Out of Hours Emergency service

Descriptions

Denbighshire County Council are testing the market to see if there are organisations with the relevant skills, knowledge and experience to deliver a service to provide a fully bilingual Out of Hours Emergency service (for all Council services other than Social Service requests) between 5pm - 8:30am Monday to Friday, all day at weekends and Bank Holidays. It service also provides the Council a contingency solution for business continuity during’ emergencies’ when call volumes reach a peak.We would like to invite expressions of interest to deliver the following:1) A single, line managed, fully bilingual (Welsh and English) operating 24 hour/365 days per year, assistive call monitoring service including lone worker and out of hours call monitoring.2) A robust, life critical, cost effective disaster recovery and business continuity facility.3) A sustainable future proofed call monitoring service with growth potential;4) Service delivered according to Telecare Standards Agency (TSA) Accreditation;5) Service delivered according to British Standard ISO 9001:2008 Quality Management Systems;6) Additional days agreed in advance to provide business continuity for the Commissioners7) Call recording8) CRM system to record all contact9) Monthly call logging statistical information e.g. queuing time, abandon rate date/time of call , type of call etc10) Daily reports of non-emergency enquiries that need follow up during usual business hours11) Ad hoc reports as required12) Quarterly Customer Satisfaction Results13) A dedicated line which clearly identifies client group.14) All employee services including line management, training, supervision and personal development meetings to include professional qualification15) Regular operational Review meetings (at least 1 every quarter)16) Customer Care/Services17) Effective costing/charging structureRecent statistics show this service handles on average 250 calls per month with an average of over 100 outgoing calls being made to engineers per month