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Contracts > Contact Centre / Telephony Provision

Freedom of Information request Contact Centre / Telephony Provision

Response published: 16 September 2026
Contracts | IT | What Do They Know

FOI Request

Dear Gloucestershire Health and Care NHS Foundation Trust, Under the Freedom of Information Act 2000, I am requesting the following information relating to the contact centre and telephony systems used to support your trust's crisis line and/or Single Point of Access (SPA) service: The name of the supplier(s) providing your contact centre / telephony platform for these services. The start date and end date (or renewal date) of the current contract with this supplier. Whether the contract includes any extension options, and if so, the length and terms of those extensions. The number of mental health advisors (or equivalent call-handling staff) licensed to use the contact centre system. The number of concurrent users the system is licensed for, if this differs from the total number of advisors. The estimated annual cost of this contract (or total contract value, if annual figures are not held). Please number your responses to match the questions above. For clarity, this request relates specifically to the contact centre / call handling technology used to manage incoming calls to your crisis line or SPA , not to clinical or case management systems used after a call has been triaged. Yours faithfully,

FOI Response

Freedom of Information Request – Ref: FOI 262-2026

Thank you for your recent Freedom of Information request. Please find our response below.

You asked:

The name of the supplier(s) providing your contact centre / telephony platform for these services.

Our response:

Maintel.

You asked:

The start date and end date (or renewal date) of the current contract with this supplier.

Our response:

April 2026 to March 2029.

You asked:

Whether the contract includes any extension options, and if so, the length and terms of those extensions.

Our response:

Two plus one year extension options available.

You asked:

The number of mental health advisors (or equivalent call-handling staff) licensed to use the contact centre system.

Our response:

Twenty.

You asked:

The number of concurrent users the system is licensed for, if this differs from the total number of advisors.

Our response:

Twenty.

You asked:

The estimated annual cost of this contract (or total contract value, if annual figures are not held).

Our response:

£165k as part of an organisation wide telephony services and platform contract.

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.