Information relating to telephone maintenance contract: FOI release

Information requested

Information that relates to a specific telephone maintenance contract.

Please can you send me the following contract information with regards to the organisation’s telephone system maintenance contract (VOIP or PBX, other) for hardware and software maintenance and support if all the information is still the same besides the contracts dates please send just the new contract dates. It would be much appreciated.

1. Contract Type: Maintenance, Managed, shared (If so, please state orgs).

2. Existing Supplier: If there is more than one supplier, please split each contract up individually.

3. Annual Average Spend: The annual average spends for this contract and please provide the average spend over the past 3 years for each provider.

4. Hardware Brand: The primary hardware brand of the organisation’s telephone system.

5. Number of telephone users:

6. Contract Duration: please include any extension periods.

7. Contract Expiry Date: Please provide me with the day/month/year.

8. Contract Review Date: Please provide me with the day/month/year.

9. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g., Contact Centre, Communication Manager.

10. Telephone System Type: PBX, VOIP, Lync etc.

11. Contract Description: Please provide me with a brief description of the overall service provided under this contract.

12. Go to Market: How where these services procured, please provide me with either the tender notice or the framework reference number. Please specify if procured through other routes.

13. Contact Detail: Of the person from within the organisation responsible for each contract full Contact details including full name, job title, direct contact number and direct email address. If the service support area has more than one provider for telephone maintenance, then can you please split each contract up individually for each provider.

If the contract is a managed service or is a contract that provides more than just telephone maintenance, please can you send me all the information specified above including the person from within the organisation responsible for that particular contract.

If the maintenance for telephone systems is maintained in-house, please can you provide me with:
1. Number of telephone users:
2. Hardware Brand: The primary hardware brand of the organisation’s telephone system.
3. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g., Contact Centre, Communication Manager.
4. Contact Detail: Of the person from with the organisation responsible for telephone maintenance full Contact details including full name, job title, direct contact number and direct email address.

Also, if the contract is due to expire, please provide me with the likely outcome of the expiring contract. If this is a new contract or a new supplier, please can you provide me with a short list of suppliers that bid on this service/support contract?

Response

I enclose a copy of all of the information you requested.

1. Contract Type: Maintenance.

2. Existing Supplier: Capita Business Services Ltd.

3. Annual Average Spend: The annual average spends for this contract and please provide the average spend over the past 3 years for each provider:

Current Contract

As the current contract is only for 18 months, we cannot provide the annual average. The spend under this contract was:
£322,717.30

Spend over the last 3 years which covers Software Assurance and Maintenance and Support
2021-2022: £272,616.83
2020-2021: £201,444,89
2019-2020: £121,730.99

All costs shown are inclusive of VAT.

4. Hardware Brand: Mitel.

5. Number of telephone users: 12,000.

6. Contract Duration: please include any extension periods: 18 months – 1 October 2020 to 31 March 2022.

7. Contract Expiry Date: 31 March 2022.

8. Contract Review Date: N/A

9. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g., Contact Centre, Communication Manager:

• Mitel MiVoice Business
• Mitel MiCollab
• Mitel MiContact Center Enterprise
• Mitel Call Recording
• NuPoint Voicemail

10. Telephone System Type: VOIP.

11. Contract Description: Please provide me with a brief description of the overall service provided under this contract:

• Maintenance and Support of the Mitel telephony platform.
• Premium level Software Assurance for Mitel telephony platform.

12. Go to Market: How where these services procured: The contract call-off was procured via the Scottish Government’s Scottish Wide Area Network (SWAN) contract using the Managed IPPBX service option.

13. Contact Detail: Of the person from within the organisation responsible for each contract full Contact details including full name, job title, direct contact number and direct email address:

Raymond Wright
Head of Unified Communications
iTECS: Unified Communications
Raymond.Wright@gov.scot

As we have only one provider for telephony maintenance questions 1-4 below have not been answered.
If the service support area has more than one provider for telephone maintenance, then can you please split each contract up individually for each provider.
If the contract is a managed service or is a contract that provides more than just telephone maintenance, please can you send me all the information specified above including the person from within the organisation responsible for that particular contract.
If the maintenance for telephone systems is maintained in-house, please can you provide me with:
1. Number of telephone users:
2. Hardware Brand: The primary hardware brand of the organisation’s telephone system.
3. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g., Contact Centre, Communication Manager.
4. Contact Detail: Of the person from with the organisation responsible for telephone maintenance full Contact details including full name, job title, direct contact number and direct email address.

Also, if the contract is due to expire, please provide me with the likely outcome of the expiring contract:
The contract will expire and we are looking at our options for the reletting of this contract.

If this is a new contract or a new supplier, please can you provide me with a short list of suppliers that bid on this service/support contract?
N/A.

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