Reference: FOI-2024-1984   

You asked

1. Contact Centre

a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.

b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?

c. How many contact centre agents do you have?

d. Do agents work from home? Or just your offices?

e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?

f. When is your contract renewal date?

g. Who maintains your contact centre system(s)?

2. CRM

a. Do you use a CRM in the contact centre? What platform is used?

b. Do you use the same CRM for the rest of the organisation? What platform is used?

c. Do you use a knowledge base / knowledge management platform? What platform is used?

3. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?

b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

We said

Thank you for your request, we have provided our answers in order of the request. 

1. Contact Centre 

 a. Yes 

b. We manage our own agents. 

c. 3 

d. The UK Statistics Authority operates a Flexible Working Framework which provides flexibility around where and when work is undertaken, subject to the requirements of the role. 

e. 8 x 8 

f. The Cloud Contact Centre Contract expiry date is 31/03/2025. 

g. In house admin - any major outages are supported by 8 x 8.

2. CRM 

a. Yes – 8 x 8 

b. N/A 

c. SharePoint is the knowledge management platform we use for the organisation.

3. AI & Automation 

a. Not in relation to the Customer Contact Centre. 

b. Yes, we use IBM RPA.