Thank you for your request for information about the following:

Contract 1 - contact centre/call centre contracts

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: the annual average (over 3 years) spends for each supplier

3. Contract Expiry: the date of when the contract expires.

4. Contract Review: the date of when the contract will be reviewed.

5. Contract Description: a brief description of the services provided of the overall contract.

6. Contact Details: 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.

7. Number of Agents; please provide me with the total number of contact centre agents.

8. Number of Sites; please can you provide me with the number of sites the contact centre covers.

9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

10. Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g., JAN-MAR, APR, JUNE.

11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?

12. Number of email users: Approximate number of email users across the organisations.

Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres.

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 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: the annual average (over 3 years) spends for each supplier

3. Contract Expiry: the date of when the contract expires.

4. Contract Review: the date of when the contract will be reviewed.

5. Contract Description: a brief description of the services provided of the overall contract.

6. Contact Details: 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.

Your request was received on 11th November 2022 and has been dealt with under the terms of the Freedom of Information Act 2000.

Response

Please accept my sincerest apologies for the delay in this response. This was due to an administrative error. The NHSBSA takes its responsibility to respond to FOI requests within the required timescales seriously and unfortunately on this occasion we have not been able to do so.

A copy of the information is attached.

Incumbent Supplier

There is only one Contract and one Supplier who provides us a Telephony Solution used by the Contact Centre Services. The Contract is; The Corporate Telephony Contract and provided by Nasstar (CGI UK Ltd).

Annual Average Spend

The Annual Spend is £1.7M in each of the last 3 years for the Corporate Telephony Contract with Nasstar Workplaces.

Contract Expiry

The Contract expires on the 28th September 2023.

Contract Review

We have recently released a procurement opportunity to purchase our first end to end Contact Centre Services Platform. The procurement has been released via the Network Services 2 Framework.

Contract Description

The current Corporate Telephony Contract provides, IP Telephony, Non-Geographic Numbers and Unified Comms.

Contact Details

Saima Wahid, s.wahid@nhs.net

Please note that Saima Wahid does not consent to her contact details being used for the purposes of direct marketing.

Number of Agents

600 Agents

Number of Sites

3 Sites

Manufacturer of the contact centre

Nasstar Workplaces

Busy Periods

We are unable to provide this information as we are currently out to the market for these services.

Do you use Microsoft Exchange 2003 as your email server?

No, we use NHS mail.

Number of email users

Approx 3,800 email users based on staff head count. This number is subject to change as staff leave/join the organisation.

Further comments

As per the above information already provided.

Inbound network services contracts

The above answers also answer the questions for this section of your request.

If you have any queries regarding the data provided, or if you plan on publishing the data, please contact nhsbsa.foirequests@nhs.net 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 nhsbsa.communicationsteam@nhs.net. 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.