We don't know whether the most recent response to this request contains information or not – if you are Daniel Leonard please sign in and let everyone know.

Dear Swindon Borough Council,

I would like to request the following information relating to the council's spend on communications technology.

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

Customer Services, Swindon Borough Council

Thank you for your email which has been forwarded to the FOI office for response.

Kind regards

Customer Services
Swindon Borough Council
Wat Tyler House
Swindon SN1 2JG
Phone: 01793 445500

E-mail: [Swindon Borough Council request email]
Website: www.swindon.gov.uk

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Swindon Borough Council

[1]Swindon Borough Council
Dear Daniel Leonard,

Case reference number: FOI003025

Thank you for your request. The Freedom of Information Act creates two
general rights in relation to information:

 1. The right to be told whether or not the information requested is
held
 2. The right to be given that information within 20 working days

A response to your request for information will be sent to you promptly;
and in any event no later than 16/07/2020. Please allow postal time.

If you have a My Account you can follow the progress of your request by
logging back in to your [2]Account. If you don't have an account and you
would like one, please [3]contact us and we will send you an invite to
My Account, so you can view your case.

Kind regards, 

Freedom of information officer
Swindon Borough Council

References

Visible links
1. https://myaccount.swindon.gov.uk/q
2. http://myaccount.swindon.gov.uk/q/login
3. mailto:[Swindon Borough Council request email]?subject=Invite%20to%20My%20Account

Haylee-Anne Gatfield, Swindon Borough Council

Dear Mr Leonard

 

Re: FOI Freedom of Information Request FOI003025

 

I enclose for your information:  

 

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

The council is in the process of migrating from an existing Avaya solution
to a new Mitel one.

When was the installation date of your telephony equipment?

The project is ongoing.

Who maintains your telephony system(s)?

Gamma Communications Ltd support the Mitel Solution and the SIP Trunks the
remainder of the support is in house.

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

The project is ongoing. £26,463 current annual ongoing costs.

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

Routine moves and changes are dealt with in house

When is your contract renewal date?

January 2022

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?

Microsoft Teams, Mitel MiCollab, and Microsoft Skype for Business (soon to
be retired)

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

Mitel

When was the installation date of your contact centre infrastructure?

The project is ongoing.

Who maintains your contact centre system(s)?

Gamma Communications Ltd and in house team

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

Included within the figure given above

How many contact centre employees/agents do you have?

We have provision for 50 across the council.

Do agents work from home? Or just your offices?

Both

When is your contract renewal date?

See date above for telephony support.

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

Oak/Jadu

Do you use a knowledge base / knowledge management platform?

No

What platform is used?

N/A

Who currently provides your calls and lines?

BT/Gamma

What is your current annual spend on calls and lines?

£243k

When is your contract renewal date?

January 2021

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

UK Broadband, Currently 159 sites are connected to the council’s wide area
network.

How many employees do you have overall within your organisation?
Approx 2200

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

[1][email address] – As with all other sizable procurement
these services will be put out to tender via the South West Procurement
Portal at [2]www.supplyingthesouthwest.org

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

CIO / IT Director

Head of IT –

Peter Eagle - [3][email address]

Head of Digital Transformation –

Philip Murkin - [4][email address]

Head of Customer services –

Rob Brown - [5][email address]

 

If you are unhappy with the service you have received in relation to your
request and wish to make a review you should contact:

 

Customer Services

Civic Offices

Euclid Street

Swindon

[email address]

 

The complaints/review procedure involves a full review by the Information
Governance Manager. 

 

If you are not content with the outcome of our conclusion, you may apply
directly to the Information Commissioner's Office for a decision before
contacting the Council. Generally, the ICO cannot make a decision unless
you have exhausted the Council's own complaints procedure.

 

The Information Officer can be contacted at :

The Information Commissioner's Office,

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

If you require any further information concerning this matter please
contact me quoting the reference number at the top of the letter.

 

Yours faithfully,

 

Haylee Gatfield

Leadership Support Officer

Customer and Business Services

Swindon Borough Council

www.swindon.gov.uk

 

 

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Swindon Borough Council

[1]Swindon Borough Council
Dear Daniel Leonard,

Case reference number: FOI003025

An update to your freedom of information request has been recorded on
the case timeline. 

If you have a My Account you can follow the progress of your request by
logging back in to your [2]Account. If you don't have an account and you
would like one, please [3]contact us and we will send you an invite to
My Account, so you can view your case.

Kind regards,

Freedom of information officer
Swindon Borough Council

References

Visible links
1. https://myaccount.swindon.gov.uk/q
2. http://myaccount.swindon.gov.uk/q/login
3. mailto:[Swindon Borough Council request email]?subject=Invite%20to%20My%20Account

We don't know whether the most recent response to this request contains information or not – if you are Daniel Leonard please sign in and let everyone know.