Communications & Services
Dear HM Revenue and Customs,
Telephony and UC/ Collaboration
Please confirm the manufacturer of your telephony system(s) that are currently in place
When was the installation date of your telephony equipment?
When is your contract renewal date?
Who maintains your telephony system(s)?
Please confirm the value of the initial project
Please confirm the total ongoing annual spend on telephony
Please confirm the annual support cost for your telephony system
Do you use Unified Communications or Collaboration tools , if so which ones?
Contact Centre
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?
When is your contract renewal date?
Who maintains your contact centre system(s)?
Please confirm value of the initial project?
Please confirm the value of annual support/maintenance services (in £)? And overall annual spend for the contact centre
How many contact centre agents do you have?
Do agents work from home? Or just your offices?
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?
Connectivity and Network Services
Who provides your WAN and internet connectivity and the annual spend on each
Have you , or do you plan to deploy SD Wan services
Have you got SIP trunks, if so who from and confirm annual spend
Please confirm who provides your LAN, WIFI and Security infrastructure
Please confirm your annual spend on each
Please confirm your data centre switching and security infrastructure and have you deployed cloud based security and threat management
Organisation
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
Our ref: FOI2021/05396
Dear Mr Leonard,
Freedom of Information Act 2000 Acknowledgement
Thank you for your communication of 23rd March which has been passed to
HMRC's Freedom of Information Team.
We have allocated the above reference which you should quote if you need
to contact us.
The Team will arrange for a reply to be sent to you which will either
comply with HMRC's obligations under Freedom of Information Act or, if we
think it's an enquiry that we don't need to address under the terms of the
Act, let you know why. If it is the latter we will, if possible, pass it
on to a more appropriate part of the Depart ment for answer.
As you will appreciate, the coronavirus pandemic has provided
unprecedented challenges for Government Departments including HMRC. Over
the coming weeks our priorities are to provide critical existing and new
Public Services for Government to support customers during this difficult
time. As a result, resources may be diverted away from usual compliance or
information rights work. HMRC aims to respond to all FOIA Requests within
20 working days. If for whatever reason this timescale cannot be complied
with HMRC will, where possible, write to you explaining the reason for the
delay and providing an estimated time for response.
Yours sincerely
HMRC Freedom of Information Act Team
Dear Mr Leonard,
We are writing in response to your request for information, received 23
March.
Yours sincerely,
HMRC Freedom of Information Team
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