FOI/202100183690 · FOI · withheld
Scottish Public Pensions Agency network breakdown: FOI release
Information requested
1. When was the installation date of your telephony equipment? 2. When is your contract renewal date? 3. Who maintains your telephony system(s)? 4. Please confirm the value of the initial project? 5. Please confirm the total ongoing annual spend on telephony? 6. Please confirm the annual support cost for your telephony system? 7. Do you use Unified Communications or Collaboration tools , if so which ones? Contact Centre 8. Please confirm the manufacturer of your contact centre system(s) that are currently in place? 9. When was the installation date of your contact centre infrastructure? Updates/upgrades have since taken place? 10. When is your contract renewal date? 11. Who maintains your contact centre system(s)? 12. Please confirm value of the initial project? 13. Please confirm the value of annual support/maintenance services (in £)? And overall annual spend for the contact centre? 14. How many contact centre agents do you have? 15. Do agents work from home? Or just your offices? 16. Do you use a CRM in the contact centre? 17. What platform is used? 18. Do you use a knowledge base / knowledge management platform? 19. What platform is used? Connectivity and Network Services 20. Who provides your WAN and internet connectivity and the annual spend on each? 21. Have you, or do you plan to deploy SD Wan services? 22. Have you got SIP trunks, if so who from and confirm annual spend? 23. Please confirm who provides your LAN, WIFI and Security infrastructure? 24. Please confirm your annual spend on each? 25. Please confirm your data centre switching and security infrastructure and have you deployed cloud based security and threat management? Organisation 26. How many employees do you have overall within your organisation? 27. Can you provide contact details for your procurement lead / category manager for these services? 28. Can you provide names and contact details for the following people within your organisation? • CIO / IT Director • Head of IT • Head of Digital Transformation • Head of Customer services
Response
1. December 2019 2. April 2021 - renewed with Scottish Government contracts 3. Scottish Government as part of Daisy Contract 4. Capital cost of the system, £79,000 5. £4,867 Scottish Government (SG) SCOTS Connect cost recharge for the provision of 312 Mitel phone system extensions and a £37,217 annual system support cost for a service provided by a 3rd party supplier called Netcall which covers both the telephony system and the SPPA Contact Centre System (see Contact System response below). Please note that the SPPA telephony and Contact Centre systems are one combined system. 6. £37,217 annual system support cost for a service provided by a 3rd party supplier called Netcall which covers both the Mitel telephony system and the SPPA Contact Centre System (see Contact System response below). Please note that the SPPA telephony and Contact Centre systems are one combined system. 7. Yes, Mitel for fixed telephony and MS Teams Contact Centre 8. Netcall 9. 2002
Updates/upgrades have since taken place. Last major upgrade in 2019
10. April 2021 - Perpetual licence 11. Netcall & SPPA 12. £42k was the capital cost of the system 13. £29000.00 14. 20 15. Both - currently working at home due to Covid 16. No 17. N/A 18. Yes 19. Netcall Connectivity and Network Services 20.
Procured via Annual Spend SWAN £1,776,000.00 Virgin Media £24,000.00 Vodaphone £408,000.00 Commsworld £40,000.00
21. No 22. Yes, these are sourced from Gamma and the annual spend is approximately £250,000 inc VAT.
23.
Scottish Government – Information Technology & Services Division (iTECS) While our aim is to provide information whenever possible, in this instance regarding Security infrastructure we are unable to provide the information you have requested because an exemption(s) under section(s) 30 of FOISA applies.
24. SPPA costs - £107,565 which consists of a) Dedicated Network Lines costs of £15,923 b) £91,642 costs which is a share of the SG SCOTS Network Infrastructure Costs 25.
The switches used are Alcatel-Lucent Enterprise While our aim is to provide information whenever possible, in this instance regarding Security infrastructure we are unable to provide the information you have requested because an exemption(s) under section(s) 30 of FOISA applies.
About FOI The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.
Contact Please quote the FOI reference Central Enquiry Unit Email: ceu@gov.scot Phone: 0300 244 4000 The Scottish Government St Andrews House Regent Road Edinburgh EH1 3DG
Detected exemption language
Scottish Government – Information Technology & Services Division (iTECS) While our aim is to provide information whenever possible, in this instance regarding Security infrastructure we are unable to provide the information you have requested because an exemption(s) under section(s) 30 of FOISA applies. The switches used are Alcatel-Lucent Enterprise While our aim is to provide information whenever possible, in this instance regarding Security infrastructure we are unable to provide the information you have requested because an exemption(s) under section(s) 30 of FOISA applies.
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