Telephony and communication systems used by Scottish Public Pensions Agency (SPPA): 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

1. Please confirm the manufacturer of your telephony system(s) that are currently in place?
   Mitel
2. When was the installation date of your telephony equipment?
   December 2019
3. Who maintains your telephony system(s)?
   Scottish Government as part of a Daisy contract
4. Please confirm value of the initial project and value of annual support/maintenance services (in £)?
   Initial project £79,000 
   Annual £17,000
5. When is your contract renewal date?
   April 2020
6. Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
   Netcall
7. When was the installation date of your contact centre infrastructure?
   2002. Updates/upgrades have since taken place.
8. Who maintains your contact centre system(s)?
   Netcall and SPPA
9. Please confirm value of the initial project and value of annual support/maintenance services (in £)?
   Project Cost: £41,961 (based on the cost of the current upgrade)
   Annual Support Cost:  £29,000 (ex. VAT) per annum
10. How many contact centre employees/agents do you have?
    12 employees, with an additional three when required
11. When is your contract renewal date?
    It is a perpetual licence
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?
    Yes, Mitel for fixed telephony and Skype for Business
13. How many employees do you have overall within your organisation?
    As at 11 December 2019:
    Headcount: 315
    FTE:   287.5
14. Who currently provides your calls and lines?
    Gamma
15. What is your current annual spend on calls and lines?
    Line rental:  £4,320 (ex. VAT)
    Monthly call charge ranges between approx. £25 - £40 per month
16. When is your contract renewal date?
    April 2020
17. Are you using SIP or ISDN?
    SIP
18. Do you use a wide area network?
    SCOTS WAN and LAN

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