Information about telephony system(s)

Freedom of information request reference no: 01.FOI.24.038876

I note you seek access to the following information:

I was wondering if it’s possible to have the following information for market research purposes?

1. 1. Please confirm which telephony system(s) you currently have in place? example- Avaya/ Mitel/ Unify
2. Please confirm value of the initial project and value of annual support/maintenance services (in £)?
3. When is your contract renewal date? (date/ month/ year)
4. Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
5. When was the installation date of your contact centre infrastructure?
6. Who maintains your contact centre system(s)?
7. Number of contact centre users?
8. Please confirm value of the initial project and value of annual support/maintenance services (in £)?
9. When is your contract renewal date? (date/ month/ year)
10. Do you use Unified Communications or Collaboration tools such as Microsoft Teams/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?
11. What is the go-to market- How are the above technologies/ services procured?
12. Who is responsible for Telephony, contact centre and the command & control centre?
13. Which system do you have for your command-and-control centre?
14.  Who maintains this for you?
15. How many users do you have?
16. What was the initial project cost and the annual support/ maintenance service?
17. When is the contract renewal date? (date/ month/ year)
18. Which system do you have for your call recording system?
19. Who maintains this for you?

Decision

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

Please find below information pursuant to your request above.

Q1 - Please confirm which telephony system(s) you currently have in place? example- Avaya/ Mitel/ Unify

Avaya, Cisco, Mitel, Teams

Q2 - Please confirm value of the initial project and value of annual support/maintenance services (in £)?

Initial projects were completed many years ago.
Annual support/maintenance services: £6.31m including line rentals and calls, telephony, contact centres and alarm monitoring.

Q3 - When is your contract renewal date? (date/ month/ year)

30 May 2025

Q4 - Please confirm the manufacturer of your Contact centre system(s) that are currently in place?

Avaya, Cisco, Teams

Q5 - When was the installation date of your contact centre infrastructure?

Between 1990 and 2024.

Q6 - Who maintains your contact centre system(s)?

BT

Q7 - Number of contact centre users?

1400

Q8 - Please confirm value of the initial project and value of annual support/maintenance services (in £)?

Initial projects were completed many years ago.
Annual support/maintenance services: £6.31m including line rentals and calls, telephony, contact centres and alarm monitoring.

Q9 - When is your contract renewal date? (date/ month/ year)

30 May 2025

Q10 - Do you use Unified Communications or Collaboration tools such as Microsoft Teams/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?

Yes, Teams.

Q11 - What is the go-to market- How are the above technologies/ services procured?

All technologies/services will be procured in compliance with applicable public procurement regulations as in force at time of procurement activity.

Q12 - Who is responsible for Telephony, contact centre and the command & control centre?

Responsibility for the IT systems lies with DDaT supported by Unisys, Capgemini, and BT.
MO12 have responsibility from a business perspective.

Q13 - Which system do you have for your command-and-control centre?

The C&C applications (CAD/CHS/DARIS/CAD Lite and so on) are MPS owned applications.

Q14 - Who maintains this for you?

The support and maintenance contract for the MPS C&C applications is with Unisys.

Q15 - How many users do you have?

2000

Q16 - What was the initial project cost and the annual support/ maintenance service?

Initial project cost is not known.

Q17 - When is the contract renewal date? (date/ month/ year)

3 October 2024

Q18 - Which system do you have for your call recording system?

Nice recording system.

Q19 - Who maintains this for you?

BT