Outsourcing of Superfast Cymru Enquiries

Descriptions

From June 2016 an external provider is needed to deliver customer services enquiry support for the Superfast Cymru project and Access Broadband Cymru (ABC) team.As far as possible all Superfast Cymru enquiries will be handled by the external provider escalating when necessary to the Welsh Government.The provider will handle initial enquiries for ABC supporting the enquirer up to the point where an application can be made for a grant.Key requirements of the service will include:-Responding to email, telephone and social media enquiries as necessary.-Replying to all emails within the standard 5 working day response time.-Availability to reply/answer to enquiries at least during normal Welsh Government working hours (08.30 – 17.30 Monday to Friday – inline with service offered by Welsh Government general enquiries telephone line).-Ability to deal with all enquiries bilingually (English and Welsh) in line with the Welsh Language Standards. http://gov.wales/about/welshlanguagestandards/?lang=en-Use of Welsh Government provided frequently asked questions document to reply to all enquiries.-Informing Welsh Government on a daily basis of any extra information needed for enquiries and reply back to enquirer when information is received.-Escalating enquiries and complaints when necessary to Welsh Government team. External provider should ensure that as far as possible complaints and enquiries are handled by their own team.-Recognising (after training) all enquiries that are classed as ministerial correspondence, Freedom of Information requests or official complaints to the Welsh Government and forwarding these to the Welsh Government team when received.-Logging all enquiries on Welsh Government provided database.-Providing reports needed against agreed KPIs at regular agreed time periods.-Attending (in person or by phone) regular update and performance meetings with Welsh Government staff at agreed time periods.-Escalating any issues as they arise (e.g. changes needed to frequently asked questions) through update meetings or before if necessary.-Adapting to changing volume (including peaks and troughs) and nature of enquiries due to any changes to the project, planned marketing and engagement activities (which Welsh Government will keep the supplier updated on) or any other external factors that are outside the control of the Welsh Government (e.g. press stories on Superfast Cymru or broadband suppliers own marketing of ABC scheme).Current Enquiries Volumes:Superfast Cymru - Average volumes of enquiries are 2/3 calls a week, 100 emails a week and 100 social media enquiries a month.Please note that currently there is no telephone number advertised for Superfast Cymru. It is possible that we will decide to publicise an enquiries number going forward.ABC – Average volumes of initial enquires 10 emails and 10 calls a week.Call times are estimated to be between 5 – 15 minutes.Timescale:The service needs to be in place by mid June 2016 in readiness to replace the existing Enquiries arrangementsNOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at http://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=45529.