Scottish Public Pensions Agency network breakdown: FOI release

Information requested

1. When was the installation date of your telephony equipment?

2. When is your contract renewal date?

3. Who maintains your telephony system(s)?

4. Please confirm the value of the initial project?

5. Please confirm the total ongoing annual spend on telephony?

6. Please confirm the annual support cost for your telephony system?

7. Do you use Unified Communications or Collaboration tools , if so which ones?

Contact Centre

8. Please confirm the manufacturer of your contact centre system(s) that are currently in place?

9. When was the installation date of your contact centre infrastructure? Updates/upgrades have since taken place?

10. When is your contract renewal date?

11. Who maintains your contact centre system(s)?

12. Please confirm value of the initial project?

13. Please confirm the value of annual support/maintenance services (in £)? And overall annual spend for the contact centre?

14. How many contact centre agents do you have?

15. Do agents work from home? Or just your offices?

16. Do you use a CRM in the contact centre?

17. What platform is used?

18. Do you use a knowledge base / knowledge management platform?

19. What platform is used?

Connectivity and Network Services

20. Who provides your WAN and internet connectivity and the annual spend on each?

21. Have you, or do you plan to deploy SD Wan services?

22. Have you got SIP trunks, if so who from and confirm annual spend?

23. Please confirm who provides your LAN, WIFI and Security infrastructure?

24. Please confirm your annual spend on each? 

25. Please confirm your data centre switching and security infrastructure and have you deployed cloud based security and threat management?

Organisation

26. How many employees do you have overall within your organisation?

27. Can you provide contact details for your procurement lead / category manager for these services?

28. Can you provide names and contact details for the following people within your organisation?
• CIO / IT Director
• Head of IT
• Head of Digital Transformation
• Head of Customer services

Response

1. December 2019

2. April 2021 - renewed with Scottish Government contracts

3. Scottish Government as part of Daisy Contract

4. Capital cost of the system, £79,000

5. £4,867 Scottish Government (SG) SCOTS Connect cost recharge for the provision of 312 Mitel phone system extensions and a £37,217 annual system support cost for a service provided by a 3rd party supplier called Netcall which covers both the telephony system and the SPPA Contact Centre System (see Contact System response below). Please note that the SPPA telephony and Contact Centre systems are one combined system.

6. £37,217 annual system support cost for a service provided by a 3rd party supplier called Netcall which covers both the Mitel telephony system and the SPPA Contact Centre System (see Contact System response below). Please note that the SPPA telephony and Contact Centre systems are one combined system.

7. Yes, Mitel for fixed telephony and MS Teams

Contact Centre

8. Netcall

9.  2002

• Updates/upgrades have since taken place. Last major upgrade in 2019

10. April 2021 - Perpetual licence

11. Netcall & SPPA

12. £42k was the capital cost of the system

13. £29000.00

14. 20

15. Both - currently working at home due to Covid

16. No

17. N/A

18. Yes

19. Netcall

Connectivity and Network Services

20. 

Procured via	Annual Spend
SWAN	£1,776,000.00
Virgin Media	£24,000.00
Vodaphone	£408,000.00
Commsworld	£40,000.00

21. No

22. Yes, these are sourced from Gamma and the annual spend is approximately £250,000 inc VAT.

23. 

• Scottish Government – Information Technology & Services Division (iTECS)
• While our aim is to provide information whenever possible, in this instance regarding Security infrastructure we are unable to provide the information you have requested because an exemption(s) under section(s) 30 of FOISA applies.

24.  SPPA costs - £107,565 which consists of a) Dedicated Network Lines costs of £15,923 b) £91,642 costs which is a share of the SG SCOTS Network Infrastructure Costs

25. 

• The switches used are Alcatel-Lucent Enterprise
• While our aim is to provide information whenever possible, in this instance regarding Security infrastructure we are unable to provide the information you have requested because an exemption(s) under section(s) 30 of FOISA applies.

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.