I would like to request information under the Freedom of Information Act. The information that I require relates to a specific telephone maintenance contract. The contract information sent by the organisation previously has now expired please can you provide me with a new update of the telephone maintenance contract: Please can you send me the following contract information with regards to the organisation’s telephone system maintenance contract (VOIP or PBX, other) for hardware and Software maintenance and support: 1. Contract Type: Maintenance, Managed, Shared (If so please state orgs) 2. Existing Supplier: If there is more than one supplier please split each contract up individually. 3. Annual Average Spend: The annual average spend for this contract and please provide the average spend over the past 3 years for each provider 4. Number of Users: 5. Hardware Brand: The primary hardware brand of the organisation’s telephone system. 6. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g. Contact Centre, Communication Manager. 7. Telephone System Type: PBX, VOIP, Lync etc 8. Contract Duration: please include any extension periods. 9. Contract Expiry Date: Please provide me with the day/month/year. 10. Contract Review Date: Please provide me with the day/month/year. 11. Contract Description: Please provide me with a brief description of the overall service provided under this contract. 12. Go to Market: How where these services procured, please provide me with either the tender notice or the framework reference number. Please specify if procured through other routes. 13. Contact Detail: Of the person from with the organisation responsible for each contract full Contact details including full name, job title, direct contact number and direct email address. If the service support area has more than one provider for telephone maintenance then can you please split each contract up individually for each provider. If the contract is a managed service or is a contract that provides more than just telephone maintenance please can you send me all of the information specified above including the person from with the organisation responsible for that particular contract. If the maintenance for telephone systems is maintained in-house please can you provide me with: 1. Number of Users: 2. Hardware Brand: The primary hardware brand of the organisation’s telephone system. 3. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g. Contact Centre, Communication Manager. 4. Contact Detail: Of the person from with the organisation responsible for telephone maintenance full Contact details including full name, job title, direct contact number and direct email address. Also if the contract is due to expire please provide me with the likely outcome of the expiring contract. If this is a new contract or a new supplier please can you provide me with a short list of suppliers that bid on this service/support contract?

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Our Ref:          FOI-4434-1718

Thank you for your request received on 7 February 2018 asking for information about the telephone maintenance contract.

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 hold some of the information you require. You asked:

Please can you send me the following contract information with regards to the organisation’s telephone system maintenance contract (VOIP or PBX, other) for hardware and Software maintenance and support:

1. Contract Type: Maintenance, Managed, Shared (If so please state orgs)

Maintenance and support of telecommunications assets.

2. Existing Supplier: If there is more than one supplier please split each contract up individually.

Daisy Corporate services.

3. Annual Average Spend: The annual average spend for this contract and please provide the average spend over the past 3 years for each provider

Contract has not been in situ for a year yet.

4. Number of Users:

37,000.

5. Hardware Brand: The primary hardware brand of the organisation’s telephone system.

Mix of Avaya CM and Mitel MX-One/MD110.

6. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g. Contact Centre, Communication Manager.

ACD, Contact Centre, bespoke interfaces.

7. Telephone System Type: PBX, VOIP, Lync etc

Supports all types mentioned.

8. Contract Duration: please include any extension periods.

Five years (plus two year extension option).

9. Contract Expiry Date: Please provide me with the day/month/year.

5 May 2022 (plus two year extension option).

10. Contract Review Date: Please provide me with the day/month/year.

We cannot state when this will be reviewed as it depends whether the two year extension is invoked or not, ut at least 12-18 months in advance of the due date.

11. Contract Description: Please provide me with a brief description of the overall service provided under this contract.

Provision of an end to end telephony service across TfL’s office and operational environments, maintaining the telephony exchange network and ancillary services (including mobiles).

12. Go to Market: How where these services procured, please provide me with either the tender notice or the framework reference number. Please specify if procured through other routes.

CCS Framework RM1045

13. Contact Detail: Of the person from with the organisation responsible for each contract full Contact details including full name, job title, direct contact number and direct email address.

If the service support area has more than one provider for telephone maintenance then can you please split each contract up individually for each provider.
If the contract is a managed service or is a contract that provides more than just telephone maintenance please can you send me all of the information specified above including the person from with the organisation responsible for that particular contract.

Philip Hewson is the Head of Commercial ICT, TfL Commercial Contract Manager. Please note that in accordance with TfL’s obligations under the Data Protection Act 1998 (DPA) contact number or e-mail has not been provided as required by section 40(2) of the FOI Act. This is because disclosure of this personal data would be a breach of the DPA, specifically the first principle of the DPA 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 of Schedule 2 of the Data Protection Act which would make the processing ‘fair’.

If the maintenance for telephone systems is maintained in-house please can you provide me with:

1. Number of Users:
2. Hardware Brand: The primary hardware brand of the organisation’s telephone system.
3. Application(s) running on PBX/VOIP systems: Applications that run on the actual PBX or VOIP system. E.g. Contact Centre, Communication Manager.
4. Contact Detail: Of the person from with the organisation responsible for telephone
maintenance full Contact details including full name, job title, direct contact number and direct email address.
Also if the contract is due to expire please provide me with the likely outcome of the expiring contract.
If this is a new contract or a new supplier please can you provide me with a short list of suppliers that bid on this service/support contract?

The telephone system is not maintained in-house.

If this is not the information you are looking for please feel free to contact me.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Gemma Jacob
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]

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