FOI2022/00066: Contact Centre & Inbound Network Contracts
Case reference FOI2022/00066
Published 3 May 2022
Request
Request Received: 26 February 2022
I would like to submit a new FOI request. All or some of the information provided previously has expired, I require an update on the questions below. See my request below: Contract 1 - contact centre/call centre contracts Please send me the following information for each provider:
1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: The person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.
7. Number of Agents; please provide me with the total number of contact centre agents.
8. Number of Sites; please can you provide me with the number of sites the contact centre covers.
9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
10. Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g., JAN-MAR, APR, JUNE.
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?
12. Number of email users: Approximate number of email users across the organisations.
Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres. The second part of my request relates to the use inbound network services contracts which could relate to one of the following:
1. 0800, 0845, 0870, 0844, 0300 number
2. Routing of calls
3. Caller Identifier
4. Caller Profile- linking caller details with caller records
5. Interactive voice response (IVR)
For contract relating to the above please can you provide me with?
1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: The person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.
Response
UKRI do not have a contact centre or call centre, therefore information relating to a contract for this is not held.
In regard to 'inbound network services' this information is also not held. To explain further, telephony services for UKRI are provided by UK SBS' Unified Communication and Collaboration Solution, which is managed and maintained by UK SBS.
These services are part of a larger services contract between UK SBS and the Department for Business, Energy and Industrial Strategy (BEIS). It is therefore not a service provided exclusively to UKRI and we would subsequently advise you to redirect your request to FOI@uksbs.co.uk for any related information.
Documents
This is UK Research and Innovation's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
You can browse our other responses or make a new FOI request.