Contact Center Contract | freedom of information

Inquiry – Ref No: FOI221070

Request

Thank you for your email dated March 1, 2022, requesting information from Ordnance Survey pursuant to the Freedom of Information Act (FOIA) 2000, as noted in the excerpt below:

“Contract 1 – contact center/call center contracts

Please send me the following information for each supplier:

  1. Incumbent supplier: For each of the contracts, please provide me with the supplier of the contract.
  2. Average annual spend: the average annual spend (over 3 years) for each provider
  3. Contract expiry: the date on which the contract expires.
  4. Contract Review: The date the contract will be reviewed.
  5. Contract Description: A brief description of the services provided under the overall contract.
  6. Contact Information: The person within the organization responsible for the contract. Please provide me with their full name, current job title, phone number and direct email address.
  7. number of agents; please provide me with the total number of contact center agents.
  8. number of sites; can you provide me with the number of sites covered by the contact center please.
  9. Contact Center Manufacturer: Who is the manufacturer of the contact center system you are running?
  10. Busy times: Please indicate the month(s) that the contact center is busiest/busiest during the year. This can be based on the number of calls. Your supplier may be able to tell you more quickly. For example, JAN-MAR, APR, JUNE.
  11. Are you using Microsoft Exchange 2003 as your mail server? If not, what product do you use?
  12. Number of Mail Users: Approximate number of mail users in organizations.

Please add any other comments attached to this contract if there are any upcoming changes in the organization regarding contact centers.

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

  1. 0800, 0845, 0870, 0844, 0300 number
  2. Call routing
  3. Caller ID
  4. Caller profile – linking caller details to caller records
  5. Interactive Voice Response (IVR)

For the contract relating to the above, can you provide me?

  1. Incumbent supplier: For each of the contracts, please provide me with the supplier of the contract.
  2. Average annual spend: the average annual spend (over 3 years) for each supplier
  3. Contract expiry: the date on which the contract expires.
  4. Contract Review: The date the contract will be reviewed.
  5. Contract Description: A brief description of the services provided under the overall contract.
  6. Contact Information: The person within the organization responsible for the contract. Please provide me with their full name, current job title, phone number and direct email address.

I WILL BE VERY GRATEFUL IF YOU ENTER THE INFORMATION IN THE ATTACHED WORKSHEET”

Our answer

I confirm that Ordnance Survey holds some of the information you requested.

A copy of the information, which may be disclosed, is contained in the spreadsheet (xlxs) in the format you requested (please note that no spreadsheet was attached to the request). Where information is not held or exempt from disclosure, this is indicated in the spreadsheet and the exemptions are further explained below:

Information exempted under Article 43(2) (Prejudice to commercial interests)

The contract referred to in part 2 of your request does not comply with the standard operating system terms and conditions or the CCS framework. After consultation with the third party, we consider the expenses, contract expiration and review dates, and contract description to be exempt from disclosure under Section 43(2) (Prejudice to Commercial Interests) of the FOIA 2000, as explained below:

We consider that the disclosure of the above information could harm the commercial interests of OS and the third party. Such information would prove advantageous to competitors in future procurement exercises and would compromise the third party’s ability to compete and could harm both parties’ ability to negotiate in future procurement exercises. Companies can lose trust in the operating system, compromising the integrity of the operating system and causing a negative impact on the reputation of the operating system.

Section 43(2) is a conditional exemption and we are required to consider the public interest.

Public interest test

OS recognizes the need for transparency; however, this must be balanced against the public interest in allowing OS and others to protect their business information, and not be disadvantaged in the competitive market in which we operate. Section 43(2) is a harm-based exception, and there is an inherent public interest in avoiding the specified harm. In this case, OS considers that the harm would be likely to occur. In light of the foregoing, we are satisfied that the public interest in maintaining the exemption outweighs the public interest in disclosure.

Information Exempt Under Section 40(2) (Personal Information)

The information you have requested regarding the full name, contact number and direct email address of the person responsible for the contract is exempt from disclosure under section 40(2) (personal information) of the Act FOI, because this information constitutes personal data.

Article 40(2) provides that personal data is exempt information if one of the conditions set out in Article 40(3) is met. In our opinion, disclosure of this information would breach the data protection principles contained in the General Data Protection Regulation and the Data Protection Act 2018

To reach this decision, we particularly took into account:

  • the reasonable expectations of the employees: given their functions, Ordnance Survey considered that none of the individuals would have a reasonable expectation that their personal data would be disclosed;
  • the consequences of disclosure; and
  • any legitimate public interest in disclosure.

Subsection 40(2) is an absolute exemption and therefore not subject to the public interest test.

However, under the obligation to provide information and assistance pursuant to Section 16 of the FOIA, we may provide the following information that may assist you in this matter.

You can find information about our sourcing process on our website in our sourcing pages, where there is also a “contact us” form. You can also contact us by phone via our Customer Service on 03456 05 05 05

Internal review

Your request has been processed in accordance with the Freedom of Information Act (FOIA) 2000. If you are not satisfied with our response, you may request an internal review with our Internal Review Officer by contacting him, within within two months of receiving our final response to your Freedom of Information (FOI) request, as follows:

Internal Review Officer
Customer Service Center
Munitions Survey
Adana Drive
Southampton
SO16 0AS

Contact us via our FoI form

Please include the reference number above. You can request an internal review if you believe Ordnance Survey has:

  • Did not respond to your request within the time limit (normally 20 working days)
  • Unable to tell you whether or not we hold the information
  • You have not provided the information you requested
  • Did not explain the reasons for the refusal of a request
  • Failure to correctly apply an exemption or exception

The internal review officer will not have participated in the initial decision. They will conduct an independent internal review and notify you of the outcome of the review normally within 20 working days, but exceptionally within 40 working days as directed by the Information Commissioner.

The Internal Review Officer will: maintain the original decision, provide an additional explanation of the exemption(s) applied, or disclose additional information, if deemed appropriate to do so.

Appeal to the Office of the Information Commissioner (ICO)
If, as a result of the internal review, you are still not satisfied with our response, you may appeal, within three months of receipt of our response, to the Information Commissioner’s Office.

Further information is available on the ICO website (ico.org.uk) under ‘Report a problem’ or you can call the ICO helpline on 0303 123 1113.