Telephony and communication systems used by Transport Scotland: FOI release

Information requested

1.   Please confirm the manufacturer of your telephony system(s) that are currently in place?
2.   When was the installation date of your telephony equipment?
3.   Who maintains your telephony system(s)?
4.   Please confirm value of the initial project and value of annual support/maintenance services (in £)?
5.   When is your contract renewal date?
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.   Please confirm value of the initial project and value of annual support/maintenance services (in £)?
10. How many contact centre employees/agents do you have?
11. When is your contract renewal date?
12. 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?
13. How many employees do you have overall within your organisation?
14. Who currently provides your calls and lines?
15. What is your current annual spend on calls and lines?
16. When is your contract renewal date?
17. Are you using SIP or ISDN?
18. Do you use a wide area network?

Response

Our aim is to provide information whenever possible.  However, in this instance, some of the information you have requested is not held by Transport Scotland
Where some of the information is held, the response to your request is set out at Annex A

Annex  A
The questions that you asked are shown below.  The response to the question will be shown below the question in Bold.

Corporate Telephone System
Transport Scotland pay a share of the Scottish Government costs shown below, the response below covers the Scottish Government and their Agencies that utilise the Scottish Government shared service.  The information below, shows the information provided by Scottish Government and the proportion of costs paid by or re-charged to Transport Scotland:

Please confirm the manufacturer of your telephony system(s) that are currently in place?
Mitel
When was the installation date of your telephony equipment?
August 2016
Who maintains your telephony system(s)?
Scottish Government as part of their Daisy contract
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
Initial project value for Transport Scotland £88,500 with recurring annual shared services costs of £40,502
When is your contract renewal date?
01 April 2020

Corporate Contact System
Transport Scotland do not use the Scottish Government contact system. This section is not applicable to Transport Scotland.
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?

Roads Contact System
Transport Scotland have a contract with Teleperformace to provide a contact centre for the Traveling public.  Transport Scotland do not hold any of the details you request for this contract as it is simply a service contract with Service Levels.

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?
474

Transport Scotland pay a share of the Scottish Government costs shown below, the response below covers the Scottish Government and their Agencies that utilise the Scottish Government shared service.  The information below, shows the information provided by Scottish Government and the proportion of costs paid by or re-charged to Transport Scotland:

Who currently provides your calls and lines?
Gamma (SIP) and BT (other)
What is your current annual spend on calls and lines?
Gamma annual spend (out with inclusive free minutes) £600
Known recurring BT/Vodafone billed services £360
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.