Information technology services to provide a service and facilities:

— Call handling software to meet Telecare Services Association (TSA) standards;

— Ability to identify individual personal and environmental sensor activation;

— 1 dedicated line for emergency calls;

— 24/7, all year round call monitoring service;

— At least 3 300 connections;

— Minimum of 2 x call handlers at any given time;

— Appropriate advice, reassurance, response to calls;

— Full disaster recovery system in place;

— Ability to respond to 100 % of all activations within 180 seconds;

— Effective emergency out of hours repairs call handling (to include repair diagnostic for priority assessment).