UKGC Phone Contract Details Revealed via FOI

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A Freedom of Information (FOI) request has shed light on the UK Gambling Commission's (UKGC) internal telephone systems, revealing a recent move to a modern, cloud-based solution. The disclosure provides a glimpse into the operational infrastructure of the body responsible for regulating the UK's gambling industry.

Responding to a request dated 3 August 2023, the UKGC confirmed it has a new managed telephone maintenance contract running until December 2025. The details offer insight into how the regulator, funded by operator licence fees, manages its core communication functions.

Key Contract Details

The FOI response reveals a significant technological shift for the Commission. Key findings include:

• System Type: The UKGC has moved to a "fully cloud based solution" using Microsoft Teams telephony. This replaces older, on-premises PBX systems.
• Supplier: The core service runs on Microsoft Teams, with SIP trunks (the technology that connects phone calls to the wider network) provided by Koris365.
• Contract End Date: The three-year contract is set to expire in December 2025, with a review scheduled for September 2025.
• System Users: The contract covers 72 telephone users.
• Application: The system runs a "Contact Centre Touchpoint" application, indicating it is used for handling external communications, likely from consumers and licensees.

Spending Data Not Provided

Notably, when asked for the annual average spend on the contract, the Commission responded with "Information not held." While the request asked for a three-year average, the recent move to a new system and supplier may explain the lack of historical data. However, the absence of any current or projected spending figures limits a full assessment of the contract's value.

Similarly, the UKGC declined to provide the name and direct contact details of the individual responsible for the contract. Instead, it directed enquiries to the Procurement Manager via a generic email address, a standard practice for public bodies to protect the personal data of staff members.

Why This Matters

The UKGC's operational efficiency and spending are of public interest, as its functions are funded by the fees paid by the gambling operators it regulates. This FOI disclosure shows the regulator is modernising its technology, which can lead to improved efficiency and communication.

The move to a cloud-based system like Microsoft Teams is a common trend across public and private sectors, often aimed at reducing costs and improving flexibility. The details confirm the contract was procured publicly via the Contracts Finder portal, adhering to government transparency guidelines. While the lack of financial data is a notable omission, the information provides a useful snapshot of the regulator's back-office operations.