Inbound network services contracts and server information

Freedom of information request reference no: 01.FOI.24.041479

I note you seek access to the following information:

organisation’s ICT contracts, specifically around:

1. Contact centre contract(s)
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. 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. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?

11. 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.
2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
3. Contract Expiry: For each supplier, please state the date of when the contract expires.
4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

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.

BT (all contact centres).

Q2 - Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier.

The total Spend with BT was £5.613m pa.

Q3 - Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.

The contract duration is 3 years, this ends on the 31st of May 2025.

Q4 - Contract Expiry: For each supplier, please state the date of when the contract expires.

The contract ends on the 31st of May 2025.

Q5 - Contract Review: For each supplier, please state the date of when the contract will be reviewed.

This will be reviewed in December 2024.

Q6 - Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

The BT contract comprises of the following:

Mission Critical Services:
MetCC 999 Public emergency Service (999)
MetCC 999 Call Recording
MetCC 101 Public non-emergency Service (101)
MetCC Casualty Bureau Service (CB)
MetCC High Priority Telephony (HP)
MetCC Back Office Telephony (BO)
MetCC Workforce Manager (WFM)
Business Critical Services:
Telephone Digital Investigation Unit Service Contact Centre (TDIU CC)
Victim Focus Desk Service CC (VFD CC)
Vehicle Recovery and Examination Service CC (VRES CC)
Fleet Services CC (Fleet CC)
Traffic Prosecution Services CC (Traffic CC)
Enterprise Voice (EV)
EV Voicemail Service
EV Secure Telephony
Secure Services
Administration Services:
Pre-production (PP) testing platforms
999, 101 and CC Training
EV Desktop Telephony Maintenance Service
Integration with third party Telecom Call Logging Service
Service Now Request Items
Weather Resistant Phone Service

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

There are 4,078 named and 632 concurrent.

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

This covers six sites.

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

The manufacturer is Avaya.

Q10 - Do you use Microsoft Exchange 2003 as your email server. If not, then which products do you use.

The MPS use O365.

Q11 - Number of email users: Approximate number of email users across the organisations.

There are currently 47,247 users.

The second part of my request relates to the use inbound network services contracts For a contract relating to the above please can you provide me with.

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

The current supplier is BT (BT TTS).

Q2 - Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier.

This was £5k.

Q3 - Contract Expiry: For each supplier, please state the date of when the contract expires.

The contract expires in August 2027.

Q4 - Contract Review: For each supplier, please state the date of when the contract will be reviewed.

The contract review date is in August 2027.

Q5 - Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

Traditional Telephony Services as described in Crown Commercial framework Network Services 2 (RM3808).