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Communications and telephony

This Freedom of Information request asks details about our telephone and contact centre systems and equipment.

Request for information - Ref No: FOI19921

Request

Thank you for your email of 3 October 2019, requesting information from Ordnance Survey in accordance with the Freedom of Information Act (FOIA) 2000, as set out in the extract below:

  • Please confirm the manufacturer of your telephony system(s) that are currently in place?
  • When was the installation date of your telephony equipment? Who maintains your telephony system(s)?
  • Please confirm value of the initial project and value of annual support/maintenance services (in £)?
  • When is your contract renewal date?
  • Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
  • When was the installation date of your contact centre infrastructure?
  • Who maintains your contact centre system(s)?
  • Please confirm value of the initial project and value of annual support/maintenance services (in £)?
  • How many contact centre employees/agents do you have?
  • When is your contract renewal date?
  • Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?
  • How many employees do you have overall within your organisation?
  • Who currently provides your calls and lines?
  • What is your current annual spend on calls and lines?
  • When is your contract renewal date?
  • Are you using SIP or ISDN? Do you use a wide area network? 

Our response

I confirm that Ordnance Survey does hold the information you have requested. Taking each request in turn, I confirm the following:

1, Please confirm the manufacturer of your telephony system(s) that are currently in place?

CISCO

2. When was the installation date of your telephony equipment?

2010

3. Who maintains your telephony system(s)?

Computacenter

4. Please confirm value of the initial project and value of annual support/maintenance services (in £)?

I confirm we do not hold information relating to the initial project value. This information is not distinguishable readily from the construction of the building. Total annual support/maintenance for this service is £18,830.

5. When is your contract renewal date?

31/12/2021

6. Please confirm the manufacturer of your Contact centre system(s) that are currently in place?

CISCO

7. When was the installation date of your contact centre infrastructure?

2010

8. Who maintains your contact centre system(s)?

Computacenter

9. Please confirm value of the initial project and value of annual support/maintenance services (in £)?

Please see the response to question 4 in relation to the initial project value. The total value for the annual support/maintenance for this service is £17,412.

10. How many contact centre employees/agents do you have?

21 – 24

11. When is your contract renewal date?

31/12/2021

12. Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?

Yes, Skype for Business with Intercall (West), and GoToMeeting (LogMeIn)

13. How many employees do you have overall within your organisation?

1,050

14. Who currently provides your calls and lines?

Vodafone

15. What is your current annual spend on calls and lines?

£38,727

16. When is your contract renewal date?

Rolling contract

17. Are you using SIP or ISDN?

ISDN

18. Do you use a wide area network?

Yes

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 Internal Review Officer by contacting them, within two months of receipt of our final response to your Freedom of Information (FOI) request, as follows:

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

Contact us via our FoI form

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 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 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, within three months of receiving our response, with the Information Commissioner’s Office.

Further information can be found on the ICO website (ico.org.uk) under ‘Report a concern’ or you may wish to call the ICO helpline on 0303 123 1113.