FOI - IT services

Published Last Updated

Ref No.: 02 21
Request Type: FOI
Date Received: 10/03/21
Date Responded: 25/03/21
Category: IT Services

Request

I wish to submit to the organisation a freedom of information request relating to:

  1. Contact Centre/Call Centre Contracts (Contracts and Costs associating to all/any systems used to manage Inbound Contact to ELC from Citizens. (i.e Call/Telephony Management Systems, Email Management Services/software, Help Desk Agents and Hotlines etc.)
  2. Inbound Network Services Contracts (by "Inbound Network Services", I am referring to Inbound Call, Telephony and Email Management Services, and any other inbound channels used by citizens to make contact with ELC.)
  3. Website Traffic Spend/Analysis (even if hosted by an Agency)
    1. Number of Visits per month (Average)
    2. Who is the supplier/agency/internal stakeholder responsible for hosting/maintaining and managing the website(s)?
    3. Does your organisation’s website(s) have an on-site search bar?
      1. What Content Management System is your site-search connected to (if so)?
      2. What is the Search Bar Utilisation? (If known, % of Website visitors) 
      3. Who is the Supplier/Owner of the on-site search on your website?

Please send me the following information for each:

  1. Incumbent Supplier: For each of the contract(s) can you please provide me with the supplier of the Contract?
  2. Annual Average Spend: the annual average (over 3 years) spend for each supplier?
  3. Who is the senior officer (outside of procurement) responsible for these contract areas (including website)?

Response

Ref Question Incumbent Supplier Annual Average Spend Senior Officer Responsible Visits Per Month (average) On-site Search Bar Content Management System Search Bar Utilisation? Supplier / Owner of on-site search Website
1 Contact Centre/Call Centre Contracts (Contracts and Costs associating to all/any systems used to manage Inbound Contact to WICS from Citizens. (i.e Call/Telephony Management Systems, Email Management Services/software, Help Desk Agents and Hotlines etc.) Microsoft £0.00 Head of IT Services            
2 Inbound Network Services Contracts (by "Inbound Network Services", we are referring to Inbound Call, Telephony and Email Management Services, and any other inbound channels used by citizens to make contact with WICS.) Microsoft £0.00 Head of IT Services            
3 Website Traffic Spend/Analysis (even if hosted by an Agency) Blue2 £1,430.00 Head of IT Services 3326 Yes Bespoke 0% Google www.watercommission.co.uk
Blue2 £1,042.00 Head of IT Services 3626 No N/A N/A N/A www.scotlandontap.gov.uk
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