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Telephone maintenance contract

This Freedom of Information request asks for details of our telephone maintenance contract.

Request for information - Ref No: FOI20958

Request

Thank you for your email of 30 April 2020 requesting information from Ordnance Survey in accordance with the Freedom of Information Act (FOIA) 2000, as set out in the extract below:

“Please can you send me the following contract information with regards to the organisation’s telephone system maintenance contract (VOIP or PBX, other) for hardware and Software maintenance and support

  1. Contract Type: Maintenance, Managed, Shared (If so please state orgs)
  2. Existing Supplier: If there is more than one supplier please split each contract up individually.
  3. Annual Average Spend: The annual average spend for this contract and please provide the average spend over the past 3 years for each provider
  4. Hardware Brand: The primary hardware brand of the organisation’s telephone system.
  5. Number of telephone users:
  6. Contract Duration: please include any extension periods
  7. Contract Expiry Date: Please provide me with the day/month/year.
  8. Contract Review Date: Please provide me with the day/month/year.
  9. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g. Contact Centre, Communication Manager
  10. Telephone System Type: PBX, VOIP, Lync etc
  11. Contract Description: Please provide me with a brief description of the overall service provided under this contract.
  12. Go to Market: How where these services procured, please provide me with either the tender notice or the framework reference number. Please specify if procured through other routes.
  13. Contact Detail: Of the person from with the organisation responsible for each contract full Contact details including full name, job title, direct contact number and direct email address.

If the service support area has more than one provider for telephone maintenance then can you please split each contract up individually for each provider.

If the contract is a managed service or is a contract that provides more than just telephone maintenance please can you send me all of the information specified above including the person from with the organisation responsible for that particular contract.

If the maintenance for telephone systems is maintained in-house please can you provide me with:

  1. Number of telephone Users:
  2. Hardware Brand: The primary hardware brand of the organisation’s telephone system.
  3. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g. Contact Centre, Communication Manager.
  4. Contact Detail: Of the person from with the organisation responsible for telephone maintenance full Contact details including full name, job title, direct contact number and direct email address.

Also if the contract is due to expire please provide me with the likely outcome of the expiring contract.

If this is a new contract or a new supplier please can you provide me with a short list of suppliers that bid on this service/support contract?” I

Our response

I confirm that Ordnance Survey does hold some of the information you have requested.  Where the information is not held or exempt from disclosure this is stated.  Taking each request in turn, I confirm the following:

1. Contract Type: Maintenance, Managed, Shared (If so please state orgs)

Managed Service.

2. Existing Supplier: If there is more than one supplier please split each contract up individually.

Computacenter.

3. Annual Average Spend: The annual average spend for this contract and please provide the average spend over the past 3 years for each provider

This BreakFix contract covers 95% of the OS infrastructure and includes telephony (phones and UCM (Call Manager). The value of the BreakFix contract is approx. £600k per year, over 3 years.

The costs within the BreakFix associated with telephony is:

Phones is approx. £17,412
UCM is approx. £18,830

4. Hardware Brand: The primary hardware brand of the organisation’s telephone system.

CISCO Call Manager with CISCO desk phones.

5. Number of telephone users:

Approximately 2000 Direct Dial in Lines (DDIs).

6. Contract Duration: please include any extension periods.

3 years, with optional 1-year extension.

7. Contract Expiry Date: Please provide me with the day/month/year.

31.12.2021

8. Contract Review Date: Please provide me with the day/month/year.

31.06.2021

9. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g. Contact Centre, Communication Manager.

CISCO CUCM and UCCX.

10. Telephone System Type: PBX, VOIP, Lync etc

VOIP

11. Contract Description: Please provide me with a brief description of the overall service provided under this contract.

BreakFix Managed Service.

12. Go to Market: How where these services procured, please provide me with either the tender notice or the framework reference number. Please specify if procured through other routes.

Crown Commercial Services Framework RM3804.

13. Contact Detail: Of the person from with the organisation responsible for each contract full Contact details including full name, job title, direct contact number and direct email address.

I confirm Ordnance survey holds the name of the person(s) requested above but this information is exempt from disclosure under section 40(2) (personal information) of the FOI Act, as the information constitutes personal data which is not already in the public domain.    
   
Section 40(2) provides that personal data is exempt information if one of the conditions set out in section 40(3) is satisfied. In our view, disclosure of this information would breach the data protection principles contained in the General Data Protection Regulations and Data Protection Act 2018.  

In reaching this decision, we have particularly considered:  

  • the reasonable expectations of the employees; given their positions, Ordnance Survey considered that none of the individuals would have a reasonable expectation that their personal data would be disclosed; 
  • the consequences of disclosure; and  
  • any legitimate public interest in disclosure.   

 Section 40(2) is an absolute exemption and therefore not subject to the public interest test.      

However, under the duty to provide information and assistance in accordance with section 16 of FOIA, we can provide the following information which may assist you in this matter.   You can contact our Strategic Procurement and Supplier Management team using the contact us form on our website.

If the service support area has more than one provider for telephone maintenance then can you please split each contract up individually for each provider.

Not applicable.

If the contract is a managed service or is a contract that provides more than just telephone maintenance please can you send me all of the information specified above including the person from with the organisation responsible for that particular contract.

Please see above.

If the maintenance for telephone systems is maintained in-house please can you provide me with:

  1. Number of telephone Users: 
  2. Hardware Brand: The primary hardware brand of the organisation’s telephone system. 
  3. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g. Contact Centre, Communication Manager. 
  4. Contact Detail: Of the person from with the organisation responsible for telephone maintenance full Contact details including full name, job title, direct contact number and direct email address.

Not applicable, see above. The telephone system is not managed in house therefore we do not hold the information requested at question 1-4 above.

Also if the contract is due to expire please provide me with the likely outcome of the expiring contract.

Any renewal will most likely be via CCS Framework.

If this is a new contract or a new supplier please can you provide me with a short list of suppliers that bid on this service/support contract?

Not applicable.

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.