Telephony, contact centre, command & control centre and call recording systems
Freedom of information request reference no: 01.FOI.23.029782
I note you seek access to the following information:
Please confirm which telephony system(s) you currently have in place? example- Avaya/ Mitel/ Unify
1. When was the installation date of your telephony equipment?
2. Who maintains your telephony system(s)?
3. Number of telephony users?
4. Please confirm value of the initial project and value of annual support/maintenance services (in £)?
5. When is your contract renewal date? (date/ month/ year)
6. Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
7. When was the installation date of your contact centre infrastructure?
8. Who maintains your contact centre system(s)?
9. Number of contact centre users?
10. Please confirm value of the initial project and value of annual support/maintenance services (in £)?
11. When is your contract renewal date? (date/ month/ year)?
12. Do you use Unified Communications or Collaboration tools such as Microsoft Teams/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?
13. What is the go-to market- How are the above technologies/ services procured?
14. Who is responsible for Telephony, contact centre and the command & control centre?
15. Which system do you have for your command-and-control centre?
16. Who maintains this for you?
17. How many users do you have?
18. What was the initial project cost and the annual support/ maintenance service?
19. When is the contract renewal date? (date/ month/ year)
20. Which system do you have for your call recording system?
21. Who maintains this for you?
22. How many users do you have?
Decision
I have today decided to disclose some of the requested information. Some data has been withheld as it is exempt from disclosure and therefore this response serves as a Refusal Notice under Section 17 of the Freedom of Information Act 2000 (the Act) by virtue of the following exemptions:
Section 21 - Information which is reasonably accessible by other means
Section 43 - Commercial Interest
Reason for decision
I am pleased to inform you that the information requested within question 18 is held by the MPS and is already in the public domain. The information can be accessed via the following:
Q18 - How many users do you have?
The total number of people who work within Met CC can be found on the workforce data report, on tables 2.2 and 3.2
Website: Workforce data report | Metropolitan Police
In regards to questions 5, 11 and 19
Section 21 - Information which is reasonably accessible by other means - Information is to be taken to be reasonably accessible to the applicant if it is information which the public authority or any other person is obliged by or under any enactment to communicate (otherwise than by making the information available for inspection) to members of the public on request, whether free of charge or on payment.
Section 43(2) - Commercial Interests - If the MPS were to release the information you have requested pertaining to costs, is could result in the MPS attracting less favourable contracts with companies in the future, if they believe such details would be made public. Furthermore it may impact on the commercial interests of organisations we work with. Information about our provider would be revealed and in so doing our commercial interests would be prejudiced as it would adversely affect our ability to conduct business in a competitive environment. In considering whether or not this information should be disclosed, I have considered the potential harm that could be caused by disclosure.
Disclosure of the requested cost information would weaken the position of the MPS in a competitive environment, due to a disclosure of market sensitive information. This would have a harmful effect on future partnerships when entering into commercial activities. To provide information in relation costs provided to the MPS by a specific company, could prejudice their commercial interests if it results in potential purchasers reconsidering procuring their services. Any subsequent loss of business or income would prejudice their commercial interests
The MPS has a duty of care to the communities served and the companies who we do business with. The release would be detrimental to the commercial interests of our suppliers and the MPS. Disclosure would likely in the future reduce the level of competition within the procurement process and therefore compromise the MPS’ ability to achieve best value for money from other commercial contractors in future tenders.
Disclosure
Please see the below information pursuant to your request above.
Q1 - Please confirm which telephony system(s) you currently have in place? example - Avaya/ Mitel/ Unify
Avaya / MS Teams
Q2 - When was the installation date of your telephony equipment?
Approximately 2004 when the centres first opened.
Q3 - Who maintains your telephony system(s)?
Capgemini
Q4 - Number of telephony users?
55,000
Q6 - When is your contract renewal date? (date/ month/ year)
Two contracts – 04/02/2026 and 31/05/2024.
Q7 - Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
Avaya / MS Teams
Q8 - When was the installation date of your contact centre infrastructure?
The specific date is not held, but believed to be during 2004. When the centres first opened, staff were moved in over a 2 year period from boroughs and the old information room within NSY.
Q9 - Who maintains your contact centre system(s)?
Capgemini
Q10 - Number of contact centre users?
719 people
Q12 - When is your contract renewal date? (date/ month/ year)
The MPS does not have a single contract renewal date across all these technologies, due to the fact that they are not through a single contract route.
Q13 - Do you use Unified Communications or Collaboration tools such as Microsoft Teams/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?
MS Teams
Q14 - What is the go-to market- How are the above technologies/ services procured?
Alongside using existing frameworks, it would be advertised on Procurement channels e.g. Find a Tender Service and Contract Finder.
Q15 - Who is responsible for Telephony, contact centre and the command & control centre?
Chief Superintendent Daniel Ivey is the OCU Commander for MO12 – Met Command and Control
Q16 - Which system do you have for your command-and-control centre?
Avaya
Q17 - Who maintains this for you?
Capgemini
Q20 - When is the contract renewal date? (date/ month/ year)
Two contracts – 04/02/2026 and 31/05/2024.
Q21 - Which system do you have for your call recording system?
Nice
Q22 - Who maintains this for you?
Capgemini
Q23 - How many users do you have?
Approximately 1,700