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 Lancaster City Council,

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

info, Lancaster City Council

2 Attachments

Dear Daniel Leonard,

I write to confirm receipt of your request for information, which was
received on 23rd March 2021 and is now being processed under the Freedom
of Information Act 2000. Your request has been given the unique reference
number as stated in the subject header above and you should quote this
reference number in all correspondence. You should receive our response
within 20 working days; this means that you can expect to receive the
requested information by 22nd April 2021. If we are unable to deal with
your request within that time limit or the Council does not hold the
information or there is a reason for it to be withheld, we will promptly
advise you in writing.

If you have any queries or concerns then please do not hesitate to contact
me. Please remember to quote the reference number above in any future
communications.

Kind regards,

 

J McGrath

Information Governance Officer

Deputy Data Protection Officer

 

Email: [1][Lancaster City Council request email]

Tel:      (01524) 58 2000

 

Lancaster City Council,

Town Hall, Lancaster LA1 1PJ

Website: [2]http://www.lancaster.gov.uk

 

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     [4]www.gov.uk/register-to-vote

 

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Dear info,

Please can you provide an update to the submitted request.

Yours sincerely,

Daniel Leonard

info, Lancaster City Council

Dear Daniel Leonard,

Freedom of Information Request - Ref: FOI 3970

Thank you for your request received on 23rd March 2021 in which you asked
for information from Lancaster City Council.

 

Your request has been handled under the Freedom of Information Act 2000
(FOIA).

 

Response

 

Please accept our sincere apologies for the delay in responding.

This is because we have been attempting to find an answer for you on the
question - Have you got SIP trunks, if so who from and confirm annual
spend?

We are still unsure if we can extract this cost from other costs but the
person who could tell us has been unexpectedly absent from work so we
still do not have an answer for you on the spend part of the question.

Given the extended delay we have decided to send you responses to the
questions we can answer at this moment in time.

 

1. Telephony and UC/ Collaboration

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

When was the installation date of your telephony equipment? Q4 2019

When is your contract renewal date? 31.03.2022

Who maintains your telephony system(s)? Maintained by LCC staff

Please confirm the value of the initial project We can’t provide a
definite answer to this as the deployment was not done as a stand-alone
project, but various smaller pieces of work from other workstreams.

Please confirm the total ongoing annual spend on telephony

Phone System Shared Server All Language Subscription Licence Per User -
Licence 585 * £61.56 = £36,012.60

Microsoft Skype for Business Plus CAL Add-On Shared Server All Language
Subscription 1 Add On to Enterprise Cloud Suite - Licence 1 * £11.77 =
£11.77

Common Area Phone Shared Server Subscription Per Device - Licence 81 *
£72.16 = £5,844.96

Audio Conferencing Shared Server Subscription Per User - Licence 25 *
£38.55 = £963.75

SBC Costs: £4000 per year

Please confirm the annual support cost for your telephony system None,
supported internally

Do you use Unified Communications or Collaboration tools , if so which
ones? Teams

2. Contact Centre

Please confirm the manufacturer of your contact centre system(s) that are
currently in place? Anywhere 365

When was the installation date of your contact centre infrastructure?
January 2021

When is your contract renewal date? 01 November 2023
Who maintains your contact centre system(s)? Anywhere 365 and our IT
department

Please confirm value of the initial project? All capital expenditure is
public record on our website.

Please confirm the value of annual support/maintenance services (in £)?
And overall annual spend for the contact centre 3-year contracts includes
all maintenance and support costs.

How many contact centre agents do you have? Currently 19 Customer Service
Advisors

Do agents work from home? Or just your offices? Predominantly from the
office but also can and do work from home.

Do you use a CRM in the contact centre? What platform is used? Currently
using Verint.  Purchased and moving over to Granicus / Gov Serve

Do you use a knowledge base / knowledge management platform? What platform
is used? Not at present

 

3. Connectivity and Network Services

Who provides your WAN and internet connectivity and the annual spend on
each Lancaster University Network Services, WAN is £43,920 Internet is
£4,100.00

Have you , or do you plan to deploy SD Wan services We utilise SD-WAN

Have you got SIP trunks, if so who from and confirm annual spend Gamma via
Adept, annual spend to follow if possible to extract from other costs

Please confirm who provides your LAN, WIFI and Security infrastructure LAN
internal, WIFI Lancaster University Network Services, The Networking
People

Please confirm your annual spend on each LAN N/A, WIFI £7,995

Please confirm your data centre switching and security infrastructure and
have you deployed cloud based security and threat management
HPE; Yes we have deployed cloud based security and threat management

 

If you have any queries or concerns about this response, please contact
this office. For details of how to appeal a decision we have made, see
below.

 

4. Organisation

How many employees do you have overall within your organisation? Approx.
770

Can you provide contact details for your procurement lead / category
manager for these services? Head of ICT, Steve Simpson
[1][email address]

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

•       CIO / IT Director N/A

•       Head of IT Steve Simpson [2][email address]

•       Head of Digital Transformation as above

•       Head of Customer services Customer Services Manager, Emily
Turbitt, [3][email address]

 

How to Appeal

 

Internal Review

If you are not satisfied with this response, you have the right to an
internal review.  The handling of your request will be looked at by
someone who was not responsible for the original case, and they will make
a decision as to whether we answered your request correctly.

 

If you would like to request a review, please write or send an email to
the Council at the following address:

 

Information Governance

Lancaster City Council

Town Hall

Dalton Square

Lancaster

LA1 1PJ

 

Email:  [4][Lancaster City Council request email]

 

Information Commissioner’s Office

 

If you remain dissatisfied after an internal review decision, you have the
right to apply to the Information Commissioner’s Office. The Commissioner
is an independent regulator who has the power to direct us to respond to
your request differently if she considers that we have handled it
incorrectly.

 

You can contact the Information Commissioner’s Office at the following
address:

 

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a
national rate number

Website:  [5]https://ico.org.uk/global/contact-us/

 

 

Re-use of Public-Sector Information

 

Some of the information that we provide in response to FOIA requests will
be subject to copyright protection. In most cases the copyright will be
owned by Lancaster City Council. The copyright in other information may be
owned by another person or organisation, as indicated on the information
itself.

 

You are free to use any information supplied for your own non-commercial
research or private study purposes. The information may also be used for
any other purpose allowed by a limitation or exception in copyright law,
such as news reporting. However, any other type of re-use, for example by
publishing the information in analogue or digital form, including on the
internet, will require the permission of the copyright owner.

 

For information where the copyright is owned by Lancaster City Council,
please contact this office if you would like to request permission.

 

For information where the copyright is owned by another person or
organisation you must apply to the copyright owner to obtain their
permission.

 

 

Yours sincerely

 

J. McGrath

Information Governance Officer

Deputy Data Protection Officer

 

Lancaster City Council

[6][Lancaster City Council request email]

01524 582000

 

 

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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.