Communications & Services

Daniel Leonard made this Freedom of Information request to Health Education Yorkshire and the Humber as part of a batch sent to 236 authorities

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The request was successful.

Dear Health Education Yorkshire and the Humber,

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

FOIA, Health Education Yorkshire and the Humber

Dear Daniel Leonard,

  

Request for Information: Freedom of Information Act 

 

Thank you for your email. 

  

We acknowledge receipt of your request for information to Health Education
England which we received on 24/03/2021.   

  

Under the Freedom of Information Act 2000 (General Rights of Access) that
came into force on 1 January 2005, we have a duty to respond to your
request within 20 working days.    

  

We will respond to your request as soon as possible but no later than
23/04/2021.

Kind regards  

 

FOI Team 

Public & Parliamentary Accountability 

  

Health Education England 

Blenheim House | Duncombe Street | Leeds | LS1 4PL 

  

Stay up to date by following HEE on [1]Facebook and [2]Twitter. 

 

 

 

From: Daniel Leonard <[FOI #739525 email]>
Sent: 23 March 2021 14:48
To: FOIA <[email address]>
Subject: Freedom of Information request - Communications & Services

 

Dear Health Education Yorkshire and the Humber,

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

-------------------------------------------------------------------

Please use this email address for all replies to this request:

[3][FOI #739525 email]

Is [4][Health Education Yorkshire and the Humber request email] the wrong address for Freedom of Information
requests to Health Education Yorkshire and the Humber? If so, please
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[5]https://www.whatdotheyknow.com/change_re...

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For more detailed guidance on safely disclosing information, read the
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Please note that in some cases publication of requests and responses will
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show quoted sections

FOIA, Health Education Yorkshire and the Humber

Dear Daniel Leonard,

 

We refer to your email of 23/03/2021 requesting information relating to
“Communications & Services” as held by Health Education England (HEE)

 

HEE can confirm in accordance with S.1 (1) of the Freedom of Information
Act 2000 (FOIA) that we do hold some of the information that you have
requested. I will address each of your questions in turn:

 

 

Telephony and UC/ Collaboration

Q1) Please confirm the manufacturer of your telephony system(s) that are
currently in place

A1) MS Teams Telephony

Q2) When was the installation date of your telephony equipment?

A2) January 2018

Q3) When is your contract renewal date?

A3) June 2022

Q4) Who maintains your telephony system(s)?

A4)

o HEE’s in-house team
o GCi Ltd
o Modality

 

Q5) Please confirm the value of the initial project

A5) £240,000.00

Q6) Please confirm the total ongoing annual spend on telephony

A6) £240,000.00

Q7) Please confirm the annual support cost for your telephony system

A7) HEE does not hold this information as an in-house team administer the
system.

Q8) Do you use Unified Communications or Collaboration tools , if so which
ones?
A8) Yes - MS Teams / MS Teams Telephony

Contact Centre
Q9) Please confirm the manufacturer of your contact centre system(s) that
are currently in place?

A9)

o GCi
o Enghouse Interactive’s CCSP Platform

 

Q10) When was the installation date of your contact centre infrastructure?

A10) January 2021

Q11) When is your contract renewal date?

A11) January 2023

Q12) Who maintains your contact centre system(s)?

A12)

o GCi Ltd
o Modality

Q13) Please confirm value of the initial project?

A13) £7,050.00 (excluding VAT)

Q14) Please confirm the value of annual support/maintenance services (in
£)? And overall annual spend for the contact centre
A14)

o Support/Maintenance: £12,000.00
o Overall spend: £12,000.00

 

Q15) How many contact centre agents do you have?

A15) 10

Q16) Do agents work from home? Or just your offices?

A16) Agents work from both home and in the offices

Q17) Do you use a CRM in the contact centre? What platform is used?

A17) HEE does not hold this information as we do not use a CRM in the
contact centre

Q18) Do you use a knowledge base / knowledge management platform? What
platform is used?
A18) HEE does not hold this information as we have our own set of
SOPS/Procedures

Connectivity and Network Services

Q19) Who provides your WAN and internet connectivity and the annual spend
on each

A19) WAN: In-house team (MESH VPN)

 

        Internet: £100,000 is spent annually and the following providers
are used:

 

o Vodafone
o Daisy Telecom
o Janet
o BT
o Gamma

Q20) Have you , or do you plan to deploy SD Wan services

A20) HEE does not hold this information as we do not use SD WAN services
and have no plans in place to deploy these.

Q21) Have you got SIP trunks, if so who from and confirm annual spend

A21) HEE does not hold this information as we do not have SIP trunks.
Q22) Please confirm who provides your LAN, WIFI and Security
infrastructure

A22) HEE’s own in-house team.
Q23) Please confirm your annual spend on each

A23)   

 

o LAN £50,000
o WIFI £20,000
o Security £100,000

 

Q24) Please confirm your data centre switching and security infrastructure
and have you deployed cloud based security and threat management
A24) HEE does not have a physical Data Centre. We can confirm that
Cloud-based security has been deployed.

Organisation

Q25) How many employees do you have overall within your organisation?

A25) 3273 (headcount) as of Feb 2021.

Q26) Can you provide contact details for your procurement lead / category
manager for these services?

A26) Sean Hinchcliffe [1][email address]

Q27) Can you provide names and contact details for the following people
within your organisation?
A27)

CIO / IT Director: James Freed [2][email address] / Martin Hall
[3][email address]
Head of IT: Stephen Loughran [4][email address]
Head of Digital Transformation: Patrick Mitchell
[5][email address]
Head of Customer services: No such role exists within HEE

 

 

We hope that this information is of use. If you are dissatisfied with the
way in which we have dealt with your request you can ask us to review our
decision by writing to:

 

Mr Lee Whitehead

Director of Corporate Accountability & Engagement

C/O PPA Team

Health Education England

Blenheim House

Duncombe Street

Leeds

LS1 4PL

 

If at the conclusion of any review you remain dissatisfied you may
complain to the Information Commissioner who can be contacted at:

 

The Office of the Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire

 

 

Kind regards,

Barry

 

Barry Coffey

Public and Parliamentary Accountability Support Officer

Corporate Accountability and Engagement Directorate

 

Health Education England

Blenheim House

Duncombe Street

Leeds

LS1 4PL

 

Contact via MS Teams and Skype

0113 8871620

[6]www.hee.nhs.uk

 

HEE is part of the NHS, and we work with partners to plan, recruit,
educate and train the health workforce

 

 

 

 

 

 

 

 

From: Daniel Leonard <[FOI #739525 email]>
Sent: 23 March 2021 14:48
To: FOIA <[email address]>
Subject: Freedom of Information request - Communications & Services

 

Dear Health Education Yorkshire and the Humber,

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

-------------------------------------------------------------------

Please use this email address for all replies to this request:

[7][FOI #739525 email]

Is [8][Health Education Yorkshire and the Humber request email] the wrong address for Freedom of Information
requests to Health Education Yorkshire and the Humber? If so, please
contact us using this form:

[9]https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:

[10]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:

[11]https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections