Freedom of Information Request – Ref: FOI 191-2026
Thank you for your recent Freedom of Information request. Please find our response below.
You asked:
SECTION 1 — TELEPHONY INFRASTRUCTURE
1.1 What telephony system(s) does Gloucestershire Health and Care NHS FT currently use for inbound and outbound calls?
Please provide:
(a) Vendor / manufacturer name
Our response:
Mitel.
You asked:
(b) Product / platform name (e.g. Cisco Unified Communications Manager, Avaya Aura, Mitel MiVoice, Microsoft Teams Direct Routing, 8×8, RingCentral, Gamma, BT Cloud Voice)
Our response:
Mitel MiVoice.
You asked:
(c) Version or generation currently in use
Our response:
MiVoice Business Version 10.3.0.16.
You asked:
1.2 Is your telephony system:
(a) On-premise (hosted within your own data centre or server rooms)
Our response:
No.
You asked:
(b) Cloud-based / hosted (vendor or third-party managed)
Our response:
Yes.
You asked:
(c) Hybrid (combination of on-premise and cloud)
Our response:
No.
You asked:
1.3 Approximately how many telephone lines and/or DDI (Direct Dial-In) numbers does Gloucestershire Health and Care NHS FT currently operate?
Our response:
3000.
You asked:
1.4 When was your current telephony system first installed or last substantially upgraded?
Our response:
2023.
You asked:
SECTION 2 — CONTACT CENTRE / PATIENT ACCESS
2.1 Does Gloucestershire Health and Care NHS FT operate a dedicated contact centre, patient access centre, or centralised switchboard function?
If yes, please provide:
(a) Name or primary function of the contact centre / access centre
Our response:
Various across the Trust using Mitel Contact Centre, such as our Crisis / 111 Mental Health service.
You asked:
(b) Communication channels currently supported (e.g. voice/telephone, email, webchat, SMS, social media, video)
Our response:
Voice / Telephony only in our Mitel Contact Centre environments; many services offer an email route, and a large portion operate a video appointments system through Attend Anywhere.
You asked:
(c) Contact centre platform or software used to manage queuing, routing, and agent interactions (e.g. Cisco UCCE / UCCX, Avaya Contact Centre, Genesys Cloud, NICE CXone / inContact, Amazon Connect, Salesforce Service Cloud, Freshdesk, Puzzel, Content Guru)
Our response:
Mitel contact centre.
You asked:
2.2 How many contact centre agent seats or licences does Gloucestershire Health and Care NHS FT currently hold?
Our response:
136.
You asked:
2.3 What is the approximate annual inbound call volume handled by your contact centre or switchboard?
Our response:
180.
You asked:
2.4 Does your organisation use an Interactive Voice Response (IVR) or automated call routing system? If yes, please provide the vendor and product name.
Our response:
Yes, Mitel IVR Routing.
You asked:
SECTION 3 — SUPPORT AND MAINTENANCE CONTRACTS
3.1 Who provides support and maintenance for your telephony and/or contact centre system(s)?
Please provide (for each system if more than one):
(a) Name of the support provider (vendor direct support or third-party maintenance organisation)
Our response:
External supplier.
You asked:
(b) Type of coverage (vendor support, third-party maintenance, or both)
Our response:
Both.
You asked:
(c) Approximate annual value of the support / maintenance contract
Our response:
£160,000.
You asked:
(d) Contract start date and expiry / renewal date
Our response:
Start Date: March 2026
End Date: March 2029
You asked:
3.2 Are any significant telephony or contact centre contracts (including licences, maintenance, or managed service agreements) due for renewal within the next 24 months? If yes, please provide the contract category and approximate renewal date (full commercial detail is not required).
Our response:
No.
You asked:
3.3 What procurement framework(s) did Gloucestershire Health and Care NHS FT use to procure its current telephony or contact centre solution(s)? (e.g. Crown Commercial Service (CCS) RM6116, NHS Shared Business Services, G-Cloud, Tech Products 4, direct award, competitive tender)
Our response:
RM3808.
You asked:
SECTION 4 — STAFFING
4.1 How many whole-time equivalent (WTE) staff are directly employed by Gloucestershire Health and Care NHS FT in contact centre, patient access centre, or switchboard roles?
Our response:
Unable to provide WTE as staff have dual roles.
You asked:
4.2 Please provide a breakdown of contact centre / switchboard staff by job role or Agenda for Change (AfC) band (or equivalent). Specific names of individuals are not required; job title or band is sufficient.
Our response:
Unable to provide breakdown as staff have dual roles.
You asked:
4.3 Does Gloucestershire Health and Care NHS FT use any outsourced or third-party contact centre agents or managed service operators?
If yes, please provide:
(a) Approximate number of outsourced agent seats or FTEs
Our response:
No, not applicable.
You asked:
(b) Name of the outsourced provider
Our response:
Not applicable.
You asked:
(c) Approximate annual cost of the outsourced arrangement
Our response:
Not applicable.
You asked:
4.4 Does Gloucestershire Health and Care NHS FT have a named senior role responsible for contact centre or patient access operations? (e.g. Head of Contact Centre, Head of Patient Access, Director of Operations — name of individual not required, role title only)
Our response:
No.
You asked:
SECTION 5 — FUTURE PLANS
5.1 Is Gloucestershire Health and Care NHS FT currently planning, evaluating, or actively procuring a replacement or substantial upgrade to its telephony or contact centre system within the next 24 months? If yes, please state the anticipated timeline and scope (e.g. full platform replacement, cloud migration, additional channel capability).
Our response:
No.
You asked:
5.2 Has Gloucestershire Health and Care NHS FT completed or commissioned any review, business case, or digital roadmap covering telephony or contact centre transformation in the last two years?
Our response:
Yes.
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.moss20@nhs.net
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.