Telephone & Website Information

1. Contact Centre/Call Centre Contracts (Contracts and Costs associating to all/any systems used to manage Inbound Contact to FSS 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", we are referring to Inbound Call, Telephony and Email Management Services, and any other inbound channels used by citizens to make contact with FSS.)

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?

4. Incumbent Supplier: For each of the contract(s) can you please provide me with the supplier of the Contract?

5. Annual Average Spend: the annual average (over 3 years) spend for each supplier?

6. Who is the senior officer (outside of procurement) responsible for these contract areas (including website)?

1 & 2. Food Standards Scotland (FSS) has a dedicated ‘switchboard’ number that is governed with the Scottish Government network and we do not hold specific costs for that service.

3a. 144,909 page views, 55,201 users (average from 1 March 2020 to 28 February 2021).

b. Whitespace hosts and maintains the website. Content is managed by the Communications & Marketing team.

c. Yes.

- Expression Engine.

- 2% of users in the last year have used the search (average from 1 March 2020 to 28 February 2021).

- Site search is built into the CMS.

4. Whitespace.

5. £75,223.

6. The Branch Head for the Communications & Marketing team however this post is currently vacant.