FOI release

Freedom of Information request (FOI 22/1140)

Published 17 January 2024

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FOI 22/1140

18th December 2022

Dear

Thank you for your email.

Please find below answers to the questions you have raised in blue below;

I wish to submit to the organisation a freedom of information request relating to the organisation’s ICT contracts, specifically around:     

1.          contact centre contract(s) -  N/A – The Agency does not have an outsourced contact/call centre.

2.          inbound network services contract (s)

The first part of my request relates to contact centre service contracts which could relate to one of the following:

1.       Advanced call distribution to control the flow of calls and maximise customer experience

2.       Email, website live chat and integrations with popular social media apps like Facebook and Instagram

3.       Performance monitoring tools to track performance, customer satisfaction and other key sales metrics

 This could be part of a whole package or separate service applications.

Please send me the following information for each provider:

1.            Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

2.            Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier

3.            Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.

4.            Contract Expiry: For each supplier, please state the date of when the contract expires.

5.            Contract Review: For each supplier, please state the date of when the contract will be reviewed.

6.            Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

7.            Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address. At the very least please provide me with their actual job title.

8.            Number of Agents; please provide me with the total number of contact centre agents;

9.            Number of Sites; please can you provide me with the number of sites the contact centre covers.

10.        Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

11.        Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?

12.        Number of email users: Approximate number of email users across the organisations.

The second part of my request relates to the use inbound network services contracts which could relate to one of the following:

1.            0800, 0845, 0870, 0844, 0300 number

2.            Routing of calls

3.            Caller Identifier

4.            Caller Profile- linking caller details with caller records

5.            Interactive voice response (IVR)

 For a contract relating to the above please can you provide me with?

  1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

Vodafone

BT

  1. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier

Vodafone ~£60k

T ~£20k

  1. Contract Expiry: For each supplier, please state the date of when the contract expires.

Vodafone – Jan 2023

BT- ongoing

  1. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

Vodafone – Annual review (Oct 22)

BT – ongoing review

  1. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

Vodafone - VOIP over SIP, PBX bridge including Lines & Minutes

BT – Lines & Minutes

  1. Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.

All contracts are managed by the Agency’s IT Commercial Management Team which can be contacted via [email protected]

If you have a query about the information provided, please reply to this email.

If you disagree with how we have interpreted the Freedom of Information Act 2000 in answering your request, you can ask for an internal review. Please reply to this email, within two months of this reply, specifying that you would like an Internal Review to be carried out.

Please remember to quote the reference number above in any future communications.

If you were to remain dissatisfied with the outcome of the internal review, you would have the right to apply directly to the Information Commissioner for a decision. Please bear in mind that the Information Commissioner will not normally review our handling of your request unless you have first contacted us to conduct an internal review. The Information Commissioner can be contacted at:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Yours sincerely

MHRA Customer Experience Centre

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