Network Enquiry

Dear Mr Norris

Request for Information RFI-10285-24 Re: Network Enquiry

Thank you for your request for information relating to Network Enquiry
which was received on 24 October 2024.

In accordance with the provisions of the Freedom of Information Act 2000
the council will respond to your request within 20 working days, saying
whether we have the information that you want, and if there will be any
charges. 

If, for any reason, we cannot provide you with the information, we will
tell you why.

If we need to clarify your request, we will contact you again.

In the meantime, if you need to contact me about your request, please do
so quoting the above reference number.

Yours sincerely,

Julie Noble

Assistant Assurance Officer

Walsall Council 

0800 0856018

[1]www.walsall.gov.uk 

Walsall Council, Proud of our past, our present and for our future 

Disclaimer: The information in this message should be regarded as
confidential and is intended for the addressee only unless explicitly
stated. If you have received this message in error it must be deleted and
the sender notified. The views expressed in this message are personal and
not necessarily those of Walsall Council unless explicitly stated. Emails
sent or received from Walsall Council may the subject of a request under
data protection, freedom of information or environmental information
legislation and therefore could be disclosed to third parties. We strongly
advise you not to email any information, which if disclosed to unrelated
third parties would be likely to cause harm or distress. If you have an
enquiry related to your confidentiality or data protection, please visit
the council data protection pages on our website

References

Visible links
1. http://www.walsall.gov.uk/

Dear Anthony Norris

Freedom of Information Request RFI-10285-24 Re: Network Enquiry

Further to your request for information about Network Enquiry, I can tell
you the following:

Mobile phones

Who is your current mobile phone provider? O2

How many mobile connections? 2721

When is the contract up for renewal? Jan 2025

How long do you contract for (24 or 36 months)? 36 with option to extend a
further 12

The email address of the primary contact for this contract? [email
address]

SIP Trunking

Have you implemented SIP? Yes

If yes, when does the contract expire? June 2025

Who is your SIP provider? BT

The email address of the primary contact for this contract? [email
address]

Team Licences

Which Microsoft 365 Licence do you have e.g. E3, E5 Have you voice enable
your Teams Licences?

If not, is that something you are considering? E5 and Yes

Telephony

What is your current telephony system? Teams

How many users of the telephony system? 3200

When is the contract up for renewal? 2026

The email address of the primary contact for this contract? [email
address]

 Contact Centre

What contact centre solution is the council using? – Genesys Cloud

How many agents does the contact centre employ? - 67

How many agents are concurrently working? – 50 approx as can vary

What is the cost of the contract for the contact centre solution?  New
contract to commence Jan 2025 annual cost approx £336k pa, 4 yr TCO
£1,373,057

When is the contract for the contact centre ending? New contract to
commence Jan 2025 - 3 yr term with + 12 month extension

How long do you usually contract for? 4 years

The name of the relevant contact? Service Channel Management/Genesys Cloud

Most of the information that we provide in response to Freedom of
Information Act 2000 requests will be subject to copyright protection.  In
most cases the copyright will be owned by Walsall Council. The copyright
in respect of other information may be owned by another person or
organisation, as indicated.

You are free to use any information supplied to you in response to this
request for your own non-commercial research or private study purposes.
The information may also be used for any other purpose allowed by a
limitation or exception in copyright law, such as news reporting.
 However, any other type of re-use, for example by publishing the
information in analogue or digital form, including on the internet, will
require the permission of the copyright owner.

I hope that the information provided is useful to you. However, if you are
dissatisfied, you should set out in writing your grounds for complaint and
send to: Corporate Assurance Manager, Resources & Transformation, Civic
Centre, Darwall Street, Walsall, WS1 1TP.

If you are not content with the outcome of your complaint, you may apply
directly to the Information Commissioner’s Office (ICO) for a decision.
Please remember that, generally, the ICO cannot make a decision unless you
have first exhausted the complaints procedure provided by the council. The
Information Commissioner can be contacted at: The Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9
5AF. [1]https://ico.org.uk/global/contact-us/

Yours sincerely,

Denise Gold

Assurance Officer

Walsall Council 

0800 0856018

[2]www.walsall.gov.uk 

Walsall Council, Proud of our past, our present and for our future 

Disclaimer: The information in this message should be regarded as
confidential and is intended for the addressee only unless explicitly
stated. If you have received this message in error it must be deleted and
the sender notified. The views expressed in this message are personal and
not necessarily those of Walsall Council unless explicitly stated. Emails
sent or received from Walsall Council may the subject of a request under
data protection, freedom of information or environmental information
legislation and therefore could be disclosed to third parties. We strongly
advise you not to email any information, which if disclosed to unrelated
third parties would be likely to cause harm or distress. If you have an
enquiry related to your confidentiality or data protection, please visit
the council data protection pages on our website

References

Visible links
1. https://ico.org.uk/global/contact-us/
2. http://www.walsall.gov.uk/