Prynhawn da/Good afternoon,

Thank you for your recent correspondence to Newport City Council.

I have forwarded your email to Information Management to deal with. Should you wish to contact them directly in the future their email in [email address]

Should you have any further queries, please do not hesitate to contact us on the telephone number below. Our hours of opening are Monday to Friday from 8am to 6pm.

Cofion cynnes/Kind regards

Tara
Gwasanaethau’r Ddinas / City Services
Cyngor Ddinas Casnewydd / Newport City Council
Rhif Ffôn/ Telephone Number: 01633 656 656
Minicom: 01633 656 657

Visit www.newport.gov.uk
Did you know we offer a range of council services online, easy to use and available 24/7.

Ewch i www.newport.gov.uk
Oeddech chi’n gwybod ein bod yn cynnig ystod o wasanaethau cyngor ar-lein yn hawdd i’w defnyddio ac ar gael 24/7.

The Council welcomes correspondence in English or Welsh. We will communicate with you in the language of your choice, whether that is English, Welsh or in Bilingual format as long as we know which you prefer. Corresponding in Welsh will not lead to delay.

Mae’r Cyngor yn croesawu gohebiaeth yn Gymraeg a Saesneg. Byddwn yn cyfathrebu â chi yn eich dewis iaith, boed yn Saesneg, yn Gymraeg neu’n ddwyieithog, cyhyd â’n bod yn ymwybodol o’ch dewis. Ni fydd gohebu yn Gymraeg yn arwain at oedi.

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Dear Sir/Madam

Thank you for your request for information about :

Communications and Telephony

Received on 19/09/2019

This request has been formally logged in our FOI management system and has been assigned the reference REQ07407.
You should receive a reply to your request within the statutory time limit of 20 working days.

Please remember to quote the reference number REQ07407 in any future communications.

Yours sincerely,
Information Management

Mae’r Cyngor yn croesawu gohebiaeth yn Gymraeg, Saesneg neu yn y ddwy iaith. Byddwn yn cyfathrebu â chi yn ôl eich dewis. Ni fydd gohebu yn Gymraeg yn arwain at oedi.

The Council welcomes correspondence in English or Welsh or both, and will respond to you according to your preference. Corresponding in Welsh will not lead to delay.

Disclaimer/Ymwadiad

This email contains information intended for the addressee only and may be confidential, the subject of legal or professional privilege, or be otherwise protected from disclosure. If you are not the intended recipient of this message, please notify the sender immediately and do not disclose, distribute or copy the email to any other party. This email and any attached file are the property of Newport City Council.

When you email Newport City Council, you consent to the Council monitoring and reading any such emails for the purposes of security and legislative compliance. For the full disclaimer please access http://www.newport.gov.uk/disclaimer.

Mae'r e-bost hwn yn cynnwys gwybodaeth y bwriedir ar gyfer y derbynnydd yn unig a gall fod yn gyfrinachol, yn destun ragorfraint gyfreithiol neu broffesiynol, neu fel arall wedi’i diogelu rhag cael ei rhyddhau. Os nad chi yw derbynnydd bwriadedig y neges hon, a fyddech cystal â rhoi gwybod i'r anfonwr ar unwaith a pheidio â datgelu, dosbarthu neu gopïo’r e-bost i unrhyw barti arall. Mae’r e-bost hon ac unrhyw ffeiliau atodedig yn eiddo i Gyngor Dinas Casnewydd.

Pan fyddwch yn anfon e-bost at Gyngor Dinas Casnewydd, rydych yn cydsynio i’r Cyngor fonitro a darllen unrhyw e-byst o’r fath at ddibenion cydymffurfio â diogelwch ac â deddfwriaeth. I weld yr ymwadiad llawn ewch i http://www.newport.gov.uk/ymwadiad

Dear Daniel,

Thank you for your recent request for information which I have enclosed
below for ease of reference. Your request has been treated in accordance
with the Freedom of Information Act 2000 and/or the Environmental
Information Regulations 2004.

Your Request :  REQ07407

I can confirm that we do hold information that falls within the scope of
your request. The answers to your questions have been provided in Red Text
below.

Please confirm the manufacturer of your telephony system(s) that are
currently in place?  Unify Enterprise Communications Telephony

When was the installation date of your telephony equipment?  2012

Who maintains your telephony system(s)? Unify Enterprise Communications
Telephony

Please confirm value of the initial project and value of annual
support/maintenance services (in £)?  Approximately £372k pa.  This
includes our customer facing Contact Centre

When is your contract renewal date?  November 2019

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

Telephony systems – Unify Enterprise Communications Telephony

Digital Platform inc. CRM functionality – Abavus (2018)

When was the installation date of your contact centre infrastructure? 
2012

Who maintains your contact centre system(s)? In-house and suppliers

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

Unify Enterprise Communications Telephony - Approximately £372k pa
(includes internal telephony and Contact Centre). It is not possible to
provide an accurate cost for contact centre implementation as the overall
project included our internal telephony system and our customer facing
Contact Centre

Abavus implementation – 380k

Abavus annual costs – £72k

How many contact centre employees/agents do you have?  We have a headcount
of 29 with an FTE of 24

When is your contract renewal date? 

Unify Enterprise Communications Telephony - November 2019

Abavus – 2020

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?  We use Microsoft Skype for Business

How many employees do you have overall within your organisation?  We have
a headcount of 5773 with an FTE of 4379

Who currently provides your calls and lines? As above

What is your current annual spend on calls and lines? As above

When is your contract renewal date? As above

Are you using SIP or ISDN?  SIP

Do you use a wide area network?  Yes

I hope this provides the information you were looking for; if there is any
further information that we can provide, please submit a further request.
If you have any queries about this email or if you are unhappy with the
service you have received in relation to your request and wish to make a
complaint or request a review of our decision, please contact me.

If you are not content with the subsequent outcome of your complaint, you
may apply directly to the Information Commissioner for a decision.
Generally, the ICO cannot make a decision unless you have exhausted the
Councils complaints procedure. The Information Commissioner can be
contacted at: The Information Commissioners Office, Wycliffe House, Water
Lane, Wilmslow, Cheshire SK9 5AF.

For future reference, all Freedom of Information requests can now be
submitted via the link below.

[1]www.newport.gov.uk/foi

Regards,

Information Management

Mae’r Cyngor yn croesawu gohebiaeth yn Gymraeg, Saesneg neu yn y ddwy
iaith. Byddwn yn cyfathrebu â chi yn ôl eich dewis. Ni fydd gohebu yn
Gymraeg yn arwain at oedi.

The Council welcomes correspondence in English or Welsh or both, and will
respond to you according to your preference. Corresponding in Welsh will
not lead to delay.

Disclaimer/Ymwadiad

This email contains information intended for the addressee only and may be
confidential, the subject of legal or professional privilege, or be
otherwise protected from disclosure. If you are not the intended recipient
of this message, please notify the sender immediately and do not disclose,
distribute or copy the email to any other party. This email and any
attached file are the property of Newport City Council.

When you email Newport City Council, you consent to the Council monitoring
and reading any such emails for the purposes of security and legislative
compliance. For the full disclaimer please access
http://www.newport.gov.uk/disclaimer.

Mae'r e-bost hwn yn cynnwys gwybodaeth y bwriedir ar gyfer y derbynnydd yn
unig a gall fod yn gyfrinachol, yn destun ragorfraint gyfreithiol neu
broffesiynol, neu fel arall wedi’i diogelu rhag cael ei rhyddhau. Os nad
chi yw derbynnydd bwriadedig y neges hon, a fyddech cystal â rhoi gwybod
i'r anfonwr ar unwaith a pheidio â datgelu, dosbarthu neu gopïo’r e-bost i
unrhyw barti arall. Mae’r e-bost hon ac unrhyw ffeiliau atodedig yn eiddo
i Gyngor Dinas Casnewydd.

Pan fyddwch yn anfon e-bost at Gyngor Dinas Casnewydd, rydych yn cydsynio
i’r Cyngor fonitro a darllen unrhyw e-byst o’r fath at ddibenion
cydymffurfio â diogelwch ac â deddfwriaeth. I weld yr ymwadiad llawn ewch
i http://www.newport.gov.uk/ymwadiad

References

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