Contact centre

Dear Requester

Request for information FOI12304

Thank you for your e-mail of 10th July 2012.

I confirm Ordnance Survey does hold the information you have requested, and we respond to each of your questions in turn:

1. Who is the manufacturer of the contact centre system that you operate?

Cisco

2. How many contact centre agents do you have: is it

(a) <100;

(b) 100-500;

(c) 500-1000 or

(d) >1000?

less than 100

3. Who is the manufacturer of your IVR system?

Cisco

4. How many ports do you have on your IVR system: is it

(a) <100;

(b) 100-500;

(c) 500-1000 or

(d) >1000?

less than 100

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

Yes

6. How many email users do you have?

Currently 1393 individual user mailboxes

7. Who is/are the manufacturer(s) of your Malware service(s)? This would include, but not be limited to: anti-virus, anti-spam, image and content control for web and email.

Trend, Postini and Websense

8. How many centres do you use to host or co-locate servers to run your business systems?
3

Internal Review

Your enquiry has been processed according to the Freedom of Information Act (FOIA) 2000. If you are unhappy with our response, you may request an internal review with our FOI Appeals Officer, by contacting them as follows:

FOI Appeals Officer
Customer Service Centre
Ordnance Survey
Adanac Drive
Southampton
SO16 0AS

E-mail: mailto:foi@ordnancesurvey.co.uk

Please include the reference number above. You may request an internal review where you believe Ordnance Survey has:

• Failed to respond to your request within the time limits (normally 20 working days)
• Failed to tell you whether or not we hold the information
• Failed to provide the information you have requested
• Failed to explain the reasons for refusing a request
• Failed to correctly apply an exemption or exception

The FOI Appeals Officer will not have been involved in the original decision. They will conduct an internal review and will inform you of the outcome of the review normally within 20 working days, but exceptionally within 40 working days, in line with the Information Commissionerbs guidance.

The FOI Appeals Officer will either: uphold the original decision, provide additional explanation of the exemption/s applied or release further information, if it is considered appropriate to do so.

Appeal to Information Commissioner's Office (ICO)
If following the outcome of the internal review you remain unhappy with our response, you may raise an appeal with the Information Commissioner's Office at:

The Case Reception Unit
Customer Service Team
The Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

E-mail: mail@ico.gsi.gov.uk 

Telephone helpline: 0303 123 1113 or 01625 545745 for advice, Monday to Friday 9am to 5pm.

Thank you for your enquiry.