FOI request (FOIR-628434723)

Contact Centre

Requested Fri 05 July 2024
Responded Fri 12 July 2024

a. How many contact centre agents do you have?

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

c. Please confirm which channels you are using today (for example, voice, web chat, social media direct messaging, SMS, email, WhatsApp, and so on)?

d. When is your contract renewal date?

e. What is the name of the 3rd party that provides maintenance/support your contact centre system(s)?

f. Who in your organisation is ultimately responsible for the contact centre system? Please provide job title at the least.

Response

a. 14

b. Refused, please see below.

c. Voice and email

d. 2027

e. Refused, please see below.

f. Head Of IT

NOTICE OF REFUSAL

The information you have requested in relation to (b) and (e) is commercially sensitive and falls under Section 43 of the Freedom of Information Act - Commercially Sensitive Information - Information prejudicing commercial interests - commercial interest relating to an organisations commercial activity and may include trading activity, procurement, and relationships with third parties.

The exemption afforded by Section 43 is subject to what is known as the 'public interest test'. When applying the test in a particular case a public authority is deciding whether the public interest is better served by non-disclosure than by disclosure.

Although the Freedom of Information Act does not define 'in the public interest', there is a presumption under Freedom of Information that openness is in the public interest. In applying the public interest test a public authority will take into account the distinction that has been often made by courts between things that are in the public interest, and things that merely interest the public. Where applicants have not identified public interest considerations succinctly or accurately, the public authority has a responsibility under the Act to make their own assessment of the public interest considerations in the particular case.

We have identified the following public interest factors that may be seen as encouraging the disclosure of information:

a) accountability of public spending.

We consider these factors to be of limited relevance in relation to the information in question.

Public interest factors seen as encouraging non-disclosure are, generally, the exemptions themselves. In consideration of this matter we came to the following conclusions:

a) ensuring that companies are able to compete for business fairly.

b) damage to reputation and/or financial interests.

In weighing the factors for and against disclosure we have concluded that the likely benefit to the applicant and the wider public of disclosure is outweighed by the likely prejudice caused by such disclosure and that therefore the public interest is better served by non-disclosure.

For the reasons given above we will not be communicating to you the information you have requested.