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21071 – Telephone System Maintenance Contract

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Ref: FOI/21071 

RE: FREEDOM OF INFORMATION ACT 2000 REQUEST 

I am writing to confirm that the West Midlands Fire Service has now completed its search for the information you requested further to your freedom of information request. 

Please find below a summary of our findings. 

Request 

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) 

Reply 

Managed 

Request 

  1. Existing Supplier: If there is more than onesupplier please split each contract up individually. 

Reply 

Maintel 

Request 

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

Reply 

Maintel £20k per annum 

Request               

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

Reply 

As a major emergency service provider, you will appreciate that we must ensure that our communication systems are appropriately protected. Releasing detailed information about our telephone system infrastructure in response to your request and other similar requests under Freedom of Information has wider implications that we must consider. By this we mean that disclosing this information may prejudice our ability to maintain our own and national security. We believe that maintaining security and ensuring public safety in a national and local context takes precedence over this request. 

We accept that this type of information is of interest to commercial companies and to researchers but believe that it is not in the greater public good to release detailed information. 

We do not imply that release of this information alone would necessarily be immediately detrimental but taken with other information we consider that it could have an adverse effect on our capability, effectiveness and security. Given the current security climate in the UK we recognise the necessity to take a precautionary approach. In this situation we have also taken account of whether the release of this information, could, if put together with other available information, cause damage. After consideration we concluded that this type of information cannot be divorced from its context and looked at in isolation. In some circumstances, releasing this information could give rise to prejudice that would not otherwise have existed, because, taken together with other information requested, it could disclose a composite of information which is more sensitive than its individual parts taken separately. 

We are therefore refusing your request under Freedom of Information exemptions, s24 National Security, and s44 Prohibition on Disclosure. 

In taking this decision we have taken note of the Centre for Protecting the National Infrastructure Guidance on disclosure of sensitive information, which states 

“…. that national security is paramount and should be considered carefully in any government or commercial decision to release or disseminate information to the public”. 

This guidance continues to state that careful consideration must be given before disclosing ‘precise information which exposes an organisation’s information or process control systems to the threat of electronic attack’. 

Some of these exemptions are subject to the public interest test. This means that we must consider whether the public interest in releasing the information outweighs the public interest in refusing to disclose. We have considered that it is in the interest of the majority of the public to protect our systems from potential harm, in order to support us to ensure public safety. We have also decided that the likelihood of damage to our systems need not be immediate as the impact would, in an emergency situation, be potentially serious. 

We also considered whether release of this information is in the public interest in terms of explaining our decisions, ensuring accountability, or providing transparency into our handling of public finances. We have concluded that the detail of this information is not necessary to meet the public interest or reassure public concerns. As a result, we have decided that the public interest is better served by not disclosing this detailed information.” 

Request      

  1. Number of telephone users:

Reply 

1200 

Request      

  1. Contract Duration: please include any extension periods.

Reply 

12 months 

Request      

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

Reply 

30th May 2022   

Request      

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

Reply 

31st May 2021 to 30th May 2022   

Request      

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

Reply 

As a major emergency service provider, you will appreciate that we must ensure that our communication systems are appropriately protected. Releasing detailed information about our telephone system infrastructure in response to your request and other similar requests under Freedom of Information has wider implications that we must consider. By this we mean that disclosing this information may prejudice our ability to maintain our own and national security. We believe that maintaining security and ensuring public safety in a national and local context takes precedence over this request. 

We accept that this type of information is of interest to commercial companies and to researchers but believe that it is not in the greater public good to release detailed information. 

We do not imply that release of this information alone would necessarily be immediately detrimental but taken with other information we consider that it could have an adverse effect on our capability, effectiveness and security. Given the current security climate in the UK we recognise the necessity to take a precautionary approach. In this situation we have also taken account of whether the release of this information, could, if put together with other available information, cause damage. After consideration we concluded that this type of information cannot be divorced from its context and looked at in isolation. In some circumstances, releasing this information could give rise to prejudice that would not otherwise have existed, because, taken together with other information requested, it could disclose a composite of information which is more sensitive than its individual parts taken separately. 

We are therefore refusing your request under Freedom of Information exemptions, s24 National Security, and s44 Prohibition on Disclosure. 

In taking this decision we have taken note of the Centre for Protecting the National Infrastructure Guidance on disclosure of sensitive information, which states 

“…. that national security is paramount and should be considered carefully in any government or commercial decision to release or disseminate information to the public”. 

This guidance continues to state that careful consideration must be given before disclosing ‘precise information which exposes an organisation’s information or process control systems to the threat of electronic attack’. 

Some of these exemptions are subject to the public interest test. This means that we must consider whether the public interest in releasing the information outweighs the public interest in refusing to disclose. We have considered that it is in the interest of the majority of the public to protect our systems from potential harm, in order to support us to ensure public safety. We have also decided that the likelihood of damage to our systems need not be immediate as the impact would, in an emergency situation, be potentially serious. 

We also considered whether release of this information is in the public interest in terms of explaining our decisions, ensuring accountability, or providing transparency into our handling of public finances. We have concluded that the detail of this information is not necessary to meet the public interest or reassure public concerns. As a result, we have decided that the public interest is better served by not disclosing this detailed information.” 

 

Request      

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

Reply 

As a major emergency service provider, you will appreciate that we must ensure that our communication systems are appropriately protected. Releasing detailed information about our telephone system infrastructure in response to your request and other similar requests under Freedom of Information has wider implications that we must consider. By this we mean that disclosing this information may prejudice our ability to maintain our own and national security. We believe that maintaining security and ensuring public safety in a national and local context takes precedence over this request. 

We accept that this type of information is of interest to commercial companies and to researchers but believe that it is not in the greater public good to release detailed information. 

We do not imply that release of this information alone would necessarily be immediately detrimental but taken with other information we consider that it could have an adverse effect on our capability, effectiveness and security. Given the current security climate in the UK we recognise the necessity to take a precautionary approach. In this situation we have also taken account of whether the release of this information, could, if put together with other available information, cause damage. After consideration we concluded that this type of information cannot be divorced from its context and looked at in isolation. In some circumstances, releasing this information could give rise to prejudice that would not otherwise have existed, because, taken together with other information requested, it could disclose a composite of information which is more sensitive than its individual parts taken separately. 

We are therefore refusing your request under Freedom of Information exemptions, s24 National Security, and s44 Prohibition on Disclosure. 

In taking this decision we have taken note of the Centre for Protecting the National Infrastructure Guidance on disclosure of sensitive information, which states 

“…. that national security is paramount and should be considered carefully in any government or commercial decision to release or disseminate information to the public”. 

This guidance continues to state that careful consideration must be given before disclosing ‘precise information which exposes an organisation’s information or process control systems to the threat of electronic attack’. 

Some of these exemptions are subject to the public interest test. This means that we must consider whether the public interest in releasing the information outweighs the public interest in refusing to disclose. We have considered that it is in the interest of the majority of the public to protect our systems from potential harm, in order to support us to ensure public safety. We have also decided that the likelihood of damage to our systems need not be immediate as the impact would, in an emergency situation, be potentially serious. 

We also considered whether release of this information is in the public interest in terms of explaining our decisions, ensuring accountability, or providing transparency into our handling of public finances. We have concluded that the detail of this information is not necessary to meet the public interest or reassure public concerns. As a result, we have decided that the public interest is better served by not disclosing this detailed information.” 

Request      

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

Reply 

2nd line support and maintenance agreement   

Request      

  1. 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.

Reply 

PBX has been extended with incumbent due to upgrade delays during Covid. This will need to go out to market via a Framework which hasn’t been yet identified. 

Request      

  1. 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.

Reply 

With regards for the contact details of ICT Manager, WMFS ICT Department operates a single point of contact policy and callers are directed to the ICT Service Desk via HQ general contacts on 0330 058 9000. The call will be directed to the ICT Service Desk and allocated to the ICT specialist with responsibility for the specific service.  There is a direct email address for suppliers making sales enquires email: procurement.enquires@wmfs.net.  Furthermore, guidance from the Information Commissioner’s Office is as follows: 

The presumption is in favour of protecting privacy, so the release of personal information will only be fair if there is a genuine reason to disclose. This involves a three-stage test. A public authority will generally have to satisfy itself that: 

There is a legitimate interest in disclosure; 

The legitimate interest can only be met, or fully met, by the disclosure of information which identifies individuals (i.e. the disclosure is necessary to that purpose); and, the disclosure would not involve unwarranted detriment to the individual’s privacy or other rights and legitimate interests. 

You can find out more about FOI exemptions from the Information Commissioner’s Office.  This will explain which one or more of the FOI exemptions applies, and tell you how to appeal if you disagree with our decision 

 

Request       

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

  

  1. Number of telephone Users:

Reply 

N/A 

Request      

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

Reply 

N/A 

Request      

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

Reply 

N/A 

Request      

  1. 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.

Reply 

With regards for the contact details of ICT Manager, WMFS ICT Department operates a single point of contact policy and callers are directed to the ICT Service Desk via HQ general contacts on 0330 058 9000. The call will be directed to the ICT Service Desk and allocated to the ICT specialist with responsibility for the specific service.  There is a direct email address for suppliers making sales enquires email: procurement.enquires@wmfs.net.  Furthermore, guidance from the Information Commissioner’s Office is as follows: 

The presumption is in favour of protecting privacy, so the release of personal information will only be fair if there is a genuine reason to disclose. This involves a three-stage test. A public authority will generally have to satisfy itself that: 

There is a legitimate interest in disclosure; 

The legitimate interest can only be met, or fully met, by the disclosure of information which identifies individuals (i.e. the disclosure is necessary to that purpose); and, the disclosure would not involve unwarranted detriment to the individual’s privacy or other rights and legitimate interests. 

You can find out more about FOI exemptions from the Information Commissioner’s Office.  This will explain which one or more of the FOI exemptions applies, and tell you how to appeal if you disagree with our decision 

Request      

 Also, if the contract is due to expire please provide me with the likely outcome of the expiring contract. 

Reply 

N/A 

Request      

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? 

Reply 

N/A 

If you have any queries about this Freedom of Information request, please contact us. Please remember to quote the reference number above in any future communications.  

For service complaints, issues or comments regarding this request please contact The Public Relations Department, West Midlands Fire Service, 99 Vauxhall Road, Birmingham, B7 4HW 

Further information concerning Freedom of Information requests can be found on the Information Commissioner website at either the following link: https://ico.org.uk/ or at Wycliffe House, Water Lane, Wilmslow, SK9 5AF. 

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