Dear Scarlett Morley

Thank you for your request under the Freedom of Information Act.  The
reference for this request is noted in the subject header above.

You will receive a response from us within 20 working days of receipt or
an explanation as to why this is not possible. 

Yours sincerely

Freedom of Information Team
Royal Free London NHS Foundation Trust

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┌─┬─────────────┐
│ │  │
│ │ │
│ │ Royal Free│
│ │ London Group│
│ │Headquarters │
│ │ │
│ │ Anne Bryans│
│ │ House │
│ │ │
│ │ 77 Fleet│
│ │ Road │
│ │ │
│ │ London NW3│
│ │ 2QH │
└─┴─────────────┘

                                                                                                                                                                                                                                            
                               
                                                                                                                                                                                                                                                                                           

 

Dear Scarlett Morley 

 

Thank you for submitting a request for information under the Freedom of
Information Act 2000.  Please find the response below.  This response
covers the hospitals and services managed by the Royal Free London NHS
Foundation Trust, namely the Royal Free Hospital, Barnet Hospital and
Chase Farm Hospital and associated group services.   

 

The response 

 

 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 own agents

 

 c. How many contact centre agents do you have?

Approximately 200 agents across 15 individual contact/call centre sites.

 

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

Both

 

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

Atos - Openscape OSCC

 

 f. When is your contract renewal date?

September 2023

 

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

Atos

 

 2. CRM

 

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

No

 

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

Not applicable

 

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

Yes, Fresh Service IT Service Management (ITSM) Tool

 

 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, Blue Prism Cloud & Microsoft Power Automate

 

 

Your appeal rights 

 

I hope that this response deals with your enquiry to your satisfaction,
however if not you have two options: 

 

• If you do not feel that we have provided you with the information you
requested, you may contact us again and state what information you
still require.  However if you ask for additional and/or different
information this will be dealt with as a new request. 

 

• All applicants have the right of appeal and can request an internal
review.  The internal review must be focused on the original request
and should identify how the trust’s response failed to answer your
information request and explain what you would like us to review. 
Appeals should be made in writing, within 40 working days of the date
of the response, and addressed to Mr Kevin Winter, Associate Director
of Information Governance, Royal Free London NHS Foundation Trust at
[1][email address] . 

 

If you are not satisfied with the internal review, you can appeal to the
Information Commissioner.  The contact details are: Information
Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9
5AF, telephone 01625 545 700 or see [2]www.ico.org.uk  

 

Open Government Licence 

 

The trust allows you to reuse this information under the Open Government
Licence found at the following [3]link.   

 

Yours sincerely  

 

Freedom of Information Team 

Royal Free London NHS Foundation Trust 
Anne Bryans House 

77 Fleet Road, London, NW3 2QH 

  

[4]www.royalfree.nhs.uk 
We’re on Instagram, [5]follow us! 

  

 

 

 

 

 

 

From: FOI, Rf (ROYAL FREE LONDON NHS FOUNDATION TRUST)
Sent: Friday, January 27, 2023 5:06 PM
To: 'Philip Mansfield' <[FOI #942765 email]>
Subject: RE: FOI 22/23 - 756 - Freedom of Information request - Contact
Centre, CRM, and AI & Automation.

 

Dear Scarlett Morley

Thank you for your request under the Freedom of Information Act.  The
reference for this request is noted in the subject header above.

You will receive a response from us within 20 working days of receipt or
an explanation as to why this is not possible. 

Yours sincerely

Freedom of Information Team
Royal Free London NHS Foundation Trust

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