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.

Contact Centre, CRM, and AI & Automation.

We're waiting for Philip Mansfield to read recent responses and update the status.

Dear Ordnance Survey Limited,

1. Contact Centre ‚Äď 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

FOI, Ordnance Survey Limited

1 Attachment

Dear Phillip Mansfield,

                                                                                                        

Thank you for your email of 8/2/2023.

As your request was received by Ordnance Survey on 8/2/2023, we will
provide you with a response within 20 working days, as required by the
Freedom of Information Act 2000, therefore by 8/3/2023.

In exceptional circumstances it may be necessary for Ordnance Survey to
extend this date to consider a complex public interest argument if
engaging a qualified exemption.  In such cases we will notify you of the
revised date by which we would expect to provide a response.

Should you need to contact Ordnance Survey regarding your request at any
time, please quote the allocated reference number in your correspondence.

Thank you for your enquiry.

 

Kind regards,

 

 

Elizabeth Cole

Freedom of Information Officer, Legal Services

 

Adanac Drive, Southampton, United Kingdom, SO16 0AS

[1]www.os.uk | [2][Ordnance Survey Limited request email]

Follow us: [3]Twitter | [4]LinkedIn | [5]YouTube | [6]Instagram |
[7]Facebook

Our values are: Think Customer | Thrive Together | Stay Ahead | Seize the
Moment

 

This email and any attachments are intended only for the intended
recipient and may contain sensitive information. If you are not the
intended recipient, please immediately delete this email and inform the
sender.

OS email communications may be monitored to ensure the secure and
effective operation of our systems and for other lawful purposes. Subject
to contract: No rights are to be derived from any proposal contained in
this email until a written agreement containing all necessary terms is
executed between the relevant parties.

Thank you for your cooperation.

Ordnance Survey Limited (Company Registration number 09121572)
Registered Office: Explorer House
Adanac Drive
Southampton SO16 0AS
Tel: 03456 050505
[8]http://www.os.uk

References

Visible links
1. http://www.os.uk/
2. mailto:[Ordnance Survey Limited request email]
3. https://twitter.com/OrdnanceSurvey
4. https://www.linkedin.com/company/ordnanc...
5. https://www.youtube.com/user/OSMapping?b...
6. https://www.instagram.com/ordnancesurvey...
7. https://www.facebook.com/osmapping/
8. http://www.os.uk/

FOI, Ordnance Survey Limited

1 Attachment

Dear Philip Mansfield,

Thank you for your email of 8 February 2023, requesting information from
Ordnance Survey in accordance with the Freedom of Information Act (FOIA)
2000, as set out in the extract below:

 

‚Äú1. Contact Centre ‚Äď 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?‚ÄĚ

 

 

I confirm that Ordnance Survey does hold some of the information you have
requested.  Where the information is not held this is stated. 

 

Taking each request in turn, I confirm the following:

 

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

a. Do you have a customer/ citizen facing contact centre? If not please
skip these questions.

 

I confirm OS have a customer service contact centre.

 

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

 

I confirm we employ and manage our own agents.

 

c. How many contact centre agents do you have?

 

We currently have 21 contact centre agents.

 

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

 

Hybrid ‚Äď there is a mix of home and office working.

 

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

 

Puzzel

 

f. When is your contract renewal date?

 

The contract expires on 3 January 2024

 

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

 

The contract is with Exponential-E by Puzzel

 

2. CRM

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

 

I confirm we use a CRM in the contact centre.

The platform used is Microsoft Dynamics 365 Customer Engagement.

 

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

 

Microsoft Dynamics 365 Customer Engagement is our corporate CRM and is
used widely across the whole business.

 

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

 

Microsoft Dynamics 365 Customer Engagement Knowledge Articles are used for
knowledge management by the contact centre.

 

3. AI & Automation

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

 

I confirm that we have a customer facing chatbot.  The chatbot technology
is currently provided by version1.

 

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

 

We do not currently use RPA technology. Not held.

 

 

Internal Review
Your enquiry has been processed according to the Freedom of Information
Act (FOIA) 2000.  If you are unhappy with our response, you may request
an internal review with our Internal Review Officer by contacting them,
within 40 working days of receipt of our final response to your FOI
request, as follows:

Internal Review Officer
Customer Service Centre
Ordnance Survey
Adanac Drive
Southampton
SO16 0AS

E-mail: [1][Ordnance Survey Limited request email]

Please include the reference number above. You may request an internal
review where you believe Ordnance Survey has:

‚Äʬ†Failed to respond to your request within the time limits (normally 20
working days)
‚Äʬ†Failed to tell you whether or not we hold the information
‚Äʬ†Failed to provide the information you have requested
‚Äʬ†Failed to explain the reasons for refusing a request
‚Äʬ†Failed to correctly apply an exemption or exception

 

The Internal Review Officer will not have been involved in the
original decision. They will conduct an independent internal review and
will inform you of the outcome of the review normally within 20 working
days, but exceptionally within 40 working days, in line with the
Information Commissioner’s guidance. 

The Internal Review Officer will either: uphold the original decision,
provide an additional explanation of the exemption/s applied or release
further information, if it is considered appropriate to do so.

 

Appeal to Information Commissioner's Office (ICO)
If, following the outcome of the internal review you remain unhappy with
our response, you may raise an appeal, within three months of receiving
our response, with the Information Commissioner’s Office.

Further information can be found on the ICO website (ico.org.uk) or you
may wish to call the ICO helpline on 0303 123 1113.

Thank you for your enquiry.

Kind regards,

 

 

Elizabeth Cole

Freedom of Information Officer, Legal Services

 

Adanac Drive, Southampton, United Kingdom, SO16 0AS

[2]www.os.uk | [3][Ordnance Survey Limited request email]

Follow us: [4]Twitter | [5]LinkedIn | [6]YouTube | [7]Instagram |
[8]Facebook

Our values are: Think Customer | Thrive Together | Stay Ahead | Seize the
Moment

 

This email and any attachments are intended only for the intended
recipient and may contain sensitive information. If you are not the
intended recipient, please immediately delete this email and inform the
sender.

OS email communications may be monitored to ensure the secure and
effective operation of our systems and for other lawful purposes. Subject
to contract: No rights are to be derived from any proposal contained in
this email until a written agreement containing all necessary terms is
executed between the relevant parties.

Thank you for your cooperation.

Ordnance Survey Limited (Company Registration number 09121572)
Registered Office: Explorer House
Adanac Drive
Southampton SO16 0AS
Tel: 03456 050505
[9]http://www.os.uk

References

Visible links
1. mailto:[Ordnance Survey Limited request email]
2. http://www.os.uk/
3. mailto:[Ordnance Survey Limited request email]
4. https://twitter.com/OrdnanceSurvey
5. https://www.linkedin.com/company/ordnanc...
6. https://www.youtube.com/user/OSMapping?b...
7. https://www.instagram.com/ordnancesurvey...
8. https://www.facebook.com/osmapping/
9. http://www.os.uk/

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.