Contact centre/call centre contracts

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Freedom of information request reference no: 01.FOI.22.023594

I note you seek access to the following information:

All or some of the information provided previously has expired, I require an update on the questions below.

See my request below:

Contract 1 - contact centre/call centre contracts
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: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: 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.
7. Number of Agents; please provide me with the total number of contact centre agents.
8. Number of Sites; please can you provide me with the number of sites the contact centre covers.
9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
10. Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g., JAN-MAR, APR, JUNE.
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?
12. Number of email users: Approximate number of email users across the organisations.

Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres.

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 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.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: 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.

Decision

I have today decided to disclose the located information to you in full.

Please find below information pursuant to your request above.

Q1 - Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

The supplier is BT.

Q2 - Annual Average Spend: the annual average (over 3 years) spends for each supplier.

The annual spend is £6.1m (including all contact centres, enterprise voice/telephony but excluding mobile phones).

Q3 - Contract Expiry: the date of when the contract expires.

Entered termination assistance on 1 April 2021.

Q4 - Contract Review: the date of when the contract will be reviewed.

The contract has already been reviewed and a new contract procured but not yet signed.

Q5 - Contract Description: a brief description of the services provided of the overall contract.

MOPAC - Call Routing Agreement Two (CRA2) | London City Hall

Q6 - Contact Details: 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.

Ian Pountney – Director of Core Infrastructure, Digital Policing, Metropolitan Police Service, [email protected]

Q7 - Number of Agents; please provide me with the total number of contact centre agents.

There are 450.

Q8 - Number of Sites; please can you provide me with the number of sites the contact centre covers.

There are three MetCC sites.

Q9 - Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

The manufacturer is Avaya.

Q10 - Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g., JAN-MAR, APR, JUNE.

Police emergency control rooms are busy all year round, however a search has been conducted for last year and I can confirm that the three months with the highest calls were June, July and September.

Q11 - Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?

We do not use email servers for emergency control room operations. However, we use Microsoft O365 for general email.

Q12 - Number of email users: Approximate number of email users across the organisations.

There are 56,000 users approximately.