Communications & Services

The request was partially successful.

Dear Barnsley Metropolitan 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

Information Requests, Barnsley Metropolitan Borough Council

Due to the Coronavirus (COVID-19), we are currently experiencing an
increased volume of customer contacts which is having an impact on our
ability to respond within our usual published timescales. To support the
services that need our help most, we have suspended the delivery of our
Information Request service. This includes the processing of all new and
existing Freedom of Information, Environmental Information Regulation and
Subject Access Requests from 24 March 2020 until further notice. Please do
not submit any new requests as these will not be dealt with. If you have
previously made an Information Request and not yet received a response,
please be aware that we will be unable to issue a response within the
agreed statutory timescale.

 

We apologise for any inconvenience this may cause and thank you for your
patience during these unprecedented times.

 

For further information about compliance in handling Information Requests
during the COVID-19 pandemic, you can visit the Information Commissioner’s
Office website at [1]www.ico.org.uk

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Information Requests, Barnsley Metropolitan Borough Council

Dear Daniel

Due to the Coronavirus (COVID-19), we are currently experiencing an increased volume of customer contacts which is having an impact on our ability to respond within our usual published timescales. To support the services that need our help most, we have suspended the delivery of our Information Request service. This includes the processing of all new and existing Freedom of Information, Environmental Information Regulation and Subject Access Requests from 24 March 2020 until further notice.

If you have previously made an Information Request and not yet received a response, please be aware that we will be unable to issue a response within the agreed statutory timescale.

Please do not submit any new requests as these will not be dealt with.

We apologise for any inconvenience this may cause and thank you for your patience during these unprecedented times.

For further information about compliance in handling Information Requests during the COVID-19 pandemic, you can visit the Information Commissioner’s Office website at www.ico.org.uk

Please do not reply to this email as this will not be dealt with.

Kind Regards
Customer Feedback, Information and Improvement Team

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Information Requests, Barnsley Metropolitan Borough Council

Good Afternoon

Re: Request for Information – Freedom of Information Act 2000

Thank you for your request for information about communications and services

Your email request was received on 16 June 2020 and I am dealing with it under the terms of the Freedom of Information Act 2000.

Your request will be processed as soon as possible, and we will try to provide the information within 20 working days as required. The deadline date when the information should be available to you is 4 September 2020

In some circumstances a fee may be payable and if that is the case, I will let you know the likely charges before proceeding.

If you have any queries about this email, please contact me. Please remember to quote the reference number above in any future communications.

Regards

John Shannon

Customer Feedback and Improvement Officer
Customer Services Feedback and Improvement Team
Barnsley Metropolitan Borough Council

Postal Address:
Customer Services Feedback and Improvement Team
PO Box 679
Barnsley
S70 9GG

Tel: 01226 772433 (Office) / 07776 674093
Email: [email address]

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Information Requests, Barnsley Metropolitan Borough Council

1 Attachment

Good morning Daniel,
Please find attached the results of my findings for your FOI request.
Thank you

Cathryn Copley
Customer Feedback, Information & Improvement Officer
Business Improvement, Human Resources & Communications
Core Services Directorate
Westgate Plaza One
Barnsley MBC
C/O Corporate Mail Room
PO Box 634
Barnsley
S70 9GG

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