FOI release

Freedom of Information request on Contract 1 - contact centre/call centre contracts (FOI 22/513)

Published 1 June 2022

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FOI 22/513

Dear

Thank you for you email.

Please find below answers to the questions you have raised in blue below;

Contract 1 - contact centre/call centre contracts - N/A – The Agency does not have an outsourced contact/call centre.

Please send me the following information for each provider:

1.       Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

2.       Annual Average Spend: the annual average (over 3 years) spends for each supplier

3.       Contract Expiry: the date of when the contract expires.

4.       Contract Review: the date of when the contract will be reviewed.

5.       Contract Description: a brief description of the services provided of the overall contract.

6.       Contact Details: 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.

7.       Number of Agents; please provide me with the total number of contact centre agents.

8.       Number of Sites; please can you provide me with the number of sites the contact centre covers.

9.       Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

10.   Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g., JAN-MAR, APR, JUNE.

11.   Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?

12.   Number of email users: Approximate number of email users across the organisations.

Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres.

The second part of my request relates to the use inbound network services contracts which could relate to one of the following:

1.       0800, 0845, 0870, 0844, 0300 number –

2.       Routing of calls

3.       Caller Identifier

4.       Caller Profile- linking caller details with caller records

5.       Interactive voice response (IVR)

For contract relating to the above please can you provide me with?

  1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

Vodafone

BT

  1. Annual Average Spend: the annual average (over 3 years) spends for each supplier

Vodafone ~£60k

BT ~£20k

  1. Contract Expiry: the date of when the contract expires.

Vodafone – Jan 2023

BT- ongoing

  1. Contract Review: the date of when the contract will be reviewed.

Vodafone – Annual review (Oct 22)

BT – ongoing review

  1. Contract Description: a brief description of the services provided of the overall contract.

Vodafone - VOIP over SIP, PBX bridge including Lines & Minutes

BT – Lines & Minutes

  1. Contact Details: 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.

All contracts are managed by the Agency’s IT Commercial Management Team which can be contacted via Itcommercialmanagement@mhra.gov.uk

If you have a query about the information provided, please reply to this email

If you are dissatisfied with the handling of your request, you have the right to ask for an internal review. Internal review requests should be submitted within two months of the date you receive this response and addressed to: info@mhra.gov.uk

Please remember to quote the reference number above in any future communications.

If you were to remain dissatisfied with the outcome of the internal review, you would have the right to apply directly to the Information Commissioner for a decision. Please bear in mind that the Information Commissioner will not normally review our handling of your request unless you have first contacted us to conduct an internal review. The Information Commissioner can be contacted at:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Yours sincerely

MHRA Customer Experience Centre

Medicines and Healthcare products Regulatory Agency

10 South Colonnade, Canary Wharf, London E14 4PU Telephone 0203 080 6000

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