Telephone system maintenance contract: FOI release

Information requested

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

We currently run two telephony systems; Mitel and Microsoft Teams I enclose relevant information for both systems below.

Mitel Phone System

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

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

Spend over the last 3 years which covers Software Assurance and Maintenance and Support.

• 2023-2024: £259,519.42
• 2022-2023: £262,167.41
• 2021-2022: £272,616.83

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

5. Number of telephone users: 12,000.

6. Contract Duration: please include any extension periods. 12 months.

7. Contract Expiry Date: Please provide me with the day/month/year. 31 March 2024.

8. Contract Review Date: Please provide me with the day/month/year. October 2023.

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: PBX, VOIP, Lync etc. VOIP.

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

Maintenance and Support of the Mitel telephony platformPremium level Software Assurance for Mitel telephony platform,

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

The contractcall-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 fullContact details including full name, job title, direct contact number and direct email address.

Raymond Wright
Head of Unified Communications.
raymond.wright@gov.scot

Question - Also, if the contract is due to expire, please provide me with the likely outcome of the expiring contract.

Question - 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?

The contract for Mitel support expires on the 31 March 2024 and work is currently underway to procure maintenance and support for this system.

Microsoft Teams Phone System.

There is no specific telephone system maintenance contract (VOIP or PBX, other) for hardware and Software maintenance and support associated with our Microsoft Teams System. This is supported in-house.

Question - If the maintenance for telephone systems is maintained in-house, please can you provide me with:

1. Number of telephone Users: 300.

2. Hardware Brand: The primary hardware brand of the organisation’s telephone system: Microsoft Teams Phone.

3. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g., Contact Centre, Communication Manager: Standard Microsoft Teams Phone Telephony.

4. Contact Detail:

Raymond Wright
Head of Unified Communications
raymond.wright@gov.scot

About FOI

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