Dear Philip

Reference: FOI 422 045

Thank you for your request for information, which we received on 27
January 2023.  Please find below your request and our response.

Request / 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.

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)?

Not Applicable – Sheffield Health and Social Care does not have a customer
facing contact centre

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?

Not Applicable – Sheffield Health and Social Care does not have a customer
facing contact centre

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? NO

I hope this information satisfies your request.  If you are not happy with
our response or the way your request has been dealt with you can ask for
an internal review of our decision or make a complaint.  You should write
to the Freedom of Information Lead at Sheffield Health & Social Care NHS
Foundation Trust, 1st Floor, 45 Wardsend Road North, Sheffield S6 1LX or
email [1][Sheffield Health and Social Care NHS Foundation Trust request email]  Please quote the reference number at the top of
the page in any correspondence.

If you are not satisfied with the outcome of the internal review, you have
a right to appeal to the Information Commissioner under section 50 of the
Freedom of Information Act and ask him to investigate whether we have
complied with the terms of the Freedom of Information Act.  Generally, the
Information Commissioner will not investigate a complaint unless an
internal review has been completed and / or our complaints process has
been exhausted.

The Information Commissioner can be contacted at: Information
Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9
5AF.

Telephone:  0303 123 1113   Website  [2]https://ico.org.uk/

Kind regards

Abdullah Ibrahim

Freedom of Information Administrator

Digital

Sheffield Health & Social Care NHS Foundation Trust

Email:  [3][Sheffield Health and Social Care NHS Foundation Trust request email]

Telephone: 0114 22 63966

[4]www.shsc.nhs.uk 

[5]Link to launch of SHSC Digital

References

Visible links
1. mailto:[Sheffield Health and Social Care NHS Foundation Trust request email]
2. https://ico.org.uk/
3. mailto:[Sheffield Health and Social Care NHS Foundation Trust request email]
4. http://www.shsc.nhs.uk/
5. https://jarvis.shsc.nhs.uk/news/introduc...