Publication - FOI/EIR release

Scottish Government telephony system questions: FOI release

Published: 14 Nov 2019
Directorate:
Digital Directorate
Part of:
Public sector

Information request and response under the Freedom of Information (Scotland) Act 2002.

Published:
14 Nov 2019
Scottish Government telephony system questions: FOI release
FOI reference: FOI/201900005655
Date received: 25 Oct 2019
Date responded: 13 Nov 2019
Information requested

You asked for:

Please confirm the manufacturer of your telephony system(s) that are currently in place?
When was the installation date of your telephony equipment?
Who maintains your telephony system(s)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
When is your contract renewal date?
Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
When was the installation date of your contact centre infrastructure?
Who maintains your contact centre system(s)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
How many contact centre employees/agents do you have?
When is your contract renewal date?
Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/Cisco/Avaya/Mitel? If yes, what tools are you currently using?
How many employees do you have overall within your organisation?
Who currently provides your calls and lines?
What is your current annual spend on calls and lines?
When is your contract renewal date?
Are you using SIP or ISDN?
Do you use a wide area network?

Response

Please confirm the manufacturer of your telephony system(s) that are currently in place?
Mitel
When was the installation date of your telephony equipment?
October 2013
Who maintains your telephony system(s)?
Daisy
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
£1 million
Current maintenance costs are Software assurance £71,676.99 Systems Support £50,054
Contact Centre £13,441

When is your contract renewal date?
01 April 2020
Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
Mitel
When was the installation date of your contact centre infrastructure?
April 2014
Who maintains your contact centre system(s)?
Daisy
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
See above
How many contact centre employees/agents do you have?
Licenced for 212
When is your contract renewal date?
01 April 2020
Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/Cisco/Avaya/Mitel? If yes, what tools are you currently using?
Skype for Business
How many employees do you have overall within your organisation?
14,268
Who currently provides your calls and lines?
Gamma (SIP) and BT (other)
What is your current annual spend on calls and lines?
Gamma £252,000 BT £132,000
When is your contract renewal date?
March 2020
Are you using SIP or ISDN?
Predominantly SIP. One ISDN 30 for legacy systems and a few ISDN 2 lines.
Do you use a wide area network?
Yes.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.

Contact

Please quote the FOI reference
Central Enquiry Unit
Email: ceu@gov.scot
Phone: 0300 244 4000

The Scottish Government
St Andrews House
Regent Road
Edinburgh
EH1 3DG