Telecare Alarm Receiving Software Package Specification for Call Centre Procurement

Description

North Hertfordshire District Council is seeking to update its current telecare calls handling platform by August 2025. The Council is engaging the market to assist in the formulation of a strategy for the procurement of a platform based on the preliminary specification.We would value the input of providers in answering the questions in our questionnaire so that we can gain the most up to date understanding of the market. Lot 1: -The telecare alarm receiving software package should possess the following key functionalities-Alarm Monitoring and Management:a) Real-time monitoring of incoming telecare alarms and calls.b) Realtime voice recording and playback of both inbound and outbound calls.c) Calls handling of both inbound and outbound calls.d) Efficient routing and distribution of alarms to call centre operators.e) Comprehensive alarm management features, including prioritization, escalation, and resolution tracking.f) Integration with existing telecare hardware and systems.Caller Identification and Information:a) Caller identification and verification mechanisms to ensure accurate and secure handling of alarms.Display of relevant caller information, including name, address, contact details, and medical history (if available).a) Capability to update and maintain caller information in a centralized database.8) Communication and Collaboration:a) Seamless communication between call centre operators and telecare users.b) Two-way voice communication with callers.c) The system should process calls protocols from both analogue and digital alarms including BS8521, Tunstall Telecom Legacy Protocols, CPC, TS50134, SCAIP and Now-IPd) Compliance with the relevant sections of BSI EN 50518_2019_A1_2023 Monitoring and Alarm Receiving Centree) The system should be an open platform processing signals from a wide range of manufacturers including but not limited to Chubb, Chiptech, Doro, LeGrand, Tunstall, Vivagof) Integration with multiple communication channels, such as telephone, VoIP, text messaging & MS Teams.g) Collaboration tools for operators to share information, record notes, and coordinate response efforts.Incident Reporting and Analytics:a) Generation of detailed incident reports, including alarm details, response times, and outcomes.b) Statistical analysis and reporting features to identify trends and patterns in alarm incidents.c) Customizable reporting options to meet the specific needs of the call centre.System Administration and Integration:a) User management capabilities for assigning roles, permissions, and access levels.b) Integration with existing call centre infrastructure and systems, such as CRM and database management.c) Secure data transmission and storage, compliant with relevant data protection regulations.d) Comprehensive bulk data deletion applications by search criteriaTechnical Requirements:a) The telecare alarm receiving software package should adhere to the following technical specificationsCompatibility:a) Support for the call centre's operating system(s), including compatibility with Windows, macOS, and Linux.b) Compatibility with commonly used web browsers (e.g., Chrome, Firefox, Safari).Scalability and Performance:a) Ability to handle a high volume of simultaneous alarms and calls without compromising performance.b) Scalability to accommodate future growth and increased call centre capacity.Reliability and Redundancy:a) Robustness to handle system failures, with provisions for backup and disaster recovery.b) Redundancy options to ensure continuous operation in the event of server or network outages.Security:a) Implementation of industry-standard security measures to protect sensitive caller information.b) Secure authentication and access controls for call centre operators.c) Compliance with relevant security standards, such as ISO 27001.Implementation and Support:a) Deployment: Detailed project plan as regards to switching form incumbent platform to new.b) Clear documentation and guidance for system installation and configuration.c) Minimal disruption to call centre operations during the implementation phase.Training and Support:a) Comprehensive training materials and resources for call centre operators and administrators.b) Ongoing technical support and maintenance services, incl. bug fixes and software updates.c) SLA response times and issue resolution