Contact centre, call centre and inbound network services contracts: FOI release

Information requested

The following information for each provider of contact centre/call centre contracts:

1. Incumbent Supplier: For each of the contract(s), 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, their full name, actual job title, contact number and direct email address.
7. Number of Agents: The total number of contact centre agents.
8. Number of Sites: 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: 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.
13. Any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres.

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 contracts relating to the above:

1. Incumbent Supplier: For each of the contract(s), 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; their full name, actual job title, contact number and direct email address.

Response

A copy of some of the information requested is attached within an excel spreadsheet.

While our aim is to provide information whenever possible, in this instance the Scottish Public Pensions Agency does not have some of the information you have requested. In relation to the first part of your request ("Contract 1 - contact centre/call centre contracts"), the SPPA does not have the information you have asked for because we do not hold any contact centre or call centre contracts. Any responses affected by this exemption are displayed in the spreadsheet as information not held*.

In relation to the second part of your request, the SPPA does not have the information you have asked for regarding Mitel Telephony Platform because this is provided by core Scottish Government. However, you may wish to contact the Scottish Government FOI team at foi@gov.scot who may be able to help you. Any responses affected by this exemption are displayed in the spreadsheet as information not held**.

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.

FOI202200284563 Spreadsheet

File type

Excel document

File size

14.2 kB