[email address]
5. mailto:[Buckinghamshire Council request email]

Freedom of Information, Buckinghamshire Council

Dear Mr Leonard

 

FOI 20799

 

Thank you for your request for information regarding telephony, networks
and the contact centre.   We now have the complete response.  Please
ignore our previous response as in addition to now answering question 12,
we have also amended our response to question 13.

 

This request has been handled under the Freedom of Information Act 2000.

 

We can confirm that Buckinghamshire Council does hold information falling
within the description specified in your request.

 

Please note that on 1 April 2020, the new Buckinghamshire Council replaced
the five former councils in Buckinghamshire (Aylesbury Vale District
Council, Buckinghamshire County Council, Chiltern District Council, South
Bucks District Council and Wycombe District Council). All local
government services previously provided by the former councils transferred
to the new council.

 

Please find the relevant details below. Whilst the above-mentioned former
councils no longer exist, we are still operating with legacy systems so
please note:

BCC = Bucks County Council; CSBDC = Chiltern & South Bucks District
Councils; AVDC = Aylesbury Vale District Council and WDC = Wycombe
District Council

 

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

BCC and CSBDC – Skype for Business

AVDC – 8x8

WDC – Cisco Call Manager/Unity Voicemail (CUCM/CUC). Also use Skype for
Business and MS Lync/CUCILync

2.      When was the installation date of your telephony equipment?

BCC moved to Skype for Business from MS Lync in 2019

WDC – 2017

AVDC - 2015

CSBDC – 2018

3.      Who maintains your telephony system(s)?

BCC - Cloud system/in house admin

CSBDC - GCI via MLL Telecom

AVDC – Cloud system/8x8

WDC – Logicalis

4.      Please confirm value of the initial project?

BCC - Approx £100k implementation and migration costs

WDC - Hardware/Licences £50K, Implementation £27K. Cisco Support £27K, SIP
£13K

AVDC - Initial project £6850, annual cost £94.6k (telephone service plus
virtual contact centre)

CSBDC – information not available

 

5.      Please confirm value of annual support/maintenance services (in
£)?

BCC – Part of MS Enterprise Agreement, admin in-house

WDC – £27k support

AVDC - £94k licenses & support

CSBDC - £84k hosting, licenses & support

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

BCC and WDC – in house

AVDC - Yes

CSBDC – No, quoted as needed

7.      When is your contract renewal date?

In the process of migrating everyone to MS Teams, MS Enterprise agreement
runs to December 23

8.      Do you use Unified Communications or Collaboration tools such as
Microsoft Teams/Slack/ Cisco/Avaya/Mitel/Zoom?  If yes, please list all
tools you are currently using?

All – MS Teams

BCC – Skype for Business

AVDC – 8x8

In the process of migrating everyone to MS Teams

 

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

Firmstep

10.  When was the installation date of your contact centre infrastructure?

2015

11.  Who maintains your contact centre system(s)?

Internally

12.  Please confirm value of the initial project?

£58k

 

13.  Please confirm value of annual support/maintenance services (in £)?

£75k

How many contact centre employees/agents do you have?

31

14.  Do agents work from home? Or just your offices?

Both

15.  When is your contract renewal date?

16 June 2021

16.  Do you use a CRM in the contact centre? What platform is used?

Firmstep

17.  Do you use a knowledge base/knowledge management platform? What
platform is used?

Knowledgebase retained within Firmstep platform as part of CRM

 

18.  Who currently provides your calls and lines?
BCC - SIP trunks provided by Capita with SBCs connected to SfB

WDC - Adept Telecom/BT

AVDC – 8x8

CSBDC – GCI

19.  What is your current annual spend on calls and lines?
BCC – approx. £50k

WDC – approx. £20k

AVDC – included in license, approx. £1k outside inclusive calls

CSBDC – included in contract

 

20.  When is your contract renewal date?
When is your contract renewal date?

In the process of migrating all to new 8x8 contract, contract with 8x8 is
for two years to December 22

 

21.  Who provides your wide area network? How many sites are connected?

New contract with BT currently in implementation, approximately 250 sites

 

22.  How many employees do you have overall within your organisation?
4,000 (excludes schools).

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

Head of Strategic Procurement: Mr Cael Sendell-Price
[1][email address]

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

 

a)      Head of IT –

Service Director ICT: Mr Tony Ellis
[2][email address]

b)      Head of Digital Transformation –

Head of Digital Development: Mrs Balvinder Kaur Heran
[3][email address]

c)      Head of Customer services –

Head of Business Operations – Mr Lloyd Jefferies
[4][email address]

 

 

If you have any queries about this response, please contact us. Please
remember to quote the reference number provided in the subject line of
this email in any future communications.

 

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 can contact us at [5][Buckinghamshire Council request email] or by
writing to us at Information Management, Buckinghamshire Council, The
Gateway, Gatehouse Road, Aylesbury, HP19 8FF.

 

If you are not content with the outcome your complaint, you may apply
directly to the Information Commissioner for a decision. Generally, the
ICO cannot make a decision unless you have exhausted the internal review
procedure provided by Buckinghamshire Council. You can contact the ICO via
their website [6]https://ico.org.uk/make-a-complaint/ or by writing to
them at Information Commissioner's Office, Wycliffe House, Water Lane,
Wilmslow, Cheshire, SK9 5AF. Alternatively, you can phone them on 0303 123
1113.

 

Yours sincerely

 

Francisca Harpur

Information Management Team

Deputy Chief Executive Directorate

Buckinghamshire Council

 

01296 585771

[7][Buckinghamshire Council request email]

 

The Gateway, Gatehouse Road, Aylesbury, Bucks, HP19 8FF

 

 

 

 

[8]Stay Home

DISCLAIMER FOR BUCKINGHAMSHIRE COUNCIL

Any views expressed in this email are those of the individual sender and
are not necessarily those of Buckinghamshire Council unless explicitly
stated.

This email and any attachments may contain confidential or privileged
information and is intended solely for the use of the individual or entity
to whom it is addressed. Any confidential, sensitive or protectively
marked material must be handled accordingly.

If you are not the intended recipient you must not disclose, distribute,
copy, print or rely on any of the information contained in the email or
attachments, and all copies must be deleted immediately. If you do receive
this email in error please notify the sender immediately and note that
confidentiality or privilege is not waived or lost. 

Buckinghamshire Council may monitor the contents of emails sent and
received via its network for the purposes of ensuring compliance with
relevant legislation and the Council’s policies and procedures. All such
monitoring will take place in accordance with relevant legislation
including privacy and data protection legislation. For details of how
Buckinghamshire Council uses personal information please see the Council’s
website.

Buckinghamshire Council has scanned this email and attachments for viruses
but does not accept any responsibilities for viruses once this email has
been transmitted. You should therefore carry out your own anti-virus
checks before opening any documents.

References

Visible links
1. mailto:[email address]
2. mailto:[email address]
3. mailto:[email address]
4. mailto:[email address]
5. mailto:[Buckinghamshire Council request email]
6. https://ico.org.uk/make-a-complaint/
7. mailto:[Buckinghamshire Council request email]