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Staffordshire Fire & Rescue Service - Preventing, Protecting, Responding

Contact centre contracts

Reference No: 048/2015
Request Date: 30/04/2015

Request


PART 1- Contact Centre Contact(s)

  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) spend 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.

PART 2 - Inbound Network Services

  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) spend 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.

Response


PART 1- Contact Centre Contact(s)

  1. Information not held. Staffordshire Fire & Rescue Service do not run a contact centre. There is a shared service for Fire Control and Home Fire Risk Check referalls which is managed by West Midlands Fire Service. If you wish to submit a Freedom of Information request please email: datamanager@wmfs.net
  2. information not held.
  3. Information not held
  4. Information not held
  5. Information not held
  6. Information not held
  7. Information not held
  8. Information not held
  9. Information not held
  10. Information not held
  11. Information not held
  12. Information not held

PART 2 – Inbound Network Services

  1. Kcom
  2. £25k
  3. rolling
  4. rolling
  5. lines/non geographical inbound/outbound call spend
  6. Mr M Adams Head of ICT, 01785 898871 m.adams@staffordshirefire.gov.uk (see exemption under section 11 below)

Please note that the person named in point 4 (18) above wishes to exercise their individual rights under Section 11 of the Data Protection Act 1998 (DPA) and under the Privacy and Electronic Communications (EC Directive) Regulations 2003 (PECR) not to receive direct marketing. As such any form of marketing approach made to this person will constitute a breach of either the DPA or PERCR. Any such approach will be reported to the Information Commissioners Office for them to take to the appropriate regulatory action.