Freedom of Information Request – Ref: 326-2025
Thank you for your recent Freedom of Information request. Please find our response below.
You asked:
1.Contact Centre
1a. Do you have a customer/ citizen facing contact centre?
Our response:
Yes
You asked:
1b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
Our response:
We employ and manage our own agents
You asked
1c. How many contact centre agents do you have?
Our response:
133
You asked:
1d. Do agents work from home? Or just your offices?
Our response:
It is a mixture, depends on the sensitivity of the contact centre; but predominantly the agents work from our offices.
You asked:
1e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
Our response:
Mitel [Maintel supplier, Mitel manufacturer]
You asked:
1f. When is your contract renewal date?
Our response:
30/03/26
You asked:
1g. Who maintains your contact centre system(s)?
Our response:
Maintel
You asked:
2. CRM
2a. Do you use a CRM in the contact centre? What platform is used?
Our response:
No
You asked:
2b. Do you use the same CRM for the rest of the organisation? What platform is used?
Our response:
Not applicable
You asked:
2c. Do you use a knowledge base / knowledge management platform? What platform is used?
Our response:
Yes, for IT guidance we use SharePoint hosted
For Interact intranet hosts we use the wider Trust guidances and policies.
You asked:
3. AI & Automation
3a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
Our response:
No
You asked:
3b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Our response:
No
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.