Please confirm the manufacturer of your telephony system(s) that are currently in place? When was the installation date of your telephony equipment? Who maintains your telephony system(s)? Please confirm value of the initial project and value of annual support/maintenance services (in £)? When is your contract renewal date? Please confirm the manufacturer of your Contact centre system(s) that are currently in place? When was the installation date of your contact centre infrastructure? Who maintains your contact centre system(s)? Please confirm value of the initial project and value of annual support/maintenance services (in £)? How many contact centre employees/agents do you have? When is your contract renewal date? Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you currently using? How many employees do you have overall within your organisation? Who currently provides your calls and lines? What is your current annual spend on calls and lines? When is your contract renewal date? Are you using SIP or ISDN? Do you use a wide area network?

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TfL Ref: FOI-2025-1920

Thank you for your email received by Transport for London (TfL) on 3 October 2019.

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

Please confirm the manufacturer of your telephony system(s) that are currently in place? 

It’s Avaya/Mitel.

When was the installation date of your telephony equipment?

From 1984 onwards.

Who maintains your telephony system(s)?

It’s Daisy Group Ltd.

Please confirm value of the initial project and value of annual support/maintenance services (in £)?

The annual maintenance value is £3.9M  We do not know the initial project spend.

When is your contract renewal date?

30/04/2022 with option to extend until 30/04/2024.

Please confirm the manufacturer of your Contact centre system(s) that are currently in place?

It’s Avaya.

When was the installation date of your contact centre infrastructure?

In 2008.

Who maintains your contact centre system(s)?  

It’s Daisy Group Ltd.

Please confirm value of the initial project and value of annual support/maintenance services (in £)?

Annual maintenance value is £3.9M. We do not know the initial project spend.

How many contact centre employees/agents do you have?

Approximately 400-500 use ACD functionality.

When is your contract renewal date?

30/04/2022 with option to extend until 30/04/2024.

Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?

Yes.  MS Teams, Sharepoint, Skype for Business, Avaya, Mitel, CISCO and SCALA.

How many employees do you have overall within your organisation? 

26490 permanent employees and 1503 temporary workers.

Who currently provides your calls and lines? 

BT and Vodafone.

What is your current annual spend on calls and lines?

Approximately £700k.

When is your contract renewal date?

Vodafone (October 2020), BT (no overarching contract).

Are you using SIP or ISDN?

Both.

Do you use a wide area network?

Yes.

If this is not the information you are looking for, or if you are unable to access it for some 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 Officer

FOI Case Management Team

General Counsel

Transport for London

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