Freedom of Information Request – Ref: FOI 170-2025
Thank you for your recent Freedom of Information request. Please find our response below.
I wish to submit to the organisation a Freedom of Information request relating to the organisation’s ICT contracts, specifically around:
- Contact centre contract(s)
- 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:
- Advanced call distribution to control the flow of calls and maximise customer experience
- Email, website live chat and integrations with popular social media apps like Facebook and Instagram
- 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:
You asked:
1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
Our response:
Maintel
You asked:
2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
Our response:
£450,000
You asked:
3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
Our response:
Start date: March 2023
End date: March 2026
Contract extension: 2 years
You asked:
4. Contract Expiry: For each supplier, please state the date of when the contract expires.
Our response:
March 2026
You asked:
5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
Our response:
March 2026
You asked:
6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
Our response:
Telephony/Communication Services. It is a cloud telephony system that services the Trust.
You asked:
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.
Our response:
Jason Hillman – Head of Clinical Systems
0300 421 8100
clinicalsystems.halo@ghc.nhs.uk
Having carried out a public interest test, we apply the exemption, S(2) 36 – prejudice to effective conduct of public affairs.
You asked:
8. Number of agents; please provide me with the total number of contact centre agents.
Our response:
140 agents
You asked:
9. Number of sites; please can you provide me with the number of sites the contact centre covers.
Our response:
8 sites
You asked:
10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
Our response:
Mitel
You asked:
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
Our response:
We do not use Microsoft Exchange 2003, we use Microsoft Exchange 2019 and Exchange Online with Office 365 in a Hybrid configuration.
You asked:
12. Number of email users:
Our response:
Approximate number of email users across the organisation: 5,500 – 6,000
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?
You asked:
13. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
Our response:
Maintel
You asked:
14. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier.
Our response:
£450,000
You asked:
15. Contract Expiry: For each supplier, please state the date of when the contract expires.
Our response:
March 2026
You asked:
16. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
Our response:
March 2026
You asked:
17. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
Our response:
Telephony/Communication Services. It is a cloud telephony system that services the Trust.
You asked:
18. 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:
Jason Hillman – Head of Clinical Systems
0300 421 8100
clinicalsystems.halo@ghc.nhs.uk
Having carried out a public interest test, we apply the exemption, S(2) 36 – prejudice to effective conduct of public affairs.
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.