Contact Centre, CRM, AI and Automation

This Freedom of Information request asks for information about our contact centre, use of CRM, AI and automation

Request for information - Ref no: FO231132

March 21, 2023

Information request

Thank you for your email of 8 February 2023, requesting information from Ordnance Survey in accordance with the Freedom of Information Act (FOIA) 2000, as set out in the extract below:

“1. Contact Centre – target to organisations we know have a CC

a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?

2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?

3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?”

Our response

Taking each request in turn, I confirm the following:

1. Contact Centre – target to organisations we know have a CC

a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.

I confirm OS have a customer service contact centre.

b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?

I confirm we employ and manage our own agents.

c. How many contact centre agents do you have?

We currently have 21 contact centre agents.

d. Do agents work from home? Or just your offices?

Hybrid – there is a mix of home and office working.

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

Puzzel

f. When is your contract renewal date?

The contract expires on 3 January 2024

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

The contract is with Exponential-E by Puzzel

2. CRM

a. Do you use a CRM in the contact centre? What platform is used?

I confirm we use a CRM in the contact centre.
The platform used is Microsoft Dynamics 365 Customer Engagement.

b. Do you use the same CRM for the rest of the organisation? What platform is used?

Microsoft Dynamics 365 Customer Engagement is our corporate CRM and is used widely across the whole business.

c. Do you use a knowledge base / knowledge management platform? What platform is used?

Microsoft Dynamics 365 Customer Engagement Knowledge Articles are used for knowledge management by the contact centre.

3. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?

I confirm that we have a customer facing chatbot. The chatbot technology is currently provided by version1.

b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

We do not currently use RPA technology. Not held.

Next steps

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

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 (ICO). You should make complaints to the ICO within six weeks of receiving the outcome of an internal review.

Visit the ICO website to report a concern.

Call the ICO helpline on 0303 123 1113.

All information requests

See our previous responses to Freedom of Information (FOI) requests.

Search for FOI responses