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Call centre contracts

Request for information – FOI14546

Request

Thank you for your email of 30 April 2015, requesting:

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: 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, Jun.

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.

Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres.

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 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: 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.

I'd be very grateful if you would input the information into the spread sheet attached.

Response

I am pleased to provide you with the attached spreadsheet with regard to your request. (Please note: this file is omitted from this published response, but available upon request). I confirm that Ordnance Survey does hold some of the information you have requested. Where the information is not held or is exempt from disclosure this is detailed.

Information relating to the contact details of the person who is responsible of the above contract is held by Ordnance Survey but is exempt from disclosure under Section 40(2) of the FOIA ' personal information'.

We consider this exemption applies because the release of: employees names, personal contact telephone numbers and their own work e-mail address constitutes personal data, and is exempt because the release of this information would breach one of the data protection principles, as detailed in Section 40(3) (a) (i) of the FOIA.

In applying this exemption, we have considered whether disclosure of the personal data in question would be 'fair' (as described in Part II of Schedule 1 to the Data Protection Act). We have also given particular consideration to the likely expectations of the data subject regarding the disclosure of their personal information in this manner.

Under Section 16 of the FOIA 'the duty to provide advice and assistance' we can advise of our general Customer Service telephone number: 03456 050505 and our Customer Service email: customerservices@os.uk.

Public interest

When Section 40(2) of the FOIA is engaged, and where the release of the requested information would breach one of the Data Protection principles, this constitutes an absolute exemption, and no public interest test is required.

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 Internal Review Officer, by contacting them as follows:

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

Email: foi@os.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 Internal Review Officer will not have been involved in the original decision. They will conduct an independent 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 Commissioner’s guidance.

The FOI Internal Review Officer will either: uphold the original decision, provide an 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

Email: mail@ico.gsi.gov.uk

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

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