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IT

HSCN and Connectivity

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1. HSCN connectivity (Health and Social Care Network)

a. Please can advise who is the existing supplier
b. Contract end dates
c. Total contract value
d. Which framework this was purchased under
e. Name of the contact responsible for this

2. Software Defined WAN (SDWAN)

a. Please can advise who is the existing supplier
b. Contract end dates
c. Total contract value
d. Which framework this was purchased under
e. Name of the contact responsible for this

3. Local Area Network (LAN)

a. Please can advise who is the existing supplier
b. Contract end dates
c. Total contract value
d. Which framework this was purchased under
e. Name of the contact responsible for this

4. Wireless Access (WIFI)

a. Please can advise who is the existing supplier
b. Contract end dates
c. Total contract value
d. Which framework this was purchased under
e. Name of the contact responsible for this

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Current and Future Plans for IT Service delivery Models

I am writing under the Freedom of Information Act 2000 to request information about Gloucestershire Health and Care NHS Trust’s current and future plans for IT service delivery models. I believe this request is in the public interest as it promotes transparency in how public sector bodies manage and procure IT services, ensuring accountability and value for taxpayers.

Specifically, I am seeking information that would help me understand the strategic direction and considerations regarding outsourcing, in-sourcing, multi-sourcing, or optimising existing contracts.

Please provide the following information where available:
• Current IT Service Model – Is your IT delivery primarily in-house, outsourced, or a hybrid approach, and if not delivered in-house, who provides this service?
• Major IT Contracts – Key details of significant IT service contracts (including scope, value, end date and any options for extension or renegotiation).
• Future IT Plans – Any strategic plans or considerations for changing IT delivery models (e.g., outsourcing, in-sourcing, multi-sourcing).

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265-2024

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1) Please confirm the manufacturer of your contact Centre system(s) that are currently in place?

2) How many contact center agents do you have?

3)Please confirm when your contact center contract runs out?

4) Please confirm which channels you are using today (I.E. voice, web chat, social media direct messaging, SMS, email, WhatsApp)?

5) How many standard telephone users do you have, what system do they run on and when does the contract run out?

6) Who in your organization is ultimately responsible for the contact center system? – Please provide the job title at least.

7) What clinical system do you use to?

8)What is the name of the 3rd party that provides maintenance / support your contact center system(s)?

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232-2024

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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

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)

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.

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225-2024

Please could you answer the following:
1. Is your NHS organisation currently using any software/apps that include artificial intelligence (AI)?
If answer to Q1 is yes:
2. Please provide a list of any AI-based software that is currently in use within your organisation. Please include the brand name of the software and the name of the company that sells it.

3. For each of the AI-based software products currently in use, please state whether:

a. it is only being used within the context of a research study or pilot project OR

b. is has been purchased/commissioned by your organisation for routine use.

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177-2024

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Do you have a disaster recovery strategy/business continuity plan?
For each device detailed below please provide the requested information
Does your trust have a hosting supplier?
Does your trust use a data warehouse?
Does your trust have a service desk?
Does your trust use a help desk?

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