Social Security Scotland Telephony, Mobile and Procurement Framework: FOI release

Information request and response under the Freedom of Information (Scotland) Act 2002

Information requested

The Social Security Scotland telephony system and mobile phone contracts.


Telephony System
1. What is your current telephony system?
We are consumers of the Scottish Government provided Mitel system and have a temporary contact centre service from AWS Connect as a COVID 19 response

2. How many users of the telephony system?
There are 968 users of the telephony system.

3. When is the contract up for renewal?
4 June 2023
We awarded a contract to Vodafone for the use of their Storm platform on 5 June 2020.

4. If it isn't a VoIP system, will that be a consideration for the next contract cycle?
The system is a VoIP.

5. The email address of the primary contact for this contract?

6. Current annual spend?
There is no current annual spend on the Vodafone Storm platform.
The Mitel spend is included within the Scottish Government main response. The AWS Connect spend projection is £40,681 (VAT included) for 2020.

Mobile phone contracts

1. Who is your current mobile phone provider?
Vodafone -

2. How many mobile connections?

3. When is the contract up for renewal?
16 March 2022

4. How long do you contract for (24 or 36 months)?
2 years with optional 1 year extension

5. The email address of the primary contact for this contract?

6. Current annual spend?
The year to date spend is £36,608 which breaks down to £15,001 equipment and £21,607 call charges.

Crown Commercial Services frameworks
Do you procure through the Networks Services 2 framework? (RM3808 previously RM1045)
Do you procure through the G-Cloud framework?
We can procure through those Crown Commercial Services frameworks, when appropriate.
The recent Contact Centre procurement route was via

About FOI

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Please quote the FOI reference
Central Enquiry Unit
Phone: 0300 244 4000

The Scottish Government
St Andrews House
Regent Road

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