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Contact Centre, CRM, and AI & Automation.

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Dear NHS Wales Shared Services Partnership,

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,

Scarlett Morley

Tim Knifton (NWSSP - Information Governance), NHS Wales Shared Services Partnership

Dear Mr Mansfield,

Thank you for your request made under the Freedom of Information Act. Please accept this email as acknowledgement and note your reference number 71-22 to your request for information.

We will be in touch as soon as the information is available and within the prescribed time limits set out under the Act.

Regards,

Tim

Tim Knifton, MSc Gwybodeg Iechyd/Health Informatics
Rheolwr Rheoli Gwybodaeth/Information Governance Manager
Partneriaeth Cydwasanaethau GIG Cymru/NHS Wales Shared Services Partnership   
e-bost/ email: [email address]
Rhyngrwyd • Internet: www.nwssp.wales.nhs.uk
Twitter: @nwssp

Mae PCGC yn croesawu gohebiaeth yn y Gymraeg neu Saesneg.
NWSSP welcomes correspondence in Welsh or English.

'Mae'r e-bost hwn ac unrhyw ffeiliau sy'n cyd-fynd gyda’r e-bost hwn, ddim ond ar gyfer defnydd priodol y derbynnydd/ion, a gall gynnwys gwybodaeth sy'n freintiedig, yn gyfrinachol neu eithriedig rhag cael ei ddatgelu. Os nad yw'r darllenydd yn dderbynnydd a fwriadwyd i dderbyn yr e-bost, gwaherddir unrhyw ddatgeliad, dosbarthiad neu unrhyw gamau eraill y cymerwyd neu sydd heb gael eu cymryd gan ddibynnu arno, a gallai fod yn anghyfreithlon. Os ydych wedi derbyn yr e-bost hwn trwy gamgymeriad, dilewch o'ch system ac yn rhowch wybod i'r anfonwr ar unwaith. Bydd y sawl sy’n datgelu unrhyw wybodaeth heb awdurdod i ddatgelu’r wybodaeth a gynhwysir yn yr e-bost yn cael eu gwahardd yn llym.’

‘This e-mail and any files that accompany it are intended only for the appropriate use of the addressee/s, and may contain information that is privileged, confidential or exempt from disclosure. If the reader is not an intended recipient, any disclosure, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you have received this e-mail in error, please delete it from your system and notify the sender immediately. Any unauthorised disclosure of the information contained in this e-mail is strictly prohibited, as is use or application of its contents other than for its intended purpose’

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Tim Knifton (NWSSP - Information Governance), NHS Wales Shared Services Partnership

Dear Mr Mansfield,

 

Thank you for your email dated 27th January 2023, I now have some answers
to your request as follows. These are split by different departments
within NHS Wales Shared Services Partnership (NWSSP) where information is
available and presented below.

 

Digital Workforce Team

 

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

 

a. Do you have a customer/ citizen facing contact centre?

Yes.

 

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

Employ our own

 

c. How many contact centre agents do you have?

9

 

d. Do agents work from home? Or just your offices?

Mainly from home but do go into office when needed ie training, meetings
etc

 

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

Mitel

 

f. When is your contract renewal date?

31 March 2023

 

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

Mitel and internal IT

 

2. CRM

 

a. Do you use a CRM in the contact centre? What platform is used?

Zendesk

 

b. Do you use the same CRM for the rest of the organisation? What platform
is used?

No other platforms in use except actionpoint

 

c. Do you use a knowledge base / knowledge management platform? What
platform is used?

none

 

Recruitment Services

 

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

 

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

Employ and manage our own agents.

 

c. How many contact centre agents do you have? 

7 agents (Calls also get put through to the processing teams at peak call
times)

 

d. Do agents work from home? Or just your offices?

Currently work from home

 

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

Mitel

 

f. When is your contract renewal date?

31^st March 2023

 

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

Mitel and internal IT services maintain the contact centre system.

 

2. CRM

a. Do you use a CRM in the contact centre? What platform is used?

Yes a CRM is used in the Employment Services contact centre. This is
currently Redbox.

 

b. Do you use the same CRM for the rest of the organisation? What platform
is used?

We do not use the same CRM for the rest of the organisation.  Zendesk is
currently used.

 

c. Do you use a knowledge base / knowledge management platform? What
platform is used?

None

 

3. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology?

Not in recruitment

 

b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use?

Yes, but not for the Contact Centre, we use Blue Prism

 

RPA

 

Qs 1 and 2 – not applicable

 

3. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology?

Not applicable.

 

b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use?

Blue Prism & Microsoft

 

Payroll Services

 

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 we have a customer facing contact centre.

 

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

The contact centre is staffed by Employees of NWSSP.

 

c. How many contact centre agents do you have? 

No agents. Calls are handled within the service

 

d. Do agents work from home? Or just your offices?

Not Applicable

 

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

Mitel

 

f. When is your contract renewal date? 

The contract renewal date is the 31^st March 2023

 

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

Mitel and internal IT services maintain the contact centre system.

 

2. CRM

a. Do you use a CRM in the contact centre? What platform is used? 

Yes a CRM is used in the Employment Services contact centre. This is
currently Redbox.

 

b. Do you use the same CRM for the rest of the organisation? What platform
is used? 

We do not use the same CRM for the rest of the organisation.

 

c. Do you use a knowledge base / knowledge management platform? What
platform is used?

We do not use a knowledge base/management platform.

 

3. AI & Automation

AI and Automation responses provided separately.

 

I trust that this is a satisfactory response.

 

Under Section 16 (advise and assist) we have facilitated your request and
have followed our processes to ensure that you have been provided with a
response.

 

Should you be dissatisfied with the process followed then you have the
right to request that we conduct an internal review. If you would like us
to conduct such a review, please contact us within two months of the date
of this response to my email address below:

 

FOI- Internal Review Request

[1][email address]

 

If you are still dissatisfied following the Internal Review, you have the
right under Section 50 of the Freedom of Information Act (2000) to appeal
against the decision by contacting the Information Commissioner:

 

Information Commissioner’s Office,

2nd Floor, Churchill House,

17 Churchill Way, CF10 2HH

Email: [2][email address]

Website: [3]www.ico.org.uk

 

Yours sincerely,

 

Tim Knifton, MSc Gwybodeg Iechyd/Health Informatics

Rheolwr Rheoli Gwybodaeth/Information Governance Manager

Partneriaeth Cydwasanaethau GIG Cymru/NHS Wales Shared Services
Partnership   

e-bost/ email: [4][email address]

Rhyngrwyd • Internet: [5]www.nwssp.wales.nhs.uk

Twitter: @nwssp

 

Mae PCGC yn croesawu gohebiaeth yn y Gymraeg neu Saesneg.

NWSSP welcomes correspondence in Welsh or English.

 

'Mae'r e-bost hwn ac unrhyw ffeiliau sy'n cyd-fynd gyda’r e-bost hwn, ddim
ond ar gyfer defnydd priodol y derbynnydd/ion, a gall gynnwys gwybodaeth
sy'n freintiedig, yn gyfrinachol neu eithriedig rhag cael ei ddatgelu. Os
nad yw'r darllenydd yn dderbynnydd a fwriadwyd i dderbyn yr e-bost,
gwaherddir unrhyw ddatgeliad, dosbarthiad neu unrhyw gamau eraill y
cymerwyd neu sydd heb gael eu cymryd gan ddibynnu arno, a gallai fod yn
anghyfreithlon. Os ydych wedi derbyn yr e-bost hwn trwy gamgymeriad,
dilewch o'ch system ac yn rhowch wybod i'r anfonwr ar unwaith. Bydd y sawl
sy’n datgelu unrhyw wybodaeth heb awdurdod i ddatgelu’r wybodaeth a
gynhwysir yn yr e-bost yn cael eu gwahardd yn llym.’

 

‘This e-mail and any files that accompany it are intended only for the
appropriate use of the addressee/s, and may contain information that is
privileged, confidential or exempt from disclosure. If the reader is not
an intended recipient, any disclosure, distribution or any action taken or
omitted to be taken in reliance on it, is prohibited and may be unlawful.
If you have received this e-mail in error, please delete it from your
system and notify the sender immediately. Any unauthorised disclosure of
the information contained in this e-mail is strictly prohibited, as is use
or application of its contents other than for its intended purpose’

 

show quoted sections

We don't know whether the most recent response to this request contains information or not – if you are Philip Mansfield please sign in and let everyone know.