Dear Mr Leonard

 

I refer to your request for information, received by CCWater on 28^th
November 2019 and made under the Freedom of Information Act 2000 (the
Act).  You requested the following information:-

 

“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?”

 

Under the Act, public authorities have two duties to individuals requiring
information: firstly to confirm whether or not they hold the information
requested, and secondly to provide a copy of that information unless one
of the exemptions provided by the Act apply. 

 

I confirm that on this occasion CCWater holds some of the information you
have requested and CCWater’s response underneath is set out below. 

 

1.    Please confirm the manufacturer of your telephony system(s) that are
currently in place?

 

Answer: Panasonic & BT.

 

2.    When was the installation date of your telephony equipment?

 

Answer: This information is not available.

 

3.    Who maintains your telephony system(s)?

 

Answer: Glow XL & Green Telecom

 

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

 

Answer: We do not hold details of the value of the initial project. We can
confirm that the value of annual support/maintenance is £5760.

 

5.    When is your contract renewal date?

 

Answer: We are on 3 month rolling contract.

 

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

 

Answer: Oracle

 

7.    When was the installation date of your contact centre
infrastructure?

 

Answer: This information is not available.

 

8.    Who maintains your contact centre system(s)?

 

Answer: Oracle

 

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

 

Answer: We do not hold details of the value of the initial project. We can
confirm that the value of the support and licence fee is £29407.68.

 

10. How many contact centre employees/agents do you have?

 

Answer: We currently have 8 frontline employees (first point of contact)
and 2 Agency workers.

 

11. When is your contract renewal date?

 

Answer: March 2021

 

12. 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?

 

Answer: Occasionally Skype

 

13. How many employees do you have overall within your organisation?

 

Answer: 76

 

14. Who currently provides your calls and lines?

 

Answer: Glow Xl & Green Telecom

 

15. What is your current annual spend on calls and lines?

 

Answer: approximately £55000

 

16. When is your contract renewal date?

 

Answer: We are on 3 month rolling contract.

17. Are you using SIP or ISDN?

 

Answer: ISDN

 

18. Do you use a wide area network?

 

Answer: Yes

 

Further information and complaints

 

If you are unhappy with the way that your request has been handled you
have the right to request an internal review.  Any internal review will be
conducted by a member of staff that has not been involved in the handling
of the request.  You can request an internal review by contacting:-

 

          Data Protection Officer

          Consumer Council for Water

          1^st Floor, Victoria Square House

          Victoria Square

          Birmingham

          B2 4AJ

 

          [1][email address]

 

If you are dissatisfied with the outcome of the internal review, you can
apply to the Information Commissioner.  Complaints to the Information
Commissioner should be sent to:-

 

          FOI/EIR Complaints Resolution

          Information Commissioner’s Office

          Wycliffe House

          Water Lane

          Wilmslow

          Cheshire

          SK9 5AF

 

Yours sincerely

 

Natalja Riaz

Information Analyst

Consumer Council for Water

Direct line 0121 345 1036

1st floor, Victoria Square House, Victoria Square, Birmingham B2 4AJ

Visit our website: [2]www.ccwater.org.uk

Follow us [3]@WaterWatchdog

Securing the best outcomes for all water consumers, present and future.

Please view our [4]privacy statement which explains how we deal with your
personal data.

 

 

 

 

 

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