Telephony and communication systems used by Social Security 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 Social Security Scotland.
Where some of the information is held, the response to your request is set out at Annex A.

ANNEX A

Social Security Scotland has been part of the Scottish Government contract since 2018 and does not have an independent contract for either Telephony or Unified Communications.

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?
October 2013 for Scottish Government, September 2018 for Social Security Scotland

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

4.  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

5.  When is your contract renewal date?
01 April 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?
April 2014 for Scottish Government, September 2018 for Social Security Scotland

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 £)?
See above

10. How many contact centre employees/agents do you have?
Licensed for 212

11. When is your contract renewal date?
01 April 2020 for both Scottish Government and Social Security Scotland

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?
Skype for Business

13. How many employees do you have overall within your organisation?
403 as of the latest Workforce Information report in June 2019

14. Who currently provides your calls and lines?
Gamma (SIP) and BT (other)

15. What is your current annual spend on calls and lines?
Gamma £252,000
BT £132,000

16. When is your contract renewal date?
March 2020 for both Scottish Government and Social Security Scotland

17. Are you using SIP or ISDN?
Predominantly SIP. One ISDN 30 for legacy systems and a few ISDN 2 lines.

18. 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.