Telecare Alarm Service Business Continuity Support Including Call Handling Provision (Disaster Recov

Caerphilly County Borough Council (CCBC) are seeking expressions of interest from alarm monitoring receiving centres (ARCs) with a SaaS based digital UMO platform for the delivery of an alarm monitoring service if a service disruption prevents the councils in-house ARC team from being able to answer calls.CCBC’s Telecare Call Handling Service (known as Caerphilly Careline) has systems in place to reduce the likelihood of an event causing a disruption to the service, however, the service has needed to use its existing arrangements for the outgoing platform around X times a year. The most common reason for this is due to fire alarm activations in the building in which the ARC is currently based.It is expected that the switchover to business continuity support will be tested once a month.Caerphilly Careline is in the process of transitioning to an UMO platform and will require this business continuity support to be in place when the service goes live.Caerphilly Careline currently supports around 5200 connections, of these 44% are dispersed alarm connections and 56% are hard-wired scheme connections. These connections are a mix of lifeline only (button and box) and connections with additional telecare peripherals.Caerphilly Careline supports its own direct clients (Caerphilly County Borough social services clients and housing department residents), as well as supporting two other local authorities and three housing associations.A range of analogue and digital dispersed and hard-wired equipment will be supported at the time of go live.In addition to business continuity call handling support, Caerphilly requires support for a telecare dispersed alarm based within the ARC, to be used by the operators to summon help in the event of an emergency and to initiate business continuity call handling. It is expected that the equipment will be tested monthly.Caerphilly County Borough Council are seeking an ARC to provide business continuity call handling with the following capability and capacity:- Ability to manage circa 5200 + connections from a combination of dispersed and hard-wired equipment, and a range of telecare devices.- Ability to support other call services provided by Caerphilly Careline (currently lone worker monitoring, security dialler monitoring, out of hours repairs and general calls, expected to include GPS mapping once the new solution is in place)-Ability to increase capacity if the ARCs connection numbers increase.-Ability to respond to an emergency dispersed alarm based in Caerphilly Careline’s ARC.TSA Quality Standards Framework certified organisation.Capacity to respond to Caerphilly Careline’s calls within TSA Quality Standards framework timescales.Ability to respond to calls in accordance with Caerphilly Careline’s call handling procedures.Able to provide a response at any time 24/7 every day of the year including public holidays.Able to quickly implement call handling following a request to provide the service.Robust business continuity and contingency planning arrangements to minimise the risk of disruption to service.Certified to cyber essentials plus as a minimum, preferably certified to ISO27001.Compliant with the requirements of the Welsh Language (Wales) Measure 2011Willingness to develop call handling provision in line with technological advances and service development.Please note a contract will only be awarded subject to appropriate agreements being in place (for example DPA, and third-party access agreements provided by the Council)If you would like to express an interest, please complete the response form at appendix 1 attached to this notice.All expressions of interest must be received no later than 12 Noon Tuesday 08 August 2023 and received via the Councils e-tendering platform Proactis Plaza.https://supplierlive.proactisp2p.com/Account/LoginSearch for Project Name - Telecare Alarm Service business continuity support including call handling provision.Request number RQST14014For further information about this service please contact [email protected] is not an invitation to tender, nor does it preclude or favour eligibility to participate in the formal procurement if or when it starts.Details in this EOI are subject to being updated or changed.The Council reserves the right to cancel, postpone, suspend or abort this EOI at any stage.The issue of this EOI in no way commits the Council to commence a procurement process.NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=133436.