Customer contact centre operations

Please send me an electronic copy of the following information, under the FOI Act: (Freedom of Information Act 2000): Contracts or equivalent information/documents

1. The total fiscal yearly spend on customer contact centre resourcing across the whole Ordnance Survey

2. The total number of customer contact centre staff employed directly by the Ordnance Survey on a permanent basis.

3. The total number of customer contact centre staff currently working on an agency basis.

4. A list of the departments and or other Ordnance Survey of which the customer contact centre is used to support.

5. The average annual salary of a permanent customer contact centre employee for each grade within the operation.

6. The average hourly charge of a temporary customer contact centre worker for each grade within the operation.

7. The current contractual provider and a list of all resourcing agencies used for customer contact centre operations.
8. The total yearly fiscal budget for all customer contact centre operations within the Ordnance Survey.

Thank you for your e-mail dated 3^rd June 2010, and our clarification discussion of 21^st June 2010, in relation to your FOI request.

I confirm that Ordnance Survey does hold the information you have requested, and I am pleased to provide you with the information detailed below. Please be aware, that not all the relevant information Ordnance Survey holds has been provided within this response, as detailed against the applicable questions:

1.  Total staffing costs relating to our customer contact centre (as clarified) for financial year 2009-2010 was £1.25m

2.  20

3.  5

4. The Customer Service Centre (CSC) only supports customer interaction, they are not a cross business support function, nor do they provide administrative support to other areas of the business.

5.  £24,022

6. I can confirm Ordnance Survey does hold this information, however this falls within the Commercial Interests exemption under section 43 (2) of the Freedom of Information Act 2000 (FOIA). 

We believe this exemption applies because this information is commercially sensitive between Ordnance Survey and the organisation who supply our temporary staff.

We believe the release of this information could harm the commercial interests of the organisation who supply our temporary staff, and would be likely to affect their ability to successfully tender for business in the future, therefore we will not be releasing this information to you.

7.  Tate is our sole provider.
8.  The total annual budget for our customer contact centre operations budget (as clarified) for 2009-2010 was £1.39m, including salary costs.

To the extent that the Public interest test applies (section 17 FOIA), we have determined that in your question six, the public interest in withholding the information outweighs that of disclosure.

Please note that your enquiry has been processed to Freedom of Information guidelines. If you are unhappy with our response, you may raise an appeal to our Appeals Officer at:

Complaints Team

Customer Service Centre

Ordnance Survey

Romsey Road

SOUTHAMPTON

SO16 4GU

Please include the reference number below. The Appeals Officer will ensure that the process has been followed correctly, questioning any decisions taken regarding the original response and recommending disclosure of additional information if appropriate.

Thank you for your enquiry.

Reference number: FOI1076/June 2010