FOI20/21 201 Contract Details
FOI reference: 20/21 201
Date received: 09/03/2021
Date responded: 30/03/2021
Information requested
1. Contact Centre/Call Centre Contracts (Contracts and Costs associating to all/any systems used to manage Inbound Contact to SQA from Citizens. (i.e Call/Telephony Management Systems, Email Management Services/software, Help Desk Agents and Hotlines etc.)
2. Inbound Network Services Contracts (by "Inbound Network Services", I am referring to Inbound Call, Telephony and Email Management Services, and any other inbound channels used by citizens to make contact with SQA.)
3. Website Traffic Spend/Analysis (even if hosted by an Agency)
a) Number of Visits per month (Average)
b) Who is the supplier/agency/internal stakeholder responsible for hosting/maintaining and managing the website(s)?
c) Does your organisation's website(s) have an on-site search bar?
- What Content Management System is your site-search connected to (if so)?
- What is the Search Bar Utilisation? (If known, % of Website visitors)
- Who is the Supplier/Owner of the on-site search on your website?
Please send me the following information for each:
1. Incumbent Supplier: For each of the contract(s) can you please provide me with the supplier of the Contract?
2. Annual Average Spend: the annual average (over 3 years) spend for each supplier?
3. Who is the senior officer (outside of procurement) responsible for these contract areas (including website)?
Response
Questions 1 and 2 - Telephony Supplier - ATOS
Spend -
1st April 2018 - 31st March 2019 - £252k,
1st April 2019 - 31st March 2020 - £131k,
1st April 2020 - 23rd March 2021 - £199k
Question 3 - Content Management System Supplier - Civic Computing,
Spend -
1st April 2018 - 31st March 2019 - £201k,
1st April 2019 - 31st March 2020 - £182k,
1st April 2020 - 23rd March 2021 - £201k
All contracts are handled by the Procurement Team. Their contact details are provide on our website and can be accessed here.
Question 3 (a) Number of Visits per month (Average)
This can be shown in multiple ways:
Page views: 1,905,221
Users: 293,684
Sessions: 621,797
Question 3 (c) Does your organisation's website(s) have an on-site search bar? What is the Search Bar Utilisation? (If known, % of Website visitors)
Yes SQA has an on-site search bar and 47.5% of sessions on average used site search, this was 10,632,329 or 295,342 a month.
Related Information
- Subject access request form
- SQA Publication Scheme (180 KB)
- SQA Record of Processing (49 KB)