FI15350
Request
You may have received the same request in the past and this information sent has now expired and I require an update as soon as possible for the information below.
I wish to submit to the organisation a freedom of information request relating to the organisation’s ICT contracts, specifically around:
1. contact centre contract(s)
2. inbound network services contract (s)
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.
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.
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.
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.
Response
Contact Centre Contract(s)
- Wavenet.
- £62,400.
- Three years.
- February 2026.
- The Council does not hold this information.
- UC and VCC supplier.
- The contract is held by Thanet District Council as our Contact Centre is part of a shared service with Thanet District Council and Canterbury City Council. There is no member of staff at Dover District Council with responsibility for this contract and therefore this information is not held.
- 65 concurrent.
- Three sites.
- 8x8.
- No, MS365.
- 510 user mailboxes.
Inbound Network Services Contract(s)
- Microsoft Teams Phone System - Microsoft EA (Procured via Phoenix Software Ltd) and Teams Direct Routing - KPSN/Trustmarque.
- Microsoft Teams Phone System - Part of E5 licence cost (not itemisable) and Teams Direct Routing (inc. Cloud SBC, 1,060,000 aggregated mins per month) - £8,460.
- Microsoft EA - September 2025 and Teams Direct Routing - May 2025
- Microsoft EA - March 2025 and Teams Direct Routing - January 2025
- Microsoft EA - Microsoft 365 E5 licences (Teams Phone system included to enable calling/queues/IVR) and Teams Direct Routing - Cloud SBC to enable phone calls from Teams clients, includes 530 users and 2000 mins per user per month (aggregated).
- The information you have requested is exempt from disclosure under Section 40(2) of the Freedom of Information Act as the Council considers the names and contact details of individual members of staff to be personal data. The names of staff working in public authorities are personal data as defined by Article 4(1) of GDPR and also Section 3 of the Data Protection Act 2018 and the release of this data would contravene the data protection principles.