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Communications & Services

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Dear National Citizens Service Trust,

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

NCS FoI, National Citizens Service Trust

Dear Daniel Leonard,

Thank you for your Freedom Of Information Request dated 23.03.2021, please
see our response to your request below.

Part 1 Telephony and UC/ Collaboration

 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. When is your contract renewal date?

 4. Who maintains your telephony system(s)?

 5. Please confirm the value of the initial project

 6. Please confirm the total ongoing annual spend on telephony

 7. Please confirm the annual support cost for your telephony system

Answer: NCS do not currently have a telephony system due to remote
working. We lease a co-working space from Huckletree. Huckletree provides
telephony services as part of the overall contract.

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

Answer: NCS uses Google Suite as our unified communication and
collaboration tool.

Part 2 Contact Centre

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

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

 3. When is your contract renewal date?

Answer: NCS is unable to answer Part 2 (a-c) as we do not hold information
about; the contact center contract renewal date, equipment manufacture,
installation date or equipment used as this is managed by an outsourced
provider. However our contractor Sitel UK has instructed us to use our
core CRM and telephony platform referred to in Part 3 as Salesforce and
Vonage.

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

Answer: NCS can not provide information in regard to who maintains our
contact center system. We do not have our own contract centre, this
service is outsourced to Sitel UK, we do not primarily make the decisions
on the telephony system or who maintains it.

 5. Please confirm value of the initial project?

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

The information retained to Question Part 2 (e-f) is being withheld as it
is exempt from disclosure under Freedom of Information Act 2000 Part 2
Section 43(2). This information is exempt as disclosure would, or would be
likely to, prejudice the commercial interests of NCS and our contractors.
The section 43(2) exemption is a qualified exemption and subject to the
public interest test. 

NCS operates in an open and transparent way and proactively discloses
information that is in the public interest however we do not see this
information to be of value to the public in a way that overrides
commercial interests.

We consider that disclosure of information regarding our contact center
contract value and maintenance would be likely to prejudice the suppliers
and NCS’s ability to participate competitively in future commercial
activity which would not be in the public interest. 

Part 3

How many contact centre agents do you have? 

Answer: NCS do not directly employ contact centre agents, this service is
outsourced. 

Do agents work from home? Or just your offices? 

Answer: 95% of our agents currently work from home with the remaining 5%
based in the Outsourced providers office

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

Answer: Vonage and Salesforce

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

Answer: NCS do not currently use any knowledge base / knowledge management
platform.

Part 4 Connectivity and Network Services

 

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

Answer: NCS does not have an annual dedicated spend for WAN and internet
connectivity as this service is provided under our building lease
contract.  

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

Answer: NCS do not have these services, and have no plans to implement
them

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

Answer: NCS do not have any SIP trunks

Please confirm who provides your LAN, WIFI and Security infrastructure 

Answer: We lease a co-working space from Huckletree. Huckletree provides
LAN, WIFI and security infrastructure services as part of the overall
contract. 

Please confirm your annual spend on each

Answer: We are unable to provide separate costs relating to LAN, Wifi and
security infrastructure as these costs are part of our overall lease
contract with Huckletree 

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

Answer: NCS don’t have a data centre (we use cloud based technologies).
NCS have not deployed cloud based security and threat management.

Part 5 Organisation

How many employees do you have overall within your organisation? 

Answer: 231

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

Answer: 

Chief Information Officer - Simon Sharkey Woods
[1][email address]

Head of IT 

Head of Digital Transformation 

Head of Customer services

You have  requested contact information of NCS Department Heads. We have
reviewed your request and consider that this information is personal data
and therefore exempt under Part II Section 40(2) of the Freedom of
Information Act 2000.

In relying on this exemption, we have considered the first Data Protection
Act 2018 principle of fairness and lawfulness. We have taken into account
the reasonable expectations of the staff members concerned and the
potential consequences of disclosure, and have balanced the rights and
freedoms of the data subjects with the legitimate public interest in
disclosing the information.

Department Heads do not hold public-facing positions or the responsibility
to make major decisions about NCS or the expenditure of money and are not
members of our Senior Leadership Team. Therefore we consider that this
information is protected as there is no reasonable expectation of
disclosure.

Next Steps

 

We hope the attached response is clear . If you have any further queries
please do not hesitate to contact us on this email address.

NCS Trust is committed to making information available under the Freedom
Of Information Act 2000 and to ensuring that the service it provides for
those wishing to gain access to information is simple, efficient and
effective. If you feel the service you have received does not meet the
legislative requirements please write, giving details of your complaint,
by email to "[2][National Citizens Service Trust request email]" or, if you are contacting us by post,
by writing to the following address: National Citizen Service Trust, 1st
Floor, 48 Chancery Lane, London, WC2A 1JF. Your complaint will be fully
investigated and treated confidentially by NCS Trust. If your complaint is
about a response to a request for information, it will be dealt with by a
member of staff at NCS Trust who was not involved in the original
decision. An initial response will be made within 5 working days of
receipt of the complaint. A full investigation and any decision will be
made and conveyed to you within 20 working days. If we are unable to deal
with your complaint within this timeframe we will inform you and let you
know the reason for the delay.

If your complaint is upheld you will be notified of what action will be
taken. If the complaint is not upheld you will be given a reason for the
decision. If NCS Trust does not deal with your complaint to your
satisfaction, you are entitled to refer your complaint to:

 

The Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

[3]www.ico.org.uk

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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.