Shared Contact Centres - Service Analysis

The request was successful.

Dear Carmarthenshire Council,

We are currently looking into the current status of inter-district shared contact centers in Wales, we would therefore like to request the following information:

How many employees do you have overall within your organisation?

Who currently provides your calls and lines?
What is your current annual spend on calls and lines?
When is your contract renewal date?
Are you using SIP or ISDN?
Do you use a wide area network?

Please confirm the manufacturer of your telephone system(s) that are currently in place?
When was the installation date of your telephone equipment?
Who maintains your telephone system(s)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
When is your contract renewal date?

Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
When was the installation date of your contact centre infrastructure?
Who maintains your contact centre system(s)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
How many contact centre employees/agents do you have?
When is your contract renewal date?

Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?

Yours faithfully,

Peter Rowell

FOIA, Carmarthenshire County Council

Diolch am eich ebost. Mae hwn yn derbyn sylw a bydd ymateb pellach yn cael
ei ddarparu cyn gynted â phosibl.

Os ydych yn gwneud cais am wybodaeth, bydd y cyfnodau isod yn berthnasol:

Deddf Rhyddid Gwybodaeth 2000/Rheoliadau Gwybodaeth Amgylcheddol 2004 - 20
diwrnod gwaith, oni bai bod angen eglurhad arnom ynghylch y wybodaeth yr
ydych yn gofyn amdano.

Rheoliad Diogelu Data Cyffredinol (ceisiadau am fynediad i ddata personol)
– un mis ar ôl derbyn y cais.

Os bydd angen eglurhad arnom ar unrhyw agwedd o’ch cais, byddwn yn
cysylltu â chi mor gynted ag y bo modd.

Tîm Llywodraethu Gwybodaeth
Cyngor Sir Gaerfyrddin

 

Thank you for your email. This is receiving attention and a further
response will be provided as soon as possible.

If you are making a request for information, the following timescales will
apply:

Freedom of Information Act 2000/Environmental Information Regulations 2004
- 20 working days, unless we need clarification regarding the information
you are seeking.

General Data Protection Regulation (requests for access to personal data)
– one month from the receipt of the request.

If we do need to clarify any aspect of your request, we will contact you
as soon as possible.

Information Governance Team
Carmarthenshire County Council

 

FOIA, Carmarthenshire County Council

1 Attachment

Dear Mr. Leonard

I refer to your request for information, which was received on 3^rd
October, 2019 and has been dealt with under the Freedom of Information Act
2000.

The specific information you requested was as follows:

How many employees do you have overall within your organisation?

 

7,706

 

Who currently provides your calls and lines?

 

Adept and Daisy

 

What is your current annual spend on calls and lines?

 

£523,633.27

 

When is your contract renewal date?

 

Adept - March 2023

Daisy - Feb 2021

 

Are you using SIP or ISDN?

 

Both

 

Do you use a wide area network?

 

Yes

 

Please confirm the manufacturer of your telephone system(s) that are
currently in place?

 

Mitel

 

When was the installation date of your telephone equipment?

 

N/A - Systems are virtual

 

Who maintains your telephone system(s)?

 

Daisy

 

Please confirm value of the initial project and value of annual
support/maintenance services (in £)?

 

No value for initial project. Maintenance  £83,628 year

 

When is your contract renewal date?

 

Daisy - Feb 2021

 

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

 

Mitel

 

When was the installation date of your contact centre infrastructure?

 

N/A - Systems are virtual

 

Who maintains your contact centre system(s)?

 

Daisy

 

Please confirm value of the initial project and value of annual
support/maintenance services (in £)?

 

Maintenance is bundled into the overall maintenance contract costs. See
above.

 

When is your contract renewal date?

 

Daisy contract. See above

 

Do you use Unified Communications or Collaboration tools such as Microsoft
Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you
currently using?

 

Yes, Skype and Mitel

 

Yours sincerely

 

Julie John

Information Officer

ICT & Corporate Property/ TG a Pholisi Corfforaethol

Chief Executive’s Department/Adran Y Prif Weithredwr

Carmarthenshire County Council/Cyngor Sir Gaerfyrddin

 

Allanol/External (01267) 224498

Mewnol/Internal: 4498

 

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