Futures Housing Group is looking to appoint a provider to manage our out of hours call handling and telecare response call monitoring service for a period of 3 years with the option to extend for a further 2 years. This Tender has two lots to consider as described below:

Lot 1: Work Stream OOH and Call Monitoring Service,

Lot 2: Work Stream Warden Call Monitoring Service.

— cover all our out of hours telephone calls and to help our tenants make safe;

— available 24 hours a day, 365 days a year;

— must be TSA accredited platinum standard or equivalent;

— must have a robust disaster recovery process;

— carry out diagnostics and soft fixes;

— achieve 85 % service level (calls answered in under 60 seconds);

— archive under 5 % abandonment rate;

— daily incident log provided by 9 a.m. each working day;

— manage serious incidents in line with agreed FHG procedures;

— provide a local call rate number to ensure affordability for customers.

(premium rate numbers are unacceptable)

— must be accredited under the TSA quality standards framework (or equivalent);

— compatibility of monitoring centre to receive digital calls;

— must support GPS tracking and other tracking devices;

— support remote programming of devices if required;

— must have a robust disaster recovery process;

— ensure customer personal information is updated as requested by customers or FHG, this may also include updating device ID’s;

— set up and monitor temporary solutions in the event of hardwired/integrated device faults;

— provide daily fault reports where external contractors have been requested to attend both during office hours and out of hours.