FOI request detail

Contact Centre contract info

Request ID: FOI-1980-2223
Date published: 01 December 2022

You asked

Contract 1 - contact centre/call centre contracts 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: the annual average (over 3 years) spends for each supplier 3. Contract Expiry: the date of when the contract expires. 4. Contract Review: the date of when the contract will be reviewed. 5. Contract Description: a brief description of the services provided of the overall contract. 6. Contact Details: 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. 7. Number of Agents; please provide me with the total number of contact centre agents. 8. Number of Sites; please can you provide me with the number of sites the contact centre covers. 9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate? 10. Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g., JAN-MAR, APR, JUNE. 11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use? 12. Number of email users: Approximate number of email users across the organisations. Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres. 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 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: the annual average (over 3 years) spends for each supplier 3. Contract Expiry: the date of when the contract expires. 4. Contract Review: the date of when the contract will be reviewed. 5. Contract Description: a brief description of the services provided of the overall contract. 6. Contact Details: 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.

We answered

TfL Ref: FOI-1980-2223

Thank you for your request received by Transport for London (TfL) on 11 November 2022, asking for information about contact centre/call centre contracts.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold some of the information you require. You specifically asked:

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: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.

For the above five questions, please refer to the information we publish for Contracts Awarded Over £5,000 on our website: https://content.tfl.gov.uk/contracts-awarded-tfl.pdf. Please use the key terms ‘call centre’ and ‘contact centre’ to search for the relevant contracts.

In accordance with section 21 of the FOI Act, we are not obliged to supply you with a copy of the requested information as it is already accessible to you elsewhere.

6. Contact Details: 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.

Please note that in accordance with TfL’s obligations under Data Protection legislation we would not give out the direct contact details, as required by section 40(2) of the FOI Act. This is because disclosure of this personal data would be a breach of the legislation, specifically the first principle which requires all processing of personal data to be fair and lawful. It would not be fair to disclose this personal information when the individuals have no expectation it would be disclosed and TfL has not satisfied one of the conditions which would make the processing ‘fair’.

The team responsible for the management of the contracts register is Commercial Strategy and Performance and the contact email is [email protected].  

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

We have a total of 516 contact centre agents.

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

We have three Contact Centre sites.

9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
Please see the published information on our website at https://content.tfl.gov.uk/contracts-awarded-tfl.pdf.

10. Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g., JAN-MAR, APR, JUNE.

We are at our busiest from August to October.

11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?
No, TfL uses Exchange Online as part of the Microsoft M365 Service.

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

In TfL, we have just over 30k email users (that includes sub tenants such as LTM and Crossrail etc).

Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres.
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 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: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.

For the above five questions, please refer to the information we publish at https://content.tfl.gov.uk/contracts-awarded-tfl.pdf.

6. Contact Details: 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.

As above.

If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely

Eva Hextall
FOI Case Management Team
General Counsel
Transport for London

Back to top

Want to make a request?

We'll email you the response within 20 working days.


We'll publish the response online without disclosing any personal information.