Telephony and communication systems used by Student Awards Agency Scotland (SAAS): 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

Please see below the answers to your questions in relation to our telephony system.

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?
8th December 2014

3) Who maintains your telephony system(s)?
Daisy

4)  Please confirm value of the initial project and value of annual support/maintenance services (in £).
Initial Project:
Installation of Mitel Infrastructure – £80,000 (exc VAT)
Handset costs – 300 @ £90 each - £27,000 (inc VAT)
Annual Support costs £7,317.60 per year

5) When is your contract renewal date?
1st November 2020

6) Please confirm the manufacturer of your Contact centre system(s) that are currently in place.
Mitel

7) When was the installation date of your contact centre infrastructure?
15th November 2017

8) Who maintains your contact centre system(s)?
Daisy

9) Please confirm value of the initial project and value of annual support/maintenance services (in £).
Value of initial project: £69,084.57  (Implementation Cost: £31197.67 , plus Total licence cost of 100 users: £37,886.90)
Value of annual support / maintenance services: £14,139.33

10) How many contact centre employees/agents do you have?
35 as of October 2019

11) When is your contract renewal date?
7th November 2021

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?
SAAS use Microsoft Skype for Business, as procured by the main SG.

13) How many employees do you have overall within your organisation?
265 employees as of October 2019, however this is subject to Seasonal fluctuations

14) Who currently provides your calls and lines?
Virgin

15)  What is your current annual spend on calls and lines?
£40k per annum

16)  When is your contract renewal date?
1st October 2020

17)  Are you using SIP or ISDN?
ISDN

18)  Do you use a wide area network?
Yes

About FOI

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