Connectivity and Network Services:
a. Who provides your WAN and internet connectivity and the annual spend on each
WAN (Capita, approximately £630,000.00 p.a.)
Internet (Nasstar, approximately £100,000.00 p.a.)
b. Who provides your SIP trunks and what is the annual spend
Trustmarque (approximately £6,000.00 p.a.)
c. Who provides your WAN services, is this MPLS, SD WAN or Internet, and what is the annual spend
Capita MPLS managed network (as above). ITT being advertised to replace with SD WAN services mid November 2024
d. Who provides your LAN infrastructure and what is your annual spend
CVD Group (approximately £13,000.00 p.a.)
e. Who provides your WIFI infrastructure and what is your annual spend
Meraki (approximately £13,500.00 p.a.)
f. Please confirm the manufacturer(s) of your wired network core and edge switching?
Devon County Council (DCC) can neither confirm nor deny that this information is held, in accordance with Section 31(3) of the Freedom of Information Act 2000.
The Council considers information relating to cyber security and associated controls to be exempt from disclosure under Section 31(1) (a) of the Freedom of Information Act 2000 – ‘Law Enforcement’ – ‘the prevention or detection of crime’. This is because disclosure places the organisation at risk of fraud and crime.
Our view is that this information constitutes valuable intelligence, which could be leveraged by a motivated cyber threat actor to inform a successful attack against our infrastructure. We feel that releasing this information would increase the chances of DCC becoming the victim of a cyber-attack. Attacks on IT systems are criminal offences. To provide information, or confirmation of information being held, might prejudice the prevention of crime by facilitating the possibility of an offence being carried out.
There is a very strong public interest in the effectiveness of law enforcement and the prevention of crime and although we appreciate that there is a general public interest in openness (because this increases public trust and engagement), this public interest should be weighed against a very strong public interest in safeguarding the security of Council networks and systems. Section 31 of the Freedom of Information Act 2000 states that there is a very strong public interest in protecting the law enforcement capabilities of public authorities.
We feel that significant weight should be applied to this public interest consideration given the current elevated cyber threat landscape facing public sector organisations. For these reasons we feel that the balance of public interest weighs in favour of withholding this information from disclosure.
g. When was your core network installed?
December 2021
h. Has it been updated subsequently?
Firmware updates, but the kit is still in its lifecycle.
i. Who maintains your core network?
CVD Group
j. When is the contract renewal date?
June 2025
k. Please confirm value of the initial project?
£53,000
l. Please confirm the value of annual support/maintenance services (in £)?
Please refer to responses a) and c)
Telephony and storage:
1. Telephony and UC/ Collaboration
a. Please confirm the manufacturer of your telephony system (s) that are currently in place
Microsoft Teams
b. When is your contract renewal date?
31st August 2027
c. Who maintains your telephony system (s)?
Nexus
d. Do you use Unified Communications or Collaboration tools , if so which ones?
Microsoft Teams
2. Microsoft
a. What Microsoft 365 licence do you have across the business e.g. E3,
E5 and A5
b. Which partner looks after your Microsoft tenant?
None
c. Where do you host your applications? Do you have on-premise infrastructure or do you host your applications in public or private cloud? Which?
On premise
3. Storage
a. Does your organisation use on-premise or cloud storage or both?
Both
b. Please confirm the on-premise hardware manufacturer
Dell
c. Please confirm your cloud storage provider
Microsoft
d. What is your annual spend on cloud storage?
Approximately £45,000.00
e. How do you back up your data and with who e.g. Backup as a Service
Rubrik for on-premises infrastructure/applications/databases, and also M365. Azure backup is utilised for some cloud hosted file services.
Contact Centre, CRM, and AI & Automation:
1. Contact Centre – target to organisations we know have a CC
a.Do you have a customer/ citizen facing contact centre? If not please skip these questions.
Yes
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
Own agents
c. How many contact centre agents do you have?
Licensed for 380
d. Do agents work from home? Or just your offices?
Hybrid working
e. Please confirm the manufacturer of your contact centre system (s) that are currently in place?
Netcall Liberty
f. When is your contract renewal date?
31st August 2027
g. Who maintains your contact centre system (s)?
Netcall
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
No
b. Do you use the same CRM for the rest of the organisation? What platform is used?
N/A
c. Do you use a knowledge base / knowledge management platform? What platform is used?
Ivanti
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
No
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Not in corporate use