Communications & Services
Dear Warwickshire Police,
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?
CRM
Do you use a CRM platform within your organisation?
What CRM platform is used (e.g. Microsoft Dynamics, salesforce, Firmstep/ Granicus)?
Do you use a CRM in the contact centre?
What platform is used (e.g. Microsoft Dynamics, salesforce, Firmstep/ Granicus)?
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
Dear Daniel Leonard,
FREEDOM OF INFORMATION REQUEST REFERENCE NO:865-2021
We are writing in connection with your request for information which was received on 19/10/2021. Your request will now be considered in accordance with the Freedom of Information Act 2000 (“the Act”).
We will make every effort to provide a response to your request within 20 working days as stipulated by the Act.
There may be a fee payable for the retrieval, collation and provision of the information you request. If this is the case you will be informed and the 20 working day timescale will be suspended until we receive payment from you. If you chose not to make payment then your request will be withdrawn.
Some requests may also require either full or partial transference to another public authority in order to answer your query in the fullest possible way. Again, you will be informed if this is the case.
Should you have any further enquiries concerning this matter, please contact the Freedom of Information Unit via email quoting the reference number above.
Yours sincerely,
FOI Admin
Information and Compliance
Warwickshire Police
Dear Daniel Leonard
FREEDOM OF INFORMATION REQUEST REFERENCE NO: 865-2021
We are writing in connection with your request for information received on
19/10/2021. In order to be able to respond to your request we require
further information from you. Please would you clarify:-
Regards the section of your request that relates to the Contact Centre,
please can you clarify what is meant by system(s), .e.g. software,
hardware, infrastructure etc?
After receiving your reply, your request will then be considered and you
will receive the information requested within the statutory timescale of
20 working days as defined by the Freedom of Information Act 2000, subject
to the information not being exempt or containing a reference to a third
party.
However, if the requested additional information has not been received by
16/11/2021 we will assume you no longer wish to proceed with this request
and will treat it as withdrawn. There may be a fee payable for the
retrieval, collation and provision of the information you request. If this
is the case you will be informed and the 20 working day timescale will be
suspended until we receive payment from you. If you chose not to make a
payment then your request will remain unanswered.
Should you have any further enquiries concerning this matter, please write
or email the Freedom of Information Unit quoting the reference number
above.
Yours sincerely
Lucie Harris
Information Compliance Office
Warwickshire Police
Email: [Warwickshire Police request email]
[1]Colour - Warwickshire Logo (FINAL Oct 2019)
References
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Dear @ Freedom of Information,
Hi In terms of Contact Centre technology I am referring to the hardware systems in place to handle incoming inquiries from the general public, along with the maintainer and the costs attached.
Yours sincerely,
Daniel Leonard
Dear Daniel Leonard,
FREEDOM OF INFORMATION REQUEST REFERENCE NO: 028-2022 (PREVIOUSLY 865-2021
& 1004-2021 )
I am writing in connection with your request for information which was
originally received in Oct 2021 and filed under ref 865-2021. An email was
sent to you on 20/10/2021 asking for clarification around your questions
regarding the Control Centre. We did not receive a response and the
request was closed. We received a new request from you on 30/11/2021 which
was the same wording as the original request. It was logged under ref
1004-2021. An email was sent to you on 02/12/2021 again asking for
clarificaiton in regards your questions regarding the Control Center. As
we did not receive a reply this request was also subsequently closed.
We have now received your clarification as per your emails on 10^th and
11^th January 2022. However due to the previous requests now being closed,
we have logged a new request for you. The new reference is 028-2022 and
should be the only reference you use in comminicaiton with us for this
request going forward. Your request will now be considered in accordance
with the Freedom of Information Act 2000 (“the Act”).
We will make every effort to provide a response to your request within 20
working days as stipulated by the Act.
There may be a fee payable for the retrieval, collation and provision of
the information you request. If this is the case you will be informed and
the 20 working day timescale will be suspended until we receive payment
from you. If you chose not to make payment then your request will be
withdrawn.
Some requests may also require either full or partial transference to
another public authority in order to answer your query in the fullest
possible way. Again, you will be informed if this is the case.
Should you have any further enquiries concerning this matter, please
contact the Freedom of Information Unit via email quoting the reference
number above.
Yours sincerely,
FOI Admin Team
Information and Compliance
Warwickshire Police
Dear Daniel Leonard,
FREEDOM OF INFORMATION REQUEST REFERENCE NO’s - Warwickshire Police
028-2022
We are writing in connection with your request for information received on
11^th January 2022.
We regret to inform you that, due to the current climate and demand on
recources, Warwickshire Police has not been able to complete its response
to your request within the 20 working days.
Please would you contact us by 8^th April 2022 to advise if this
information is still required. Your attention is drawn to the below which
details your right of complaint.
Should you have any further enquiries concerning this matter, please write
or email the Freedom of Information Unit quoting the reference number
above.
Yours sincerely,
Amy Kimber
FOI Administration Officer
Information and Compliance Dept.
Warwickshire Police
PO Box 4, Leek Wootton, Warwickshire, CV35 7QB
[1][email address]
Warwickshire Police in complying with their statutory duty under sections
1 and 11 of the Freedom of Information Act 2000 to release the enclosed
information will not breach the Copyright, Designs and Patents Act 1988.
However, the rights of the copyright owner of the enclosed information
will continue to be protected by law. Applications for the copyright
owner’s written permission to reproduce any part of the attached
information should be addressed to The Force Solicitor, Warwickshire
Police, Leek Wootton, warwick, Warwickshire, CV35 7QA.
COMPLAINT RIGHTS
Are you unhappy with how your request has been handled or do you think the
decision is incorrect? You have the right to require Warwickshire Police
(WP) to review their decision.
Prior to lodging a formal complaint you are welcome and encouraged to
discuss the decision with the person that dealt with your request.
Ask to have the decision looked at again. The quickest and easiest way to
have the decision looked at again is to telephone the person named at the
end of your decision letter. That person will be able to discuss the
decision, explain any issues and assist with any problems.
Complaint
If you are dissatisfied with the handling procedures or the decision of WP
made under the Freedom of Information Act 2000 (the Act) regarding access
to information, you can lodge a complaint with WP to have the decision
reviewed. WP must be notified of your intention to complain within 20
working days of the date of its response to your Freedom of Information
request. Complaints should be made in writing and addressed to:
Freedom Of Information Unit
Warwickshire Police
PO Box 4
Leek Wootton
Warwickshire
CV35 7QB
Alternatively, you can email [2][email address]
In all possible circumstances, WP will aim to respond to your complaint
within 20 working days.
The Information Commissioner
If after lodging a complaint with WP you are still dissatisfied with the
decision, you may make application to the Information Commissioner (ICO)
for a decision on whether the request for information has been dealt with
in accordance with the requirements of the Act.
For information on how to make application to the Information Commissioner
please visit their [3]website. Alternatively, you can contact the ICO in
writing or via phone:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113 (local rate) or 01625 545745 (national rate)
Fax: 01625 524 510
From: @ Freedom of Information
Sent: 11 January 2022 15:05
To: '[FOI #800660 email]'
[4][FOI #800660 email]
Subject: Re: Warwickshire FOI 865-2021 & 1004-2021 ******now
028-2022********
Dear Daniel Leonard,
FREEDOM OF INFORMATION REQUEST REFERENCE NO: 028-2022 (PREVIOUSLY 865-2021
& 1004-2021 )
I am writing in connection with your request for information which was
originally received in Oct 2021 and filed under ref 865-2021. An email was
sent to you on 20/10/2021 asking for clarification around your questions
regarding the Control Centre. We did not receive a response and the
request was closed. We received a new request from you on 30/11/2021 which
was the same wording as the original request. It was logged under ref
1004-2021. An email was sent to you on 02/12/2021 again asking for
clarificaiton in regards your questions regarding the Control Center. As
we did not receive a reply this request was also subsequently closed.
We have now received your clarification as per your emails on 10^th and
11^th January 2022. However due to the previous requests now being closed,
we have logged a new request for you. The new reference is 028-2022 and
should be the only reference you use in comminicaiton with us for this
request going forward. Your request will now be considered in accordance
with the Freedom of Information Act 2000 (“the Act”).
We will make every effort to provide a response to your request within 20
working days as stipulated by the Act.
There may be a fee payable for the retrieval, collation and provision of
the information you request. If this is the case you will be informed and
the 20 working day timescale will be suspended until we receive payment
from you. If you chose not to make payment then your request will be
withdrawn.
Some requests may also require either full or partial transference to
another public authority in order to answer your query in the fullest
possible way. Again, you will be informed if this is the case.
Should you have any further enquiries concerning this matter, please
contact the Freedom of Information Unit via email quoting the reference
number above.
Yours sincerely,
FOI Admin Team
Information and Compliance
Warwickshire Police
References
Visible links
1. mailto:[email address]
2. mailto:[email address]
3. https://ico.org.uk/
4. mailto:[FOI #800660 email]
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