Thank you for your request for information about the following:

1. Do you use a tool for live chat/ web chat?
2. If so, which supplier do you use for this tool?
3. How much do you spend annually on a live chat/ web chat tool?
4. Which month & year does your contract with your supplier end?
5. Who is the budget holder for this contract?

Your request was received on 27 March 2024 and I am dealing with it under the terms of the Freedom of Information Act 2000.

Response

Question 1

We do not use dedicated tool for Live Chat at present. Our Communications and Marketing System is a Software as a Service (SaaS) which includes elements of live chat.

Question 2

Our Communications and Marketing system is Orlo.

Question 3

I am writing to advise you that following a search of our paper and electronic records, I have established that the information you requested is not held by the NHS Business Services Authority.

The live chat element forms part of the overall cost, but there is no cost specifically for live chat.

Question 4

November 2024.

Question 5

Marketing and Communications department.

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