Freedom of Information Request – Ref: 265-2024
Thank you for your recent Freedom of Information request. Please find our response below.
You asked:
1. Please confirm the manufacturer of your contact Centre system(s) that are currently in place?
Our response:
Mitel
You asked:
2. How many contact centre agents do you have?
Our response:
133 Active Contact Centre Agents
You asked:
3. Please confirm when your contact centre contract runs out?
Our response:
30/03/2026
You asked:
4. Please confirm which channels you are using today (I.E. voice, web chat, social media direct messaging, SMS, email, WhatsApp)?
Our response:
Voice
You asked:
5. How many standard telephone users do you have, what system do they run on and when does the contract run out?
Our response:
4000 Active Extensions, operating on a Cloud Hosted Mitel environment, up for renewal following the initial 3 years of a 3+1+1 contract on 30th March 2026.
You asked:
6. Who in your organization is ultimately responsible for the contact centre system? – Please provide the job title at least.
Our response:
Head of IT Operations
You asked:
7. What clinical system do you use?
Our response:
SystmOne, RiO, IAPTus, Lillie, SOEL
You asked:
8. What is the name of the 3rd party that provides maintenance / support your contact centre system(s)?
Our response:
Maintel
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.