Communications & Telephony Equipment

Dear Mr Leonard ,

Thank you for your enquiry, which has been forwarded to the appropriate
officers for a response. The usual timescale for a response is twenty
working days, that is by or on 15.10.19.

If for any reason the Council needs to extend this timescale you will be
notified in accordance with the relevant legislation.

Please note that in 2012 the County Council adopted a position in
principle that FoI and EIR requests to West Sussex County Council and the
Council's responses may be published on the Council's website in a
suitably anonymised form. This is in addition to the individual response
to the requestor, and in line with the Council's commitment to
transparency and open data.   

Yours sincerely,

Helen Thompson.

Freedom Of Information |  [1]West Sussex County Council | Location:
County Hall, Chichester PO19 1RQ
E-mail: [2][email address]

[3]Email Strapline

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Dear Daniel Leonard

Our Ref: WSCC$1775178 - 1097679 - DL - DL - Contact Centre/HR/IT

I refer to your request dated 17^th September 2019, which has been dealt
with under the Freedom of Information Act 2000.

Your request was for:

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 £)?

When is your contract renewal date?

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?

When is your contract renewal date?

Do you use Unified Communications or Collaboration tools such as Microsoft
Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you
currently using?

How many employees do you have overall within your organisation?

Who currently provides your calls and lines?

What is your current annual spend on calls and lines?

When is your contract renewal date?

Are you using SIP or ISDN?

Do you use a wide area network?

We have now completed a search for the information which you requested and
I confirm the Authority holds information relevant to the request.

Please see answers below corresponding with your request.

Note 1

The Council outsourced all IT functions to Capita PLC and included all
aspects of IT service delivery.  This included the transfer of ownership
of physical assets and novation of prevailing IT hardware and software
contracts, including many of those pertaining to telephony provision and
the transfer of all IT support staff.   The IT outsource contract was let
as an “outcomes based” contract where services were specified rather than
the technology base required to deliver them.  This can be regarded as an
“-as-a-Service” provision and the Council does not require Capita to
itemise the technology base it uses to deliver its services, nor does it
require specific product sets to be used.  The solutions referenced above
are included in core contract cost.  For clarity, that means that the
Council no longer enters directly into contracts for the acquisition of
hardware or software itself, except where this is commercially expedient
or otherwise unavoidable, one such instance being the Council’ contact
with Microsoft which includes licencing for the use of Skype for
Business.  The majority of IT spend is through the outsourced IT contract
which will end in November 2022. The total Contract Value for 10 years is
c£109million (not including any value accrued from external partners that
may sign up to the contract and subject to contract variations during the
life of the contract).

Please confirm the manufacturer of your telephony system(s) that are
currently in place? – The Council uses Microsoft Lync/Skype for its main
corporate telephony.

When was the installation date of your telephony equipment? – The Council
has been using Microsoft telephony from 2012

Who maintains your telephony system(s)? – Please see Note 1

Please confirm value of the initial project and value of annual
support/maintenance services (in £)? – Please see note 1

When is your contract renewal date? – The Microsoft contract is due for
renewal in April 2022 (see also Note 1)

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

Avaya

When was the installation date of your contact centre infrastructure?

September 2004 (October 2011 for current phone system)

Who maintains your contact centre system(s)?

Capita

Please confirm value of the initial project and value of annual
support/maintenance services (in £)?

Not clear what this question is relating to. Total IT spend is covered
above

How many contact centre employees/agents do you have?

60

When is your contract renewal date?

November 2022

Do you use Unified Communications or Collaboration tools such as Microsoft
Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you
currently using? – Yes, Microsoft Skype

How many employees do you have overall within your organisation?

As at 24/09/2019 there were 5,658 employees on the West Sussex payroll.
Please note this does not include schools.

Who currently provides your calls and lines? – Please see Note 1

What is your current annual spend on calls and lines? – Please see Note 1

When is your contract renewal date? – Please see Note 1

Are you using SIP or ISDN? - both SIP and ISDN

Do you use a wide area network? - yes

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Kind regards

BSD FoI Liaison Officers

BSD FoI Liaison Officers, [2]West Sussex County Council 

Location: 2^nd Floor, The Grange, Chichester, PO19 1RG

Email:- [3][email address]

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