FOI release

SIA contact centre and network services contracts

Published 25 March 2022

© Crown copyright 2022

This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.

Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.

This publication is available at https://www.gov.uk/government/publications/sia-contact-centre-and-network-services-contracts/sia-contact-centre-and-network-services-contracts

1. Request

1.1 Part 1

In regards to your 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) spend 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 within 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 (for example: January to March, April, June). This can be based upon the number of calls. Your provider may be able to tell you quicker.
  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 organisation.

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

1.2 Part 2

The second part of my request relates to the use of inbound network services contracts, which could relate to one of the following:

  1. 0800, 0845, 0870, 0844, 0300 numbers
  2. Routing of calls
  3. Caller identifier
  4. Caller profile - linking caller details with caller records
  5. Interactive voice response (IVR)

For contracts relating to the above please provide me with the following:

  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.

2. Response

I confirm that the SIA holds the information that you have requested.

In respect of part 1 (relating to call centres), I confirm that the SIA does not have a call centre or contact centre and therefore the responses to questions 1 – 10 in that section are “not applicable”. In respect of questions 11 and 12 the responses are below:

  1. The SIA uses Exchange online
  2. Approximately 280 email users

As requested details of the responses to questions in respect of inbound network service contracts can be found in the attached spreadsheet.

[Reference - FOI 0331]

Back to top