FOI release

SIA telephony contracts: 2024 update

Published 7 February 2024

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1. Request

Please send me the following contract information with regards to the organisation’s telephone system maintenance contract (VOIP or PBX, other) for hardware and software maintenance and support.

  1. Contract type - maintenance, managed, shared (if so, please state orgs).

  2. Existing supplier - if there is more than one supplier, please split each contract up individually.

  3. Annual average spend - the annual average spends for this contract and please provide the average spend over the past 3 years for each provider.

  4. Hardware brand - the primary hardware brand of the organisation’s telephone system.

  5. Number of telephone users.

  6. Contract duration - please include any extension periods.

  7. Contract expiry date - please provide me with the day/month/year.

  8. Contract review date - Please provide me with the day/month/year.

  9. Application(s) running on PBX/VOIP systems - applications that run on the actual PBX or VOIP system, for example Contact Centre, Communication Manager.

  10. Telephone system type: PBX, VOIP, Lync, etc.

  11. Contract description - please provide me with a brief description of the overall service provided under this contract.

  12. Go to market - how were these services procured? Please provide me with either the tender notice or the framework reference number. Please specify if procured through other routes.

  13. Contact details - of the person from within the organisation responsible for each contract. Full contact details including full name, job title, direct contact number and direct email address.

If the service support area has more than one provider for telephone maintenance, then can you please split each contract up individually for each provider.

If the contract is a managed service or is a contract that provides more than just telephone maintenance, please can you send me all the information specified above including the person from within the organisation responsible for that particular contract.

Also, if the contract is due to expire, please provide me with the likely outcome of the expiring contract.

If this is a new contract or a new supplier, please can you provide me with a short list of suppliers that bid on this service/support contract?

1.1 Systems maintained in-house

If the maintenance for telephone systems is maintained in-house, please can you provide me with:

  1. Number of telephone users

  2. Hardware brand - the primary hardware brand of the organisation’s telephone system.

  3. Application(s) running on PBX/VOIP systems - applications that run on the actual PBX or VOIP system. for example Contact Centre, Communication Manager.

  4. Contact details - of the person from within the organisation responsible for each contract. Full contact details including full name, job title, direct contact number and direct email address.

2. Response

I can confirm that the SIA does hold this information.

  1. Maintenance.

  2. MS Teams provides VOIP capability to all staff, but our dedicated telephony solution for our call centre is currently provided by Datrix (Now Wavenet).

  3. £50k per annum, subject to usage. Average 3 year spend c£150k.

  4. No physical hardware (softphone solution).

  5. For call centre solution: approximately 80.

  6. 3 years, plus current extension period (to 15 April 2024).

  7. 15 April 2024.

  8. Currently under review due to impending contract expiry date.

  9. Unify Openscape and Contact Centre.

  10. VOIP

  11. Cloud Based Telephony and IVR Service

  12. MS Teams was part of our M365 procurement

  13. sia.procurement@sia.gov.uk

Additional questions:

  • likely outcome of the contract expiring: a new contract will take its place.
  • shortlist of suppliers: this is currently under review and until we know what framework might be used to go to market, we do not know the supplier(s) that might be involved.

2.1 Systems maintained in-house

MS Teams is managed in house.

  1. See above

  2. Not applicable.

  3. MS Teams (VOIP).

  4. sia.procurement@sia.gov.uk

[Reference: FOI 0484]

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