ICT contracts

Request

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) and (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.
   Gamma
2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
   £90,858.51
3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
   Three years plus one year extension.
4. Contract Expiry: For each supplier, please state the date of when the contract expires.
   11 September 2026
5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
   This contract is reviewed monthly in accordance with Government Commercial Function (GCF) standard contract management principles.
6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
   Provision of a Call Handling and Distribution Service for charging decisions from Crown Prosecution Service Direct (CPSD).
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.
   Under section 40 of the Freedom of Information Act – Personal Information, the CPS does not release personal information about individual members of staff below Senior Civil Service. Please see the below section 17 notice which explains our decision. Our procurement team can be contacted at: [email protected] 
8. Number of Agents; please provide me with the total number of contact centre agents;
   Not applicable. This is a cloud hosted application not a physical contact centre.
9. Number of Sites; please can you provide me with the number of sites the contact centre covers.
   Not applicable. This is a cloud hosted application not a physical contact centre.
10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
    Not applicable. This is a cloud hosted application not a physical contact centre.
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
    The CPS uses Microsoft Exchange Online.
12. Number of email users: Approximate number of email users across the organisations.
    The CPS have approximately 8,000 email users.

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

1. 0800, 0845, 0870, 0844, 0300 number
2. Routing of calls
3. Caller Identifier
4. Caller Profile- linking caller details with caller records
5. 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.
   Gamma
2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier
   £90,858.51
3. Contract Expiry: For each supplier, please state the date of when the contract expires.
   11 September 2026
4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.
   This contract is reviewed monthly in accordance with Government Commercial Function (GCF) standard contract management principles.
5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.
   Provision of a Call Handling and Distribution Service for charging decisions from Crown Prosecution Service Direct (CPSD).
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.
   Under section 40 of the Freedom of Information Act – Personal Information, the CPS does not release personal information about individual members of staff below Senior Civil Service. Please see the below section 17 notice which explains our decision. Our procurement team can be contacted at: [email protected]

Section 17 Notice under the Freedom of Information Act 2000

WITHHOLDING INFORMATION
Section 40(2) – Personal Information

The information you have requested contains personal data. Personal data can only be released if to do so would not contravene any of the data protection principles as outlined in Data Protection Act 2018 and set out by Article 5 of the UK General Data Protection Regulation (UK GDPR)

Personal data shall be processed lawfully, fairly and in a transparent manner

We believe releasing the requested information into the public domain would be unfair to the individuals concerned; these individuals have a clear and strong expectation that their personal data will be held in confidence and not disclosed to the public under the FOI Act.  

All non-senior employees of the Crown Prosecution Service (CPS) have a clear and strong expectation that their personal data will be held in confidence and not disclosed to the public under the FOI Act.