FOI 345270
FREEDOM OF INFORMATION REQUEST REFERENCE NO: 345270
I write in connection with your request for information which was received on 5th July 2024. Please find below the response to your request:
- Please confirm which telephony system(s) you currently have in place? example- Avaya/ Mitel/ Unify 2. Please confirm value of the initial project and value of annual support/maintenance services (in £)?
- When is your contract renewal date? (date/ month/ year) 4. Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
- When was the installation date of your contact centre infrastructure?
- Who maintains your contact centre system(s)?
- Number of contact centre users?
- Please confirm value of the initial project and value of annual support/maintenance services (in £)?
- When is your contract renewal date? (date/ month/ year) 10. Do you use Unified Communications or Collaboration tools such as Microsoft Teams/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?
- What is the go-to market- How are the above technologies/ services procured?
- Who is responsible for Telephony, contact centre and the command & control centre?
- Which system do you have for your command-and-control centre?
- Who maintains this for you?
- How many users do you have?
- What was the initial project cost and the annual support/ maintenance service?
- When is the contract renewal date for your CAD and ICCS? (date/ month/ year) 18. Which system do you have for your call recording system?
- Who maintains this for you?
- How many ICCS positions do you have and number of sites
Reply
West Mercia Police holds the requested information. Please see below:-
- Please confirm which telephony system(s) you currently have in place? example- Avaya/ Mitel/ Unify
- Unify
- Please confirm value of the initial project and value of annual support/maintenance services (in £)?
- £1.4 million and annual maintenance is £198k (support and maintenance including lines)
- When is your contract renewal date? (date/ month/ year)
- 01/03/2027
- Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
- Unify Openscape Contact Centre for majority of the business
- When was the installation date of your contact centre infrastructure?
- Summer 2017
- Who maintains your contact centre system(s)?
- Virgin Media Business/Atos
- Number of contact centre users?
- 300 users
- Please confirm value of the initial project and value of annual support/maintenance services (in £)?
- Included in above figure as part of service
- When is your contract renewal date? (date/ month/ year)
- 01/03/2027
- Do you use Unified Communications or Collaboration tools such as Microsoft Teams/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?
- Yes Microsoft Teams
- What is the go-to market- How are the above technologies/ services procured?
- Telephony - Procured RM3808 Network Services 2 Crown Commercial Services Framework. Microsoft Teams is framework schedule 6 Crown Commercial Services Framework
- Who is responsible for Telephony, contact centre and the command & control centre?
- Head of OCC
- Which system do you have for your command-and-control centre?
- SAAB Safe
- Who maintains this for you?
- SAAB
- How many users do you have?
- 450
- What was the initial project cost and the annual support/ maintenance service?
- Initial cost £1.426 million. Yearly support and maintenance £807,250
- When is the contract renewal date for your CAD and ICCS? (date/ month/ year)
- 01/09/2027, however contract does have a 3 year extension option to 2030.
- Which system do you have for your call recording system?
- SAAB Safe solution is recorded using NICE call recording and delivered as part of the SAAB Safe contract.
- Who maintains this for you?
- SAAB
- How many ICCS positions do you have and number of sites
- SAAB Safe Allows any position to be an ICCS position so 240 positions available over 3 sites