FOI T048/24 - Telephone Maintenance Contract

Following receipt of your request, searches were conducted with the IT and Procurement Departments of Northumbria Police. We can confirm that the information you have requested is held in part by Northumbria Police.

We are able to disclose the located information to you as follows.

You asked:

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 if all the information is still the same besides the contracts dates please send just the new contract dates. It would be much appreciated.

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

Fully managed Contract.

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

BT.

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

£390,000 per annum.

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

Avaya.

5. Number of telephone users:

5278.

6. Contract Duration: please include any extension periods.

4 years with option to extend further 3 years.

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

30 September 2027.

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

1 April 2026.

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

Avaya Aura Contact Centre and Communications Manager.

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

VoIP.

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

Fully managed contract supporting all telephony within the force. 24hr support (under call out) with SLA’s for fix. Proactive monitoring of services. Service also includes audio recording on lines within the Communication Centres.

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.

Tender via CCS framework agreement, RM3808.

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

Any enquiries can be submitted through - [email protected].

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.

N/A.

If the contract is a managed service or is a contract that provides more than just telephone maintenance, please can you send me all the information specified above including the person from within the organisation responsible for that particular contract.

Service covers telephony and voice recording via BT.

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

1. Number of telephone 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.

N/A.

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?

BT and 4Net.