Freedom of Information Request – Ref: 232-2024
Thank you for your recent Freedom of Information request. Please find our response below.
You asked:
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
Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
Our response:
Maintel provides the Trust with telephony services used by our service contact centres, including monitoring tools. These contact centres do not use email or live chat interactions.
You asked:
Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
Our response:
£145k annually for the provision of all telephony services used within the Trust.
You asked:
Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
Our response:
3+1+1 Years
You asked:
Contract Expiry: For each supplier, please state the date of when the contract expires.
Our response:
30/03/2026
You asked:
Contract Review: For each supplier, please state the date of when the contract will be reviewed.
Our response:
30/09/2025
You asked:
Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
Our response:
Provision of a complete cloud-hosted managed Mitel solution, including Mitel Contact Centre.
You asked:
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.
Our response:
Head of IT Operations
You asked:
Number of Agents; please provide me with the total number of contact centre agents;
Our response:
133 ACD ac
You asked:
Number of Sites; please can you provide me with the number of sites the contact centre covers.
Our response:
The different service contact centres are spread across 10 of the Trust sites. The IT Service Desk contact centre covers all Trust sites; the clinical service contact centres support Gloucestershire care.
You asked:
Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
Our response:
Mitel
You asked:
Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
Our response:
We use an Exchange hybrid – Microsoft Exchange Server 2019 and Microsoft Exchange Online.
You asked:
Number of email users: Approximate number of email users across the organisations.
Our response:
Approximately 6,000 email users.
You asked:
The second part of my request relates to the use inbound network services contracts which could relate to one of the following:
- 0800, 0845, 0870, 0844, 0300 number
- Routing of calls
- Caller Identifier
- Caller Profile- linking caller details with caller records
- Interactive voice response (IVR)
For a contract relating to the above please can you provide me with?
Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
Our response:
Maintel
You asked:
Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
Our response:
£145k annually for the provision of all telephony services used within the Trust.
You asked:
Contract Expiry: For each supplier, please state the date of when the contract expires.
Our response:
30/03/2026
You asked:
Contract Review: For each supplier, please state the date of when the contract will be reviewed.
Our response:
30/09/2025
You asked:
Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
Our response:
Provision of a complete cloud-hosted managed Mitel solution, including Mitel Contact Centre.
You asked:
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.
Our response:
Head of IT Operations
Next steps:
Should you have any queries in relation to our response, please do not hesitate to contact us. If you are unhappy with the response you have received in relation to your request and wish to ask us to review our response, you should write to:
Louise Moss
Head of Legal Services / Associate Director of Corporate Governance
c/o Gloucestershire Health and Care NHS Foundation Trust
Edward Jenner Court
1010 Pioneer Avenue
Gloucester Business Park
Brockworth, GL3 4AW
E-mail: louise.moss@ghc.nhs.uk
If you are not content with the outcome of any review, you may apply directly to the Information Commissioner’s Office (ICO) for further advice/guidance. Generally, the ICO will not consider your case unless you have exhausted your enquiries with the Trust which should include considering the use of the Trust’s formal complaints procedure. The ICO can be contacted at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.