Thank you for your request for information about the following:

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- 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.

Please can you acknowledge my request so that I know that the request is being dealt with. If you have any questions or queries in relation to this request, please send me an email and I will respond accordingly. Also, I would appreciate it if the contract information was included within a spreadsheet.

Your request was received on 23 October 2023 and I am dealing with it under the terms of the Freedom of Information Act 2000.

Response

The below information is also attached in a spreadsheet as requested.

Question 1

Part 1: The Contact Centre Services related contract has recently been awarded to: Capita Business Services Ltd.

Part 2: The Inbound Network Services Contract is with: Virgin Media Business Services Ltd.

Question 2

Part 1: The value of the Contact Centre Platform Services Contract is: £5,090,000.00

Part 2: The value of the Network Services Contract is: £4,603,061.00

Question 3

Part 1: The duration of the Contact Centre Platform Services contract is 4 years with two 12 month options to extend - the initial period expires on 18th April 2027.

Part 2: The duration of the Network Services Contract is 4 years with an option to extend for further two 12-month periods.

Question 4

Part 1: The Contact Centre Contract initial period expires on 18th April 2027.

Part 2: The Inbound Network Services Contract expires on 24th September 2025.

Question 5

Part 1: The Contact Centre Contract will be reviewed From April 2026.

Part 2: The Inbound Network Services Contract will be reviewed from April 2024.

Question 6

Part 1: The Contact Centre Platform services contract is to Transition and Transform all Customer Contact Centre Platforms and provide an Omni Channel solution.

Part 2: The Inbound Network Services Contract provides all Network Connectivity across the BSA estate, including an end to end WAN and LAN service.

Question 7

Part 1: The Contact Centre Contract Manager is Saima Wahid - commercialservicesteamsdl@nhsbsa.nhs.net

Part 2: The Inbound Network Services Contract Manager is Agbomeire Ikhaobomeh - commercialservicesteamsdl@nhsbsa.nhs.net

Question 8

Contact Centre Services employs a total of 699 agents (657FTE).

Question 9

Two sites (Hesketh House, Fleetwood and Bridge House, Newcastle)

Question 11

The current product is Cisco and via the Capita Contract we are transitioning to AWS Connect.

Question 11

Microsoft Office 365, in an Azure Environment.

Question 12

5000 plus users across the organisation.

Inbound Network Services

All of the above is covered under the new Contact Centre Platform Services Contract

Contracts relating to Inbound Network Services

As above all of these services are included in the Contact Centre Platform services contract with Capita Business Services Ltd and your questions below have been answered above.

Data Queries

If you have any queries regarding the data provided, or if you plan on publishing the data please contact foirequests@nhsbsa.nhs.uk ensuring you quote the above reference. This is important to ensure that the figures are not misunderstood or misrepresented.

If you plan on producing a press or broadcast story based upon the data please contact communicationsteam@nhsbsa.nhs.uk This is important to ensure that the figures are not misunderstood or misrepresented.

The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and is subject to NHSBSA copyright. This information is licenced under the terms of the Open Government Licence detailed at: http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

Should you wish to re-use the information you must include the following statement: “NHSBSA Copyright 2023” This information is licenced under the terms of the Open Government Licence:

http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

Failure to do so is a breach of the terms of the licence.

Information you receive which is not subject to NHSBSA Copyright continues to be protected by the copyright of the person, or organisation, from which the information originated. Please obtain their permission before reproducing any third party (non NHSBSA Copyright) information.