FOI 741-2025 / Jul 2025 / Contracts

FREEDOM OF INFORMATION REQUEST REFERENCE NO: 741-2025

 

I write in connection with your request for information which was received on 22^nd July 2025 as follows:

 

You may have received the same request in the past and this information sent has now expired and I require an update as soon as possible for the information below.

 

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 experience
2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram
3. 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 supplier

 

3. 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.

 

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 number
2. Routing of calls
3. Caller Identifier
4. Caller Profile- linking caller details with caller records
5. 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 supplier

 

3. 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 find the Warwickshire Police response set out below.

Part 1: Contact Centre

 

Q1, Q3, Q4, Q6 response:

 

1. Supplier: Softcat 

Contract duration: 3 years plus 2 x 12 months extensions 

Contract expiry: 29^th June 2028 plus extension options 

Contract description: Avaya Equipment Support and Maintenance

 

2. Supplier: Softcat.  

Contract duration: 3 years

Contract expiry: 29^th June 2028

Contract description: Avaya Licensing

 

3. Supplier: West Pier Telecom

Contract duration: 1 year

Contract expiry: 29^th June 2026

Contract description: Rental & support costs for 101 & 999 lines

 

4. Supplier: Zetron

Contract duration: 3 years

Contract expiry: 31^st March 2027

Contract description: Call Back Assist (CBA) Install, Licences & Support. To assist demand on 101 service offering call back option to members of public rather than remaining on hold

 

5. Supplier: Phoenix Software

Contract duration: 3 years plus 2 x 12 months extensions

Contract expiry: 17^th March 2028 plus extension options

Contract description: Zetron Cortex Software & Uniphore Including Support & Maintenance

 

6. Supplier: Phoenix Software

Contract duration: 3 years.

Contract expiry: 31^st March 2027

Contract description: Microsoft Enterprise Licence Agreement.

 

7. Supplier: Grey Space CC Ltd

Contract duration: 5 years plus a 1-year extension

Contract expiry: 30^th September 2028

Contract description: Wallboard & Desktop Visual Alerts for 999 Calls

 

8. Supplier: Specialist Computer Centres 

Contract duration: 3 years plus 2 x 12 months extension

Contract expiry: 30^th June 2027 no further extension options

Contract description: STORM Licences plus Support & Maintenance

 

Please be advised that information in relation to these contracts is available within the public domain.  Please see the below link:

 

https://sell2.in-tend.co.uk/blpd/contracts

 

Once you have entered the website please select:

 

‘Warwickshire Police’ in the Organisation field and each of the following contract numbers in the Contract Reference field:

 

1. WP25-0009
2. WP25-0010
3. WPA25-0091
4. WP24-0021
5. WP25-0011
6. WP23-0127
7. WP23-0094
8. WP21-0084

 

Q2 response: The force is not required to monitor average spends per supplier, and therefore our answer is no information held.

 

Q5 response: Contracts are usually reviewed 3 to 6 months prior to end date.

 

Q7 response: Please be advised that the contact is IT Procurement Manager, [email protected]

 

Q8 response: 113

 

Q9 response: 2

 

Q10 response: Sopra Steria

 

Q11 response: No, we use O365

 

Q12 response: 2100 approx

 

 

Part 2: Inbound network services contract(s)

 

Q1 response: Suppliers: Virgin Media, West Pier and BT combined.

 

Q2 response: The force is not required to monitor average spends per supplier, and therefore our answer is no information held.

 

Q3 response: No information held; call charges are based on usage rate and are rolling charges per month.

 

Q4 & Q5 response: Not applicable, see response to Q3.

 

Q6 response:  Please refer to response at Q7 of Part 1.

 

Every effort has been made to ensure that the information provided is as accurate as possible.

 

Your attention is drawn to the below which details your right of complaint.

 

Should you have any further enquiries concerning this matter, please write or email the Freedom of Information Unit quoting the reference number above.

 

Yours sincerely

Freedom of Information Officer

Freedom of Information Unit
Warwickshire Police

PO Box 4

Leek Wootton

Warwickshire

CV35 7QB

[email protected]