Monday 01 December 2025
Internal Reference Number: FOI_8792
Date Request Received: 22/07/2025 00:00:00
Date Request Replied To: 12/08/2025 00:00:00
This response was sent via: By Email
Request Summary: Contact Centre
Request Category: Private Individuals
| Question Number 1: I wish to submit to the organisation a freedom of information request relating to the organisation’s ICT contracts, specifically around: 1. contact centre contract(s) 2. inbound network services contract (s) The first part of my request relates to contact centre service contracts which could relate to one of the following: 1. Advanced call distribution to control the flow of calls and maximise customer experience 2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram 3. Performance monitoring tools to track performance, customer satisfaction and other key sales metrics This could be part of a whole package or separate service applications. 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: For each supplier, please state the annual average (over 3 years) spend for each supplier 3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions. 4. Contract Expiry: For each supplier, please state the date of when the contract expires. 5. Contract Review: For each supplier, please state the date of when the contract will be reviewed. 6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. 7. Contact Details: For each supplier, please state 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. At the very least please provide me with their actual job title. 8. Number of Agents; please provide me with the total number of contact centre agents; 9. Number of Sites; please can you provide me with the number of sites the contact centre covers. 10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate? 11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use? 12. Number of email users: Approximate number of email users across the organisations. | |
| Answer To Question 1: 1. 1. Incumbent Supplier() Netcall Freshworks Inc Netcall: 2. Annual Average Spend: £15k per annum 3. Contract Duration: 1 Year - No extensions 4. Contract Expiry: Jan 2026 5. Contract Review: Sept 2025 6. Contract Description: Support and Maintenance of Liberty Converse – call handling system 7. Contact Details: Jon Burwell, Chief Information Officer, jon.burwell@nhs.net 8. Number of Agents; c80. 9. Number of Sites: 1 10. Manufacturer of the contact centre: Netcall 11. Do you use Microsoft Exchange 2003 as your email server? NHS Mail 12. Number of email users: 4500 Freshworks Inc 2. Annual Average Spend: £13k per annum 3. Contract Duration: 3 Years 4. Contract Expiry: Sept 2025 5. Contract Review: June 2025, being renewed for another year till September 2026 6. Contract Description: Omnichannel Helpdesk Tool 7. Contact Details: Jen Hykin, Head of Operational Procurement, jennifer.hykin1@nhs.net 8. Number of Agents; 27 9. Number of Sites: 3 10. Manufacturer of the contact centre: Freshworks Inc | |
| Question Number 2: 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 a 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. 2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier 3. Contract Expiry: For each supplier, please state the date of when the contract expires. 4. Contract Review: For each supplier, please state the date of when the contract will be reviewed. 5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. 6. Contact Details: For each supplier, please state 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. Also, I would appreciate it if the contract information was included within a spreadsheet. | |
| Answer To Question 2: 1. Incumbent Supplier: Southern Comms (note we will be unable to split out costs for these specific areas from the overall Southern Comms contract). 2. Annual Average Spend: £250k ex. VAT average spend 3. Contract Expiry: 19/01/2025, contract renewed for 1+1 ( 2 years ) 4. Contract Review: Annual 5. Contract Description: Purchase of Telecommunciations, hardware (VOIP) and maintenance 6. Contact Details: Ian Robinson, Head of Facilities | |
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