Communications & Services

The request was successful.

Dear The Victoria and Albert Museum,

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

V&A Freedom of Information, The Victoria and Albert Museum

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Thank you for your request for information under the Freedom of
Information Act (FOIA) 2000. We will process your request under the terms
of the FOIA and you will receive a response within 20 working days.
Details of how we will process your request are available on our website
at: [1]https://www.vam.ac.uk/info/reports-strat...

 

Victoria and Albert Museum

Cromwell Road

South Kensington

London SW7 2RL

Our doors are closed but we are open online | Visit us on social media and
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The world's leading museum of art, design and performance

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V&A Freedom of Information, The Victoria and Albert Museum

1 Attachment

Dear Daniel Leonard,
Thank you for your enquiry. I am sorry that our response has been delayed.
The answers to your questions are as follows:
Telephony and UC/ Collaboration
Please confirm the manufacturer of your telephony system(s) that are
currently in place: Microsoft Skype for Business 2019
When was the installation date of your telephony equipment? May 2015 with
an upgrade in August 2020
When is your contract renewal date? May 2023
Who maintains your telephony system(s)? Amillan Limited
Please confirm the value of the initial project Circa £225,000
Please confirm the total ongoing annual spend on telephony £0
Please confirm the annual support cost for your telephony system Circa
£60,000
Do you use Unified Communications or Collaboration tools , if so which
ones? Microsoft Skype for Business 2019 and Microsoft Teams

Contact Centre
Please confirm the manufacturer of your contact centre system(s) that are
currently in place? Enghouse
When was the installation date of your contact centre
infrastructure? August 2020
When is your contract renewal date? May 2023
Who maintains your contact centre system(s)? Amillan Limited
Please confirm value of the initial project? £20,000
Please confirm the value of annual support/maintenance services (in £)?
And overall annual spend for the contact centre £5,000

How many contact centre agents do you have? 15
Do agents work from home? Or just your offices? Both
Do you use a CRM in the contact centre? What platform is used? Dynamics
CRM
Do you use a knowledge base / knowledge management platform? What platform
is used? None used at the moment

Connectivity and Network Services
Who provides your WAN and internet connectivity and the annual spend on
each  Virgin Media and circa £80,000
Have you , or do you plan to deploy SD Wan services Not at the moment
Have you got SIP trunks, if so who from and confirm annual spend Amillan
and circa £15k
Please confirm who provides your LAN, WIFI and Security
infrastructure Amillan provide LAN and WiFi.  Cybanetix, Darktrace and
Virgin Media provide Security infrastructure.
Please confirm your annual spend on each LAN/WiFi circa £110,000,
Cybanetix circa £40,000, Darktrace circa £25,000.  Virgin Media is
included in the WAN figures
Please confirm your data centre switching and security infrastructure and
have you deployed cloud based security and threat management I regret that
we are unable to provide this information regarding current IT security
arrangements, which is exempt from release under section 31 of the Freedom
of Information Act (Law enforcement, including prevention and detection of
crime)
Organisation
How many employees do you have overall within your organisation? 1400
Can you provide contact details for your procurement lead / category
manager for these services? David Osborne, Head of Procurement, 020 7942
2000, [email address]
Can you provide names and contact details for the following people within
your organisation?
• CIO / IT Director N/A
• Head of IT Jen Penfound, Head of IT, 020 7942 2000, [email address]
• Head of Digital Transformation N/A
• Head of Customer services N/A
The section 31 exemption that I have mentioned is subject to a public
interest test. Our assessment is that releasing information about data
security infrastructure and arrangements may adversely affect data
security at the V&A. Although there is clearly some public interest in
knowing that the V&A has effective data handling and security in place, we
consider that there is a strong public interest in the V&A keeping current
details of IT security provision confidential and working at all times to
enhance data security. We have concluded, therefore, that in the
circumstances of this case, the public interest in maintaining the
exemption outweighs the public interest in disclosing the information.

I hope that this information will be helpful to you. In accordance with
the Freedom of Information Act, the V&A does operate a complaints
procedure and if you are dissatisfied with our response to your request
you may make a complaint, in the first instance to myself as the V&A's
Freedom of Information Officer. If your complaint is not handled to your
satisfaction you also have the right to refer the matter to the
Information Commissioner.

 

Yours sincerely,

 

Christopher Marsden

 

 

Christopher Marsden | Senior Archivist

V&A Blythe House | 23 Blythe Road | London | W14 0QX

Email: [1][email address] | Phone: 020 7942 2319

Visit: [2]vam.ac.uk

Follow: [3]Twitter | [4]Instagram | [5]Facebook

Our doors are closed but we are open online | Visit us on social media and
our [6]website
[7]Facebook | [8]Instagram | [9]Twitter

[10]vam.ac.uk

The world's leading museum of art, design and performance

This message is intended solely for the use of the individual or
organisation to whom it is addressed. It may contain privileged or
confidential information.
If you have received this message in error, please notify the originator
immediately. If you are not the intended recipient, you should not use,
copy, alter, or disclose the contents of this message.
All information or opinions expressed in this message and/or any
attachments are those of the author and are not necessarily those of The
Victoria and Albert Museum or its affiliates.
The Victoria and Albert Museum accepts no responsibility for loss or
damage arising from its use, including damage from virus. Victoria and
Albert Museum, Cromwell Road, London SW7 2RL, Tel: 0207 942 2000

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

From: Daniel Leonard <[FOI #739671 email]>
Sent: Tuesday, March 23, 2021 2:53 PM
To: V&A Freedom of Information <[The Victoria and Albert Museum request email]>
Subject: Freedom of Information request - Communications & Services
 
Dear The Victoria and Albert Museum,

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

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References

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