Communications & Services

The request was successful.

Dear Torfaen 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

TCBC - FOI, Torfaen County Borough Council

Dear Mr Leonard,

 

20/798: FREEDOM OF INFORMATION REQUEST

 

Thank you for your email dated 23/03/2021 requesting information under the
Freedom of Information Act 2000.  I have logged your email and will deal
with your request in order that we can respond to you within the statutory
deadline of 20 working days.

 

I will contact you further as soon as the relevant information is
available.

 

Yours sincerely

 

 

Chris Corten

ASSISTANT COMPLAINTS/FOI MANAGER / RHEOLWR CYNORTHWYOL CWYNION/RHYDDID
GWYBODAETH

Resources Directorate/Cyfarwyddiaeth Adnoddau

Torfaen County Borough Council / Cyngor Bwrdeistref Sirol Torfaen

Phone/Ffôn: 01495 742170

Email/Ebost: [1][email address]

 

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TCBC - FOI, Torfaen County Borough Council

Dear Mr Leonard,

 

20/798: FREEDOM OF INFORMATION REQUEST

 

Thank you for your email dated 23/03/2021 requesting information under the
Freedom of Information Act 2000. I am now in a position to respond to your
questions as follows:

 

Telephony and UC/ Collaboration

 

Please confirm the manufacturer of your telephony system(s) that are
currently in place - The manufacturer of our current main VoIP platform is
Cisco.

 

When was the installation date of your telephony equipment? - Information
not held.

 

When is your contract renewal date? - October 2021

 

Who maintains your telephony system(s)? - CAE

 

Please confirm the value of the initial project - Information not held.

 

Please confirm the total ongoing annual spend on telephony - £62000.00 per
annum

 

Please confirm the annual support cost for your telephony system -
£1698.00

 

Do you use Unified Communications or Collaboration tools , if so which
ones? - No

 

 

Contact Centre

 

Please confirm the manufacturer of your contact centre system(s) that are
currently in place? - My Council Services

 

When was the installation date of your contact centre infrastructure? -
January 2014

 

When is your contract renewal date? - 1^st February each year

 

Who maintains your contact centre system(s)? - Abavus and in-house

 

Please confirm value of the initial project? - £72500 (Enterprise
Agreement)

 

Please confirm the value of annual support/maintenance services (in £)?
And overall annual spend for the contact centre - annual contract renewal
£62,000

 

 

How many contact centre agents do you have? - 17

 

Do agents work from home? Or just your offices? - Usually a mixture of
both – currently from home due to covid restrictions.

 

Do you use a CRM in the contact centre? What platform is used? - My
Council Services

 

Do you use a knowledge base / knowledge management platform? What platform
is used? - No

 

 

Connectivity and Network Services

 

Who provides your WAN and internet connectivity and the annual spend on
each - WAN Provider is BT PSBA, £10K

 

Have you , or do you plan to deploy SD Wan services - No

 

Have you got SIP trunks, if so who from and confirm annual spend - No

 

Please confirm who provides your LAN, WIFI and Security infrastructure

LAN – Cisco

WiFi - BT PSBA, BT Smoothwall, Gamma

Security – section 31

 

Please confirm your annual spend on each

LAN/WiFi -  BT PSBA £165,271.60 avg, Gamma £16,404.15 avg

WiFi - BT Smoothwall £28,703.76 avg

Security – section 31

 

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

 

I can confirm that Torfaen County Borough Council does hold the
information requested regarding security/threat management. However, we
are withholding this under the exemption S31(1)(a) Law Enforcement –
Section 31(1) (a) states that information is exempt if its disclosure
under the Act would or would be likely to prejudice the prevention or
detection of crime.

The data that you have requested would contain information that may be
used by individuals to assess the potential for vulnerabilities in
systems/processes. The data requested would identify provider and cost
which may highlight specific services utilised for information security.
To provide information might prejudice the prevention of crime by
facilitating the possibility of an offence being carried out. There is a
very strong public interest in the effectiveness of law enforcement and
the prevention of crime.

This exemption is subject to the public interest test. This means that the
information can be withheld if the public interest in maintaining the
exemption outweighs the public interest in disclosure. Although there is a
general public interest in openness (because this increases public trust
and engagement), this public interest should be weighed against a very
strong public interest in safeguarding the security of council specific
systems. The factors in favour of disclosure are public awareness and
openness. The factors against are the risks of individuals gathering
intelligence that may facilitate the possibility of malicious attacks.

In view of the above, disclosure would not be justified by a wider public
interest.

 

Organisation

 

How many employees do you have overall within your organisation? – 2015
(excluding schools)

 

Can you provide contact details for your procurement lead / category
manager for these services? - Peter Williams,
[1][email address]

 

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

 

•           CIO / IT Director - There is no post ‘Head of IT’, The
Authority’s IT services are provided by Shared Resource Service Wales.
Chief Operating Officer in SRS is Matt Lewis, [2][email address]

 

•           Head of IT - As above

 

•           Head of Digital Transformation - James Griffin,
[3][email address]

 

•           Head of Customer services - Richard Davies,
[4][email address]

 

 

 

Information supplied in response to any Freedom of Information Act request
may be subject to copyright. A single copy of information supplied under
the Freedom of Information Act may only be used for personal,
non-commercial research or study, unless stated otherwise. It must not be
passed to others, copied or re-published in whole or in part without
permission from the copyright holder. Any copyright statement that forms
part of or in any way refers to the information provided must not be
altered or removed.

 

If you have any queries about this letter or are unhappy about the service
you have received in relation to your request and wish to make a complaint
or request a review, please do not hesitate to contact me in writing. A
request for an internal review should be made within 40 working days of
the date of the response.

 

If you are not content with the outcome of your complaint, you may apply
directly to the Information Commissioner for a decision. Generally, the
Information Commissioner’s Office (Wales) cannot make a decision unless
you have exhausted the complaints procedure provided by this Council. The
Information Commissioner can be contacted at: The Information
Commissioner’s Office (Wales), 2^nd Floor, Churchill House, Churchill Way,
Cardiff, CF10 2HH. Telephone 0330 414 6421 or e-mail [5][email address].

 

Yours sincerely

 

 

Chris Corten

ASSISTANT COMPLAINTS/FOI MANAGER / RHEOLWR CYNORTHWYOL CWYNION/RHYDDID
GWYBODAETH

Resources Directorate/Cyfarwyddiaeth Adnoddau

Torfaen County Borough Council / Cyngor Bwrdeistref Sirol Torfaen

Phone/Ffôn: 01495 742170

Email/Ebost: [6][email address]

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