Freedom of information response

Communications and services

Publication date: 
Thursday 16 July 2020
Request: 

Please confirm the manufacturer of your telephony system(s) that are currently in place? 
When was the installation date of your telephony equipment?
Who maintains your telephony system(s)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
Does your annual maintenance service include moves, adds and changes? And if not what is the annual cost of moves, adds and changes?
When is your contract renewal date?
Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Teams/Cisco/Avaya/Mitel? If yes, what tools are you currently using?

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)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
How many contact centre employees/agents do you have?
Do agents work from home? Or just your offices?
When is your contract renewal date?
Do you use a CRM in the contact centre? What platform is used?
Do you use a knowledge base / knowledge management platform? What platform is used?

Who currently provides your calls and lines?
What is your current annual spend on calls and lines?
When is your contract renewal date?
Who provides your wide area network? How many sites are connected?

How many employees do you have overall within your organisation?
Can you provide contact details for your procurement lead / category manager for these services? 
Can you provide names and contact details for the following people within your organisation? 
CIO / IT Director 
Head of IT 
Head of Digital Transformation
Head of Customer services 

Response: 

Mitel 3300
November 2013
Britannic
Annual Support costs are: £45K PA

Yes
30/11/2021
Yes - MS Teams

Mitel
2017
Brittanic
Covered within support costs of telephony system.
75
They are currently working from home but usually work in office.
30/11/2021
Oracle
No

Calls Gamma. Lines included in data lines.
£23K (Excluding inbound), and lines which are data lines.
November 21.
Capita, approximately 100.

Approximately 2,400
Refusal S40 (See below)
Refusal S40 (See below)
Refusal S40 (See below)
Refusal S40 (See below)
Refusal S40 (See below)
Refusal S40 (See below))

Unfortunately we are unable to provide in full the information you have requested.  We do hold the information but an absolute exemption applies. Personal Information (Section 40,2)

Personal data of any other person (third party data) is exempt under section 40(2) if disclosure would breach one of the data protection principles. This aspect of Section 40 is an Absolute Exemption and is therefore not subject to the Public Interest Test.

The names of officers working for the Council is personal data specific to them. It is therefore subject to the provisions of the Data Protection Act. Information can be withheld if its disclosure would be likely to breach one or more of the Principles of the Data Protection Act. There is no prior expectation on the part of team Managers (or other officers working below the level of Director) that their names and job titles / positions would be published into the wider public domain under FOI. A disclosure made under FOI constitutes a publication to the world at large. We believe that to disclose this would be likely to breach the first Principle of the Data Protection Act by unfairly contravening their right to privacy and confidentiality in the work place.

However, in the interests of transparency we are able to share details relating to senior officers (Director  level and above). For these officers, there is already a greater expectation of openness about their role given their level of accountability for service provision and budgetary decision making.

For your information please see the below link which outlines staff details of Director and above:

https://www.thurrock.gov.uk/chief-executive-directors-and-services

You are free to use any information supplied to you for your own use, including non-commercial research purposes. However, any other type of re-use, for example, by publishing the information or issuing copies to the public will require the permission of the copyright owner.

Where the copyright is owned by Thurrock Council, you must apply to the Council to re-use the information. Please email information.matters@thurrock.gov.uk if you wish to re-use the information you have been supplied. For information where the copyright is owned by another person or organisation, you must apply to the copyright owner to obtain their permission.

Request reference:
FOI 10059