1. contact centre contract(s)
2. inbound network services contract (s)
We do not have a contact Centre in IT, we have an in house helpdesk.
The first part of my request relates to contact centre service contracts which could relate to one of the following:
1. Advanced call distribution to control the flow of calls and maximise customer experience
2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram
3. 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.
Answers for 1-3. N/A, as answer above to Question 1.
Please send me the following information for each provider:
4.Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
5.Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
6.Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please
also include any contract extensions.
7. Contract Expiry: For each supplier, please state the date of when the contract expires.
8.Contract Review: For each supplier, please state the date of when the contract will be reviewed.
9.Contract Description: For each supplier, please state a brief description of the services provided of the overall
contract.
Answers for 4-9. N/A, as answer above to Question 1.
10. 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.
The Trust does not supply details of members of staff unless they are already in the public domain. Contact details are also not provided unless these are public.
Structures for divisions are located on the Corporate Governance page of the Trust website
https://elht.nhs.uk/about-us/corporate-publications-annual-reports-and-accounts
Information relating to the board, including email address is on the Trust board page
https://elht.nhs.uk/about-us/trust-board
11. Number of Agents; please provide me with the total number of contact centre agents;
12.Number of Sites; please can you provide me with the number of sites the contact centre covers.
13.Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
14.Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
15. Number of email users: Approximate number of email users across the organisations.
Answer for Questions 11-15. N/A, as answer above to Question 1.
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 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.
We manage our own phone and network services.
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.
The Trust does not supply details of members of staff unless they are already in the public domain. Contact details are also not provided unless these are public.
Structures for divisions are located on the Corporate Governance page of the Trust website
https://elht.nhs.uk/about-us/corporate-publications-annual-reports-and-accounts
Information relating to the board, including email address is on the Trust board page
https://elht.nhs.uk/about-us/trust-board
