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Telephone maintenance contract

Request date: 3 August 2023

This version was printed or saved on: 16 April 2024

Online version: https://www.gamblingcommission.gov.uk/about-us/freedomofinformation/telephone-maintenance-contract

Request

I would like to request information under the Freedom of Information Act. The information that I require relates to a specific telephone maintenance contract.

The contract information sent by the organisation previously has now expired please can you provide me with a new update of the telephone maintenance contract:

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 if all the information is still the same besides the contracts dates please send just the new contract dates. It would be much appreciated.

  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 spends 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 within 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 the information specified above including the person from within 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?

Response

Thank you for your request for information relating to our telephone maintenance contract Your request has been processed under the Freedom of Information Act 2000 (FOIA).

The Gambling Commissions responses to your enquiries are as follows:

  1. Contract Type: Maintenance, Managed, shared (If so, please state orgs) Managed and maintenance.
  2. Existing Supplier: If there is more than one supplier, please split each contract up individually.

    The Gambling Commission has moved to a fully cloud based solution, using Microsoft Teams telephony deployment technology, along with SIP for PSTN.
    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 at Koris365 datacentres via Direct Routing to the Teams Phone System.

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

    Information not held.

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

    MS Teams Calling

  5. Number of telephone users:

    72

  6. Contract Duration: please include any extension periods.

    3 years

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

    December 2025

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

    September 2025

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

    Contact Centre Touchpoint

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

    See answer to Q2

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

    See answer to Q2

  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.

    Telephony Support Services - Contracts Finder

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

    The job title of the person from within the organisation responsible for these contracts is - Procurement Manager. Any enquiries can be directed to: procurement@gamblingcommission.gov.uk

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.

N/A

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

N/A

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?

    N/A

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