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FOI 213209

FREEDOM OF INFORMATION REQUEST REFERENCE NO: 213209

 

I write in connection with your request for information which was received on 24th November 2022.  Please find below the response to your request:

 

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.

 

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

 

  1. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.

 

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

 

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

 

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

 

  1. 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.

 

  1. Number of Agents; please provide me with the total number of contact centre agents;

 

  1. Number of Sites; please can you provide me with the number of sites the contact centre covers.

 

  1. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

 

  1. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?

 

  1. 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- linking caller details with caller records
  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.

Reply

 

I can confirm that West Mercia Police hold the information you have 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.
    • SAAB Command and control contact centre solution is integrated within this overall operational contact centre solution.

 

  1. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier.
    • £680K for entire solution.

 

  1. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
    • Contract commenced July 2020 for a period of 6 years with the option to extend by an additional 4 years.

 

  1. Contract Expiry: For each supplier, please state the date of when the contract expires.
    • See above.

 

  1. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
    • See above.

 

  1. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
    • To provide a solution for command and control , including incident logging, voice communications including telephony and radio ( Airwave/ ESN) , interfaces to other policing national and local systems.

 

  1. 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.

                                 

  1. Number of Agents; please provide me with the total number of contact centre agents;
  •  

 

  1. Number of Sites; please can you provide me with the number of sites the contact centre covers.
    •  

 

  1. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
    •  

 

  1. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
    • Email is not integrated into this solution.

 

  1. Number of email users: Approximate number of email users across the organisations.
    •  

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.
    • Virgin Media Business

 

  1. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier.
    • £220K for this contract - £1.8m for all contracts with this supplier

 

  1. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
    • Contract commenced 2nd March 22 for a 5 year period expiring 1st March 27 . No extension periods .

 

  1. Contract Expiry: For each supplier, please state the date of when the contract expires.
    • See above.

 

  1. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
    • See above.

 

  1. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
    • To provide corporate telephony solution , including contact centre , voice recording , call logging , remote monitoring and support , switchboard services.

 

  1. 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.

                                 

  1. Number of Agents; please provide me with the total number of contact centre agents;
  •  

 

  1. Number of Sites; please can you provide me with the number of sites the contact centre covers.
    •  

 

  1. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
    • ATOS

 

  1. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
    • Email is not integrated into this solution.

 

  1. Number of email users: Approximate number of email users across the organisations.
    • 4500

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 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.
  • The Force utilises the 101 solution as provided by Vodafone as part of the National Police number solution . We also have a low number of calls handled on 0300, 0800 services for which the details are provided as part of this response. This is with Virgin Media Business. This is all part of the Virgin Media Business (VMB) telecoms contract details provided above for this and all the points below.
  1. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
    • See above.
  2. Contract Expiry: For each supplier, please state the date of when the contract expires.
    • See above.
  3. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
    • See above.
  4. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
    • See above.
  5. 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.
    • See above.