Thank you for your request under the Freedom of Information Act 2000.
We can confirm that Essex County Fire & Rescue Service does not hold the information you have requested.
Please see below the answer to your request.
Questions and final response:
Question 1 – 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)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 experience2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram3. 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.2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.4. Contract Expiry: For each supplier, please state the date of when the contract expires.5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.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.8. Number of Agents; please provide me with the total number of contact centre agents;9. Number of Sites; please can you provide me with the number of sites the contact centre covers.10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?12. Number of email users: Approximate number of email users across the organisations.
ECFRS does not operate a contact centre, no information is held that relates to the questions in the first part of this request.
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 number2. Routing of calls3. Caller Identifier4. Caller Profile- linking caller details with caller records5. 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.2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier3. Contract Expiry: For each supplier, please state the date of when the contract expires.4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.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.Please can you acknowledge my request so that I know that the request is being dealt with. If you have any questions or queries in relation to this request, please send me an email and I will respond accordingly.Also, I would appreciate it if the contract information was included within a spreadsheet.
ECFRS does not operate a contact centre, no information is held that relates to the questions in the second part of this request.
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Incident and other data is published on our transparency site. For further information please follow this link. Incident Data (essex-fire.gov.uk)