Communications & Services

Daniel Leonard made this Freedom of Information request to Lancashire County Council as part of a batch sent to 35 authorities

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Dear Lancashire County 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

Freedom of Information, Lancashire County Council

Good afternoon,

 

Request for Information under the Freedom of Information Act (2000)

 

We are writing to acknowledge receipt of your enquiry of 20.01.21 in which
you request the disclosure of information.

 

We can confirm that your enquiry will now be assigned to an officer who
will commence a search for the information you require and they will
respond in due course. The deadline date for issuing you with a full
response is 17.02.21. We will endeavour to provide a response well in
advance of this date, however, should we envisage any delays, or require
more details from you, we will contact you immediately.

 

If you have any queries about the above, please do not hesitate to contact
us, quoting ref 995.64 (NH).

 

Please note that due to the ongoing Coronavirus epidemic the County
Council's resources are being diverted to cover critical functions and
some employees have had to make changes to their usual working
arrangements.  This means that, despite our best efforts, there may be a
delay in issuing our response to you.  We appreciate that this may cause
some inconvenience but we trust you understand that, in the current
crisis, it is inevitable that some delays may be experienced.

 

Yours sincerely,

 

On Behalf of the Information Governance Team Lancashire County Council PO
Box 78 County Hall Preston

PR1 8XJ

 

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Freedom of Information, Lancashire County Council

Dear Mr Leonard

 

Request for information under the Freedom of Information Act 2000

 

Further to your request for information, made under the provisions of the
above Act, please see below our response.

 

Request:

 

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

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

3.    Who maintains your telephony system(s)?

4.    Please confirm value of the initial project?

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

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

7.    When is your contract renewal date?

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?

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

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

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

12.  Please confirm value of the initial project?

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

14.  How many contact centre employees/agents do you have?

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

16.  When is your contract renewal date?

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

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

19.  Who currently provides your calls and lines?

20.  What is your current annual spend on calls and lines?

21.  When is your contract renewal date?

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

23.  How many employees do you have overall within your organisation?

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

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

26.  CIO / IT Director

27.  Head of IT

28.  Head of Digital Transformation

29.  Head of Customer services

 

Response:

 

 1. Genesys
 2. Sept 2016
 3. Anana / BTLS
 4. Managed by BTLS therefore in Commercial confidence*
 5. Managed by BTLS therefore in Commercial confidence*
 6. Managed by BTLS therefore in Commercial confidence*
 7. Telephony system October 2021, BTLS April 2021
 8. Microsoft Teams in process of being deployed and Zoom
 9. Genysis 
10. April 2017
11. BT Lancashire Services
12. Managed by BTLS therefore in Commercial confidence*
13. Managed by BTLS therefore in Commercial confidence*
14. 190 fte
15. Currently all working from home due to Covid, but prior, both
16. March 22
17. No CRM
18. Acorn – internal system
19. BTLS
20. Managed by BTLS therefore in Commercial confidence*
21. March 2022
22. BTLS
23. Circa 150
24. 60,000
25. Names and contact details for the following people

Head of Procurement Rachel Tanner

CIO / IT Director Mark Orford, BTLS

Head of IT Mark Orford, BTLS

Head of Digital Transformation Glyn Peach, LCC

Head of Customer services Sarah Jenkins

 

*BT Lancashire Services is a wholly owned subsidiary of BT, delivering
services for Lancashire County Council. As the company is 100% owned by
BT they follow the BT procurement rules, which means suppliers where
appropriate, are selected from the BT portfolio of contracted suppliers.

 

BT conducts a vast range of procurement activities with thousands of
suppliers around the globe. They are committed to ensuring that all of
their dealings with suppliers - from selection and consultation, to
recognition and payment - are conducted in accordance with the principles
of fair and ethical trading.

 

[1]http://www.selling2bt.bt.com/ covers the way BT work and how to sell
to BT.

 

The contracts in question are contracts between BT and sub-contractors so
the terms of the agreements including renewal dates and any commercial
information are exempt under section 43 of the Freedom of Information Act
and is therefore not subject to Freedom of Information.

 

 

In the event that you wish to complain about the manner in which your
enquiry has been handled, you should write in the first instance to The
Freedom of Information Officer, Lancashire County Council, PO Box 78,
County Hall, Preston PR1 8XJ, or email
[2][Lancashire County Council request email] and the matter will be referred
to an Information Governance Manager for review and reconsideration.

 

If, after this stage, you remain dissatisfied, you have the right to refer
the matter to the Information Commissioner, whose contact details are as
follows:

 

The Information Commissioner

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Tel: 0303 123 1113

Email: [3][email address]

Website: [4]http://www.ico.gov.uk

 

If you have any queries regarding any of the above, or you require any
additional information, please do not hesitate to contact our team.

 

Yours sincerely

On Behalf of the Information Governance Team

Lancashire County Council

T:  0300 123 6701

W: [5]www.lancashire.gov.uk

 

 

 

 

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