2022029

Information requested

I wish to submit to the organisation a freedom of information request relating to the organisation’s ICT contracts, specifically around:

1. contact centre contract(s)
2. inbound network services contract (s)

The first part of my request relates to contact centre service contracts which could relate to one of the following:

1. Advanced call distribution to control the flow of calls and maximise customer experience
2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram
3. Performance monitoring tools to track performance, customer satisfaction and other key sales metrics

This could be part of a whole package or separate service applications.

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: For each supplier, please state the annual average (over 3 years) spend for each supplier
3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
4. Contract Expiry: For each supplier, please state the date of when the contract expires.
5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
7. Contact Details: For each supplier, please state 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. At the very least please provide me with their actual job title.
8. Number of Agents; please provide me with the total number of contact centre agents;
9. Number of Sites; please can you provide me with the number of sites the contact centre covers.
10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
12. Number of email users: Approximate number of email users across the organisations.

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
5. Interactive voice response (IVR)

For a 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: For each supplier, please state the annual average (over 3 years) spend for each supplier
3. Contract Expiry: For each supplier, please state the date of when the contract expires.
4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
6. Contact Details: For each supplier, please state 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.

NHSCFA response

I wish to submit to the organisation a freedom of information request relating to the organisation’s ICT contracts, specifically around:

1. contact centre contract(s)
2. inbound network services contract (s)

The first part of my request relates to contact centre service contracts which could relate to one of the following:

1. Advanced call distribution to control the flow of calls and maximise customer experience

   There are no contracts. The single point of contact is the NHS Counter Fraud Authority (NHSCFA) Service Desk (internal) via MS Teams Phone System

2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram

   There are no contracts. The single point of contact is NHSCFA Service Desk

3. Performance monitoring tools to track performance, customer satisfaction and other key sales metrics

   There are no contracts to capture those metrics

This could be part of a whole package or separate service applications.

Please send me the following information for each provider

Not Applicable

1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
4. Contract Expiry: For each supplier, please state the date of when the contract expires.
5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
7. Contact Details: For each supplier, please state 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. At the very least please provide me with their actual job title.
8. Number of Agents; please provide me with the total number of contact centre agents;
9. Number of Sites; please can you provide me with the number of sites the contact centre covers.
10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
12. Number of email users: Approximate number of email users across the organisations.

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

   NHSCFA does not have any of these numbers assigned to the organisation.

2. Routing of calls

   Teams Voice Integration and Teams Direct routing as a service (PSTN call routing of external calls) provided by 3rd party Telephony contract managed by NHS Business Services Authority.

3. Caller Identifier

   No contracts defining Caller Identifier

4. Caller Profile

   No contracts defining Caller Profile

5. Interactive voice response (IVR)

   No contracts defining IVR

For a 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.

   NHS Business Services Authority

2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier

   £2,078.76 per annum.

3. Contract Expiry: For each supplier, please state the date of when the contract expires.

   September 2023

4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

   Currently under review

5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

   Teams Voice Integration and Teams Direct routing as a service (PSTN call routing of external calls)

6. Contact Details: For each supplier, please state 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.

   The name and contact details of the responsible person are withheld under Section 40 (2) of the Freedom of Information Act. The full text of this section is contained in Annex A below.

Any enquiries to the organisation should be sent to enquiries@nhscfa.gov.uk where they will be forwarded to the responsible officer/unit.