Contact Centre, Customer Relationship Management (CRM) and Automation questions: FOI release

Information requested

You asked for a range of information, specifically:

Contact Centre
a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?

CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?

AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Response

I enclose a copy of most of the information you requested below.

Contact Centre - Responses
a. The Central Enquiry Unit are the primary point of contact for anyone wishing to contact the Scottish Government. Further details can be found here.

b. All Enquiry Officers are directly employed by the Scottish Government.

c. There are 7 Enquiry Officers currently employed, with 1 further vacancy. The Central Enquiry Manager and Deputy Manager provide additional added capacity to them team and can act as Enquiry Officers also at peak business times.

d. Hybrid working arrangements are in place within the team with the majority working from home or in the office on their individual preferred split of days at home and day in the office. Currently within the team there are 2 who are full time working from home as they are not within commuting distance to the office.

e. Mitel.

f. March 2023, with a 12 month extension.

g. Capita Business Services Ltd.

The Central Enquiry Unit does not use a CRM or employ use of any AI or automation, such as a chatbot or RPA technology.

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.