Contact Centre, CRM, and AI & Automation.

Philip Mansfield made this Freedom of Information request to South West London Integrated Care Partnership as part of a batch sent to 207 authorities This request has been closed to new correspondence. Contact us if you think it should be reopened.

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Dear South West London Integrated Care 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

Thank you for contacting NHS South West London Clinical Commissioning
Group.
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to respond to you. This will be done during 9am - 5pm, Monday to Friday,
or outside of these times, the next working day.
Please note that, due to the current situation regarding Covid-19, we may
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Thank you for your patience at this time.

Dear Ms Morley

RE: Freedom of Information Request

I am writing to formally acknowledge your request for information
regarding Contact Centre, CRM and AI & Automation, which will be processed
under the Freedom of Information Act 2000. I can confirm your request was
received on 27 January 2023 by NHS South West London Integrated Care Board
(ICB). The reference for your request is shown below.

FOI.22.SWL253 NHS South West London ICB

An initial investigation is currently taking place into whether the
information you have requested is held by the ICB and if so, whether it
can be released in accordance with the legislation.

Any fees applicable to this request will be detailed in writing as soon as
they can be determined. Your request will then be placed on hold and you
will have the choice of whether to proceed with your request. Should any
clarification of your request be required we will advise you accordingly.

If you require any assistance, or would like to discuss your request,
please do not hesitate to contact us quoting the reference number above.

Yours sincerely

IG & FOI Team

NHS South West London

NHS South West London Integrated Care Board

120 The Broadway, Wimbledon, London, SW19 1RH

[1][email address]

[2]www.southwestlondon.icb.nhs.uk | [3]www.southwestlondonics.org.uk

════════════════════════════════════════════════════════════════════════

From: Philip Mansfield <[5][FOI #942787 email]>
Sent: Friday, January 27, 2023 10:39 AM
To: Hello <[6][South West London Integrated Care Partnership request email]>
Subject: Freedom of Information request - Contact Centre, CRM, and AI &
Automation.

Dear South West London Integrated Care 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

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[7][FOI #942787 email]

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References

Visible links
1. mailto:[email address]
2. http://www.southwestlondon.icb.nhs.uk/
3. http://www.southwestlondonics.org.uk/
4. http://www.twitter.com/swlnhs
5. mailto:[FOI #942787 email]
6. mailto:[South West London Integrated Care Partnership request email]
7. mailto:[FOI #942787 email]
8. mailto:[South West London Integrated Care Partnership request email]
9. https://www.whatdotheyknow.com/change_re...
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Dear Ms Morley

I am writing on behalf of NHS South West London ICB to request
clarification on your request reference FOI.22.SWL253.

Please could you clarify whether your request relates to South West London
Integrated Care Board, or SWL Integrated Care Partnership?

Until we receive this clarification from you, your request will be placed
on hold.

Kind regards

IG & FOI Team

NHS South West London

NHS South West London Integrated Care Board

120 The Broadway, Wimbledon, London, SW19 1RH

[1][email address]

[2]www.southwestlondon.icb.nhs.uk | [3]www.southwestlondonics.org.uk

────────────────────────────────────────────────────────────────────────

Dear South West London Integrated Care 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

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[7][FOI #942787 email]

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[10]https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
[11]https://www.whatdotheyknow.com/help/ico-...
[12]https://www.whatdotheyknow.com/help/ico-...

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.

-------------------------------------------------------------------

References

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