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________________________________________ From: Philip Mansfield
<[FOI #887306 email]> Sent: Tuesday, August 16,
2022 10:05:24 AM To: MHRA Customer Services Subject: Freedom of
Information request - Contact Centre, CRM and AI & Automation Dear
Commission on Human Medicines, 1. Contact Centre – target to organisations
we know have a CC a. Do you have a customer/ citizen facing contact
centre? If not please skip these questions. b. Do you employ and manage
your own agents, or do you outsource to a third party? If you outsource
who to? c. How many contact centre agents do you have? d. Do agents work
from home? Or just your offices? e. Please confirm the manufacturer of
your contact centre system(s) that are currently in place? f. When is your
contract renewal date? g. Who maintains your contact centre system(s)? 2.
CRM a. Do you use a CRM in the contact centre? What platform is used? b.
Do you use the same CRM for the rest of the organisation? What platform is
used? c. Do you use a knowledge base / knowledge management platform? What
platform is used? 3. AI & Automation a. Does your organisation have a
customer or citizen facing chatbot? If so, who provides this chatbot
technology? b. Does your organisation utilise RPA technology? If so which
RPA technology provider do you use? Yours faithfully, Philip Mansfield
------------------------------------------------------------------- Please
use this email address for all replies to this request:
[FOI #887306 email] Is [Commission on Human Medicines request email] the wrong
address for Freedom of Information requests to Commission on Human
Medicines? If so, please contact us using this form:
https://eur01.safelinks.protection.outlo...
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Please note that in some cases publication of requests and responses will
be delayed. If you find this service useful as an FOI officer, please ask
your web manager to link to us from your organisation's FOI page.

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Our Ref: FOI 22/900

Dear Mr Mansfield,

RE: REQUEST UNDER THE FREEDOM OF INFORMATION ACT 2000

Thank you for your enquiry which we received on 16 August 2022.

We confirm that your request is now being handled under the Freedom of Information Act and you should receive a reply within 20 working days from our date of receipt.

If you need to contact us again about this request, please quote the reference number above.

Please be aware that we publish FOIs replies and these are redacted and are located on our website at the following link below.
https://www.gov.uk/government/collection...

Kind Regards,

MHRA Customer Experience Centre
Communications and engagement team
Medicines and Healthcare products Regulatory Agency
10 South Colonnade, Canary Wharf, London E14 4PU
Telephone 020 3080 6000

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FOI 22/900

Dear Mr Mansfield

Thank you for your request dated 16th August 2022. Answers have been provided to your individual questions below:

1. Contact Centre - target to organisations we know have a CC

a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
Yes, customer contact is handled through the MHRA Customer Experience Centre within the Communications and engagement team

b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
We employ our own agents.

c. How many contact centre agents do you have?
There are 9 customer experience specialists within the team's permanent structure.

d. Do agents work from home? Or just your offices?
We operate a hybrid working system; team members can log in from the office or from home.

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

f. When is your contract renewal date?
January 2023

g. Who maintains your contact centre system(s)?
Vodafone support

2. CRM

a. Do you use a CRM in the contact centre? What platform is used?
We use a bespoke system developed by our in-house Digital team using Appian.

b. Do you use the same CRM for the rest of the organisation? What platform is used?
No. This system is only used by the customer experience centre.

c. Do you use a knowledge base / knowledge management platform? What platform is used?
No specific platform is used. Various resources for the team to access exist in word, excel, powerpoint and video files, stored and accessed via SharePoint.

3. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
No

b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Yes, (but not in the contact centre). The provider is Blue Prism

We hope you have found this response helpful. However, if you disagree with how we have interpreted the Freedom of Information Act 2000 with regards to your request, you can ask for the decision to be reviewed. The review will be carried out by a senior member of the Agency who was not involved with the original decision.

If you have a query about the information provided, please reply to this email.

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

If you were to remain dissatisfied with the outcome of the internal review, you would have the right to apply directly to the Information Commissioner for a decision. Please bear in mind that the Information Commissioner will not normally review our handling of your request unless you have first contacted us to conduct an internal review. The Information Commissioner can be contacted at:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Yours sincerely

MHRA Customer Experience Centre
Communications and engagement team
Medicines and Healthcare products Regulatory Agency
10 South Colonnade, Canary Wharf, London E14 4PU Telephone 020 3080 6000

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