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ICT contracts

Request date: 25 November 2022

This version was printed or saved on: 14 June 2024

Online version: https://www.gamblingcommission.gov.uk/about-us/freedomofinformation/ict-contracts

Request

Hello,

I wish to submit to the organisation a freedom of information request relating to the organisation’s ICT contracts, specifically around:

  1. contact centre contract(s)
  2. inbound network services contract(s)

The first part of my request relates to contact centre service contracts which could relate to one of the following:

  1. Advanced call distribution to control the flow of calls and maximise customer experience
  2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram
  3. Performance monitoring tools to track performance, customer satisfaction and other key sales metrics

This could be part of a whole package or separate service applications.

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: For each supplier, please state the annual average (over 3 years) spend for each supplier

  3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.

  4. Contract Expiry: For each supplier, please state the date of when the contract expires.

  5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

  6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

  7. Contact Details: For each supplier, please state 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. At the very least please provide me with their actual job title.

  8. Number of Agents; please provide me with the total number of contact centre agents;

  9. Number of Sites; please can you provide me with the number of sites the contact centre covers.

  10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

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

  12. Number of email users: Approximate number of email users across the organisations.

  13. The second part of my request relates to the use inbound network services contracts which could relate to one of the following:

  14. 0800, 0845, 0870, 0844, 0300 number

  15. Routing of calls

  16. Caller Identifier

  17. Caller Profile- linking caller details with caller records

  18. Interactive voice response (IVR)

For a 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: For each supplier, please state the annual average (over 3 years) spend for each supplier
  3. Contract Expiry: For each supplier, please state the date of when the contract expires.
  4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
  5. ontract Description: For each supplier, please state a brief description of the services provided of the overall contract.
  6. Contact Details: For each supplier, please state 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.

Response

Dear Sir

Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).

The Gambling Commission responses to your enquiries are as follows:

Contact centre service contracts:

Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
Insight

Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier please see note below

Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
3 years

Contract Expiry: For each supplier, please state the date of when the contract expires. Dec 2024

Contract Review: For each supplier, please state the date of when the contract will be reviewed.-
Aug 2024

Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. Insight is the reseller that we have procured our E3 Subscription through (this includes MS Teams Phone standard licenses)

Contact Details: For each supplier, please state 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. At the very least please provide me with their actual job title.

Any information falling within the scope of this part of your request, would constitute personal data and is therefore exempt from disclosure.

The Data Protection Act 2018 requires the processing of personal data to be fair and lawful. It would be disproportionate for us to publicly disclose these details unless there is a strong public interest in doing so. These individuals have a legitimate expectation that their personal details will not be disclosed in the context in which they are held.

On balance, this information is therefore exempt under section 40(2) of the FOIA

Any enquiries can be directed to the Commission Contact Centre at info@gamblingcommission.gov.uk

Number of Agents; please provide me with the total number of contact centre agents; 12

Number of Sites; please can you provide me with the number of sites the contact centre covers. 1

Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate? Enghouse

Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use? Exchange Online

Number of email users: Approximate number of email users across the organisations. 350

Please note - We have recently gone through an upgrade programme where we have removed all our fixed line telephony to a cloud-based solution. We were already utilising Microsoft Teams through our E3 subscription and have added Microsoft Teams Phone calling plans for users whose roles require them to make and receive phone calls. The cost for this is part of the overall E3 plan that we have. There is no website live chat or any integration with any social media apps

The Contact Centre use a client called Touchpoint (Enghouse are the manufacturer for this), this is part of the overall network contract that we have now with Koris365.

Inbound network services contracts:

Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
See below

Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier See below

Contract Expiry: For each supplier, please state the date of when the contract expires. 05\12\25

Contract Review: For each supplier, please state the date of when the contract will be reviewed. 05\09\25

Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. See below

Contact Details: For each supplier, please state 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

Any information falling within the scope of this part of your request, would constitute personal data and is therefore exempt from disclosure.

The Data Protection Act 2018 requires the processing of personal data to be fair and lawful. It would be disproportionate for us to publicly disclose these details unless there is a strong public interest in doing so. These individuals have a legitimate expectation that their personal details will not be disclosed in the context in which they are held.

On balance, this information is therefore exempt under section 40(2) of the FOIA

Any enquiries can be directed to the Commission Contact Centre at info@gamblingcommission.gov.uk

Please note - The Microsoft Teams Phone System provides the core telephony platform, along with SIP trunks provided by Koris365. The SIP trunks are terminated on hosted SBCs within Koris365 datacentres, and via Direct Routing to the Teams Phone System. This is a 3 year contract with Koris365 costing £37,368.

Review of the decision

If you are unhappy with the service you have received in relation to your Freedom of Information request you are entitled to an internal review of our decision. You should write to FOI Team, Gambling Commission, 4th floor, Victoria Square House, Victoria Square, Birmingham, B2 4BP or by reply to this email.

Please note, internal review requests should be made within 40 working days of the initial response. Requests made outside this timeframe will not be processed.

If you are not content with the outcome of our review, you may then apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have already exhausted the review procedure provided by the Gambling Commission.

The ICO can be contacted at: The Information Commissioner’s Office (opens in a new tab), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Information Management Team
Gambling Commission
Victoria Square House
Victoria Square
Birmingham B2 4BP

Further enquiry

Hi,

Please share the job title and contact number of the contract owner, which does not fall under any exemption.

Further response

Dear Sir

Thanks you for your email.

Contacts at the Gambling Commission are managed through our Procuremnt Manager.

Further information can be viewed on the Commission website:

Procurement

Any enquries regarding supplying to the Gambling Commission should be directed to procurement@gamblingcommission.gov.uk.