FOI release

SIA contracts for contact centre systems and software: requested update

Updated 5 October 2023

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This publication is available at https://www.gov.uk/government/publications/sia-contracts-for-contact-centre-systems-and-software/sia-contracts-for-contact-centre-systems-and-software-requested-update

1. Request

As per my records, your contract with Datrix has expired. I would like to know whether this contract is still valid or replaced by any other supplier. If all the information besides the contract dates are the same, I am happy to just receive an update on the contract dates.

2. Response

I can confirm that the SIA does hold this information. A response to each question has been provided below in turn.

2.1 Contact centre contract(s)

  1. Incumbent supplier: Datrix
  2. Annual average spend: £66,000 per annum
  3. Contract duration: 16 April 2024
  4. Contract expiry: 16 April 2024
  5. Contract review: Quarter 3 2023, already being reviewed.
  6. Contract description: Managed telephony network solution based on a hosted cloud-based version of the Unify OpenScape platform
  7. Contact Details: Head of ICT Operations
  8. Number of agents: 36
  9. Number of sites: 1
  10. Manufacturer of the contact centre: Unify
  11. Do you use Microsoft Exchange 2003 as your email server? No – Outlook 365
  12. Number of email users: 360

2.2 Inbound network contract(s)

Inbound network services contracts which could relate to one of the following:

  • 0800, 0845, 0870, 0844, 0300 numbers: The 0300 number is in use by the SIA and is provided via the contract with BT.
  • Routing of calls: Yes
  • Caller Identifier: Yes
  • Caller Profile-linking caller details with caller records: No
  • Interactive voice response: Yes

Details of contract(s):

  1. Incumbent supplier: BT
  2. Annual average spend: We are not able to release a commercial breakdown on specific inbound network services as it is part of a larger service offering that varies from month to month based on the consumption of the service.
  3. Contract expiry: April 2024
  4. Contract review: February 2024
  5. Contract description: Broadband services and telephone lines including Smart Numbers.
  6. Contract Details: Head of ICT Operations

[Reference: FOI 0446]

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