Monday 20 May 2024
Internal Reference Number: FOI_6506
Date Request Received: 07/03/2022 00:00:00
Date Request Replied To: 06/04/2022 00:00:00
This response was sent via: By Email
Request Summary: Contact Centre
Request Category: Private Individuals
| Question Number 1: Contact centre/call centre contracts - Please send me the following information for each provider: Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract. | |
| Answer To Question 1: Netcall | |
| Question Number 2: Annual Average Spend: the annual average (over 3 years) spends for each supplier | |
| Answer To Question 2: £25,000 | |
| Question Number 3: Contract Expiry: the date of when the contract expires. | |
| Answer To Question 3: January 2023 | |
| Question Number 4: Contract Review: the date of when the contract will be reviewed. | |
| Answer To Question 4: October 2022 | |
| Question Number 5: Contract Description: a brief description of the services provided of the overall contract. | |
| Answer To Question 5: Omnichannel contact centre and customer engagement management | |
| Question Number 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. | |
| Answer To Question 6: Telecommunications Manager, FacilitiesManager@nhs.net. The post holder of this role is below Agenda for Change band 8a, therefore we cannot release the name. | |
| Question Number 7: Number of Agents; please provide me with the total number of contact centre agents. | |
| Answer To Question 7: Central Booking, Radiology and IT – 182 licences / agents | |
| Question Number 8: Number of Sites; please can you provide me with the number of sites the contact centre covers. | |
| Answer To Question 8: 1 - Salisbury NHS Foundation Trust | |
| Question Number 9: Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate? | |
| Answer To Question 9: Netcall | |
| Question Number 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. | |
| Answer To Question 10: No particular busy period – all areas are fairly consistent across the year | |
| Question Number 11: Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use? | |
| Answer To Question 11: Microsoft Exchange 2019 | |
| Question Number 12: Number of email users: Approximate number of email users across the organisations. | |
| Answer To Question 12: 4900 | |
| Question Number 13: The use inbound network services contracts which could relate to one of the following: - 0800, 0845, 0870, 0844, 0300 number - Routing of calls - Caller Identifier - Caller Profile- linking caller details with caller records - 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. | |
| Answer To Question 13: Not applicable | |
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Our staff at Salisbury District Hospital have long been well regarded for the quality of care and treatment they provide for our patients and for their innovation, commitment and professionalism. This has been recognised in a wide range of achievements and it is reflected in our award of NHS Foundation Trust status. This is afforded to hospitals that provide the highest standards of care.
