Saturday 21 December 2024
Internal Reference Number: FOI_6892
Date Request Received: 25/11/2022 00:00:00
Date Request Replied To: 14/12/2022 00:00:00
This response was sent via: By Email
Request Summary: Contact Center
Request Category: Private Individuals
| Question Number 1: Please provide information relating to the organisation’s ICT contracts around: Contact centre contract(s) Contact centre service contracts which could relate to one of the following: - Advanced call distribution to control the flow of calls and maximise customer experience - Email, website live chat and integrations with popular social media apps like Facebook and Instagram - 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. | |
| Answer To Question 1: 1. Incumbent Supplier: Netcall 2. Annual Average Spend: £6499 ex. VAT Average Annual Spend 3. Contract Duration: Annual rolling renewal 4. Contract Expiry: 11/01/2024 5. Contract Review: Annual - September 2023 6. Contract Description: Solutioncare Service and Support 7. Contact Details: Jon Burwell, Chief Information Officer, jon.burwell@nhs.net, 01722 336262 8. Number of Agents: c.80 9. Number of Sites: 1 10. Manufacturer of the contact centre: Netcall 11. Do you use Microsoft Exchange 2003 as your email server? NHSMail 12. Number of email users: 4500 | |
| Question Number 2: Please provide information relating to the organisation’s ICT contracts around: Inbound network services contract (s) 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 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. | |
| Answer To Question 2: 1. Incumbent Supplier: Southern Comms (note we will be unable to split out costs for these specific areas from the overall Southern Comms contract). 2. Annual Average Spend: £120,600 ex. VAT average spend 3. Contract Expiry: 19/01/2025 4. Contract Review: Annual 5. Contract Description: Purchase of Telecommunciations, hardware (VOIP) and maintenance 6. Contact Details: Ian Robinson, Head of Facilities | |
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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.
