Request

Please could you help with answering the following questions.

• Can you describe what Contact Centre licenses you currently hold and the quantity of each?

• What are the annual costs of those licenses including support?

• What is the renewal date for those licenses?

Response

I can confirm that the NHSBSA holds the information you have requested.

Contact Centre Licences

Capita AWS contract, providing Contact Centre Platform Services

Can you describe what Contact Centre licenses you currently hold and the quantity of each?

Our current contract is with Capita Business Services and the solution they provide to deliver these services is AWS Connect; this solution is made up of various sub applications which are not charged using a licence model but a utilisation cost model.

What are the annual costs of those licenses including support?

Again, we do not pay licence charges for this contract and support is included in the unit cost rate per application. However, the annual value of the contract per annum is £1,109,514.

What is the renewal date for those licenses?

The initial period of the contract ends on the 18th of April 2027, and this includes two 12-month options to extend.

Workforce Manager

Can you describe what Contact Centre licenses you currently hold and the quantity of each?

Workforce Manager - Workforce Manager and operations Manager with Front and Back Office functionality.

This is a workflow system which provides a more efficient service by automating prioritisation, allocation and re-balancing of workloads.

We currently have a total of 3,900 licences.

What are the annual costs of those licenses including support?

£760,000.00

What is the renewal date for those licenses?

30th of July 2026

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