Dear South Western Ambulance Service NHS Foundation Trust,

I would like to request 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?

Thank you in advance for your support in this.

Yours faithfully,

Daniel Leonard

Information Governance, South Western Ambulance Service NHS Foundation Trust

2 Attachments

Dear  Daniel

 

Thank you for your request for information regarding telephony which we
received on 17/12/19

 

We will deal with this request in accordance with your right of access to
information we hold under the Freedom of Information Act and I attach a
leaflet containing further information about both your rights and our
obligations under this legislation. You will see from this that we are not
obliged to generate information we do not already hold in order to provide
what we are asked for, such as by collating data or formulating direct
answers to questions, but you are entitled to receive copies of records
(or extracts from them) that contain the information you have requested.

 

We will research the information you have requested and we will respond
providing what we hold no later than 17/1/20 in accordance with the
timescales set by the Act.

 

We will inform you if:

a) We are unable to provide you with any of the information you have
requested, and explain the reason for this; and

b) Any fee that is payable for the information we are able to provide.

 

In the meantime, if you have any queries or require clarification on any
aspect of your request or how we will respond, please do not hesitate to
contact me.

 

Kind regards

 

Clare Lunk | Assistant Information Governance Manager

South Western Ambulance Service NHS Foundation Trust

[1]cid:[email address]

 

Direct Line 01392 261 603

Web [2]www.swast.nhs.uk

E-Mail [3][email address]

Abbey Court, Eagle Way, Exeter EX2 7HY

References

Visible links
2. http://www.swast.nhs.uk/
3. mailto:[email address]

Information Governance, South Western Ambulance Service NHS Foundation Trust

2 Attachments

Dear Daniel

 

A PDF copy of our response is also attached – we are aware of a formatting
issue on the WDTK website which may affect the legibility of the tabled
response below.

 

I refer to our acknowledgement on 31/12/19 in respect of your request for
information under the provisions of the Freedom of Information Act.  We
are able to provide the following information:

 

Information Trust response
requested
1.       Please Avaya
confirm the
manufacturer of
your telephony
system(s) that are
currently in place?

 
2.       When was 1^st April 2014
the installation
date of your
telephony
equipment?

 
3.       Who Capita
maintains your
telephony
system(s)?

 
4.       Please Please see below:
confirm value of
the initial project 2013/14 Between £100-150k plus a capital cost in the region of
and value of annual 500k
support/maintenance
services (in £)? 2019/20 Between £250-300K

   

The Trust is not at liberty to disclose exact contract values
under Section 43(2) of the Freedom of Information Act:

Section 43(2) of the FOIA exempts information where disclosure
would adversely affect the confidentiality of commercial or
industrial information where such confidentiality is provided by
law to protect a legitimate economic interest. There is a public
interest in ensuring transparency in the Trust's financial
dealings. However, there are public interest considerations in
favour of withholding the information in order to ensure that the
commercial interests of external businesses are not damaged or
undermined by the disclosure of information which could adversely
impact their ability to operate and compete in the market.

 

Section 43 is a qualified exemption. That is, it is subject to a
public interest test which is set out in Section 2 of the Act.
Where a public authority is satisfied that the information
requested would prejudice someone’s commercial interests, it can
only withhold the information if it is satisfied the public
interest in withholding the information outweighs the public
interest in disclosing it.

 

The Trust acknowledges that there is a public interest in the
scrutiny of how public money is spent. This will be equally true
whether a public authority is purchasing goods or services or
responsible for awarding contracts. However there is a public
interest in ensuring that companies are able to compete fairly
and maintain competition for public sector contracts.

 
5.       When is In quarter 3 of 2020
your contract
renewal date?

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

 
7.       When was 1^st April 2014  
the installation
date of your
contact centre
infrastructure?

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

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

 
10.   How many The Trust Clinical Hubs are staffed by a range of roles including
contact centre Emergency Medical Dispatcher, Dispatcher, Clinical Supervisor,
employees/agents do Control Officer etc. Because of these variables in role we do not
you have? have a clear cut number of ‘contact centre agents’.  

   
11.   When is your As per Question 5.
contract renewal
date?

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

 
13.   How many This information is available online in our Annual Reports
employees do you [1]https://www.swast.nhs.uk/p/annual-report...
have overall within
your organisation?

 
14.   Who currently BT
provides your calls
and lines?

 
15.   What is your Our average monthly landline spend (rental and call charges
current annual combined) is between 30-40k. Details of this spend is available
spend on calls and in the public domain via our published ‘Expenditure over 25k’
lines? [2]https://www.swast.nhs.uk/p/expenditure-o...

   
16.   When is your Due to the high number of lines we have there are various review
contract renewal points throughout the year.
date?
 
 
17.   Are you using ISDN
SIP or ISDN?

 
18.   Do you use a Yes
wide area network?

 

 

Please note that, under the Re-use of Public Sector Information
Regulations, if you wish to publish or otherwise use this information
besides for your own means, you will need to seek our permission to do so.

 

Please feel free to contact me if you require further clarification of the
information provided, or to discuss any aspect of the way in which we have
responded to your request. 

However, if you are dissatisfied with our response, you also have the
right to make use of the following complaints procedures:

 

In the first instance you may write to the Chief Executive of this Trust

 

Mr Ken Wenman

South Western Ambulance Service NHS Foundation Trust

Abbey Court

Eagle Way

Exeter  EX2 7HY

 

Mr Wenman will then either make arrangements for your complaint to be
reviewed and for the outcome to be communicated to you, or will convene a
panel of Trust Directors to consider an appeal against a decision to
withhold information.

 

If you are unhappy with the response to your complaint, or findings of the
Panel, you can contact the Information Commissioner at:

 

Information Commissioner’s Office,

Wycliffe House,

Water Lane,                                 

Wilmslow,

Cheshire.  SK9 5AF

 

Tel: 01625 545 700

Fax: 01625 524 510

 

Kind regards

 

Clare Lunk | Assistant Information Governance Manager

South Western Ambulance Service NHS Foundation Trust

[3]cid:[email address]

 

Direct Line 01392 261 603 

Web [4]www.swast.nhs.uk

E-Mail [5][email address]

Abbey Court, Eagle Way, Exeter EX2 7HY

References

Visible links
1. https://www.swast.nhs.uk/p/annual-report...
2. https://www.swast.nhs.uk/p/expenditure-o...
4. http://www.swast.nhs.uk/
5. mailto:[email address]