Call Handling Resilience and Capacity Framework

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            "name": "NHS 24",
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                "title": "Call Handling Resilience and Capacity Framework",
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            "performanceTerms": "Provider must possess reliable call recording facilities. The provider must adhere to security procedures standard ISO-27000:2013. Further to any agreement between NHS 24 and the 3rd Party, the Providers Information Security management Procedures must be evidenced in writing and NHS 24 will carry out an audit of its data processes to satisfy itself of their compliance."
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                    "minimum": "III.1.2)/4B.1.1 Economic and Financial Standing Bidders will be required to have a minimum \"general\" yearly turnover of 500,000 GBP for the last 2 years: III.1.2/4B.3 Where turnover information is not available for the time period requested, the bidder will be required to state the date which they were set up or started trading. III.1.2/4B.5.1 It is a requirement of this contract that bidders hold, or can commit to obtain prior to the commence of any subsequently awarded contract, the types and levels of insurance indicated below: Employer's (Compulsory) Liability Insurance = 5M GBP Public Liability Insurance = 2M GBP Professional Indemnity Insurance = 5M GBP"
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                    "description": "Documented arrangements for carrying out risk assessments capable of supporting safe methods of work and reliable contract delivery where necessary. This must demonstrate that the bidder has in place, and implements, procedures for carrying out risk assessments and for developing and implementing safe systems of work (\"method statements\"), and be able to provide relevant indicative examples. The identification and control of any significant occupational health issues must be prominent.",
                    "minimum": "III.1.3/4C Technical and Professional ability 4C.1.2 Bidders will be required to provide examples that demonstrate that they have the relevant experience to deliver the services/supplies as described in part II.2.4 of the OJEU Contract Notice. Score = 15 4C.2 Bidders will be required to confirm details of the technicians or technical bodies who they can call upon, especially those responsible for quality control. Score = 10 4C.3 Bidders will be required to demonstrate that they have (or have access to) the appropriate technical facilities, study and research facilities and quality measures to deliver the types of requirements detailed in II.2.4 in the OJEU Contract Notice. Score = 15 4C.4 Bidders will be required to confirm that they have (or have access to) the relevant supply chain management and tracking systems used by them to deliver the types of requirements detailed in II.2.4 in the OJEU Contract Notice. Score = 10 4C.6 Bidders will be required to confirm that they and/or the service provider have the following relevant educational and professional qualifications: The provider must provide agents that hold PVG Scheme membership. Agents should be registered on both parts of the Scheme. Score = 15 4C.8.1 Bidders will be required to confirm their average annual manpower for the last three years. Score = 5 4C.8.2 Bidders will be required to confirm their and the number of managerial staff for the last three years. Score = 5 4C.9 Bidders will be required to demonstrate that they have (or have access to) the relevant tools, plant or technical equipment to deliver the types of requirements detailed in II.2.4 in the OJEU Contract Notice. Score = 15 4C.10 Bidders will be required to confirm whether they intend to subcontract and, if so, for what proportion of the contract. Score = 10 III.1.3/4D.1a Quality The bidder must have the following: A documented policy regarding quality management. The policy must set out responsibilities for quality management demonstrating that the bidder has, and continues to implement, a quality management policy that is authorised by their Chief Executive, or equivalent, which is periodically reviewed at a senior management level. The policy must be relevant to the nature and scale of the work to be undertaken and set out responsibilities for quality management throughout the organisation. Documented arrangements for providing the bidder's workforce with quality related training and information appropriate to the type of work for which this organisation is likely to bid. This will demonstrate that the organisation has in place, and implements, training arrangements to ensure that its workforce has sufficient skills and understanding to discharge their various responsibilities. These must include a programme of training that will keep the workforce up to date with required knowledge about quality related issues, including copies of job profiles; training manuals and records. Documented arrangements that the organisation has a system for monitoring quality management procedures on an on-going basis. The bidder's organisation must be able to provide evidence of systematic, periodic review and improvement of quality in respect of output and general performance Documented arrangements for ensuring that the bidders apply quality management measures that are appropriate to the work for which they are being engaged. A documented process demonstrating how the bidder deals with complaints. The bidder must be able to provide details of how their organisation maintains records of any complaints received and how corrective measures are carried out to prevent reoccurrence."
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    "language": "EN",
    "description": "NHS 24 wishes to procure contact centre call handling resource services that could be rapidly deployed at any time during a 4 year period to meet the demands of a Pandemic Flu scenario or any other major service impacting situation affecting the citizens of Scotland. The framework needs to have the flexibility to respond and integrate with NHS 24 via an outsourced or insourced solution, to a number of different scenarios given the unpredictable and ever changing nature of a Pandemic or similar demand. The Contractor will be required to supply resource to deal with potentially complex medical enquiries using a clinical algorithm and although full clinical supervision will be provided by NHS 24, the call takers will require a minimum degree of competency in call handling skills and dealing with complex customer service enquiries. The Contractor will require to have a strong cultural fit with NHS 24 in being able to demonstrate a strong commitment to quality and delivering the highest standards of service to all callers. It is intended that NHS 24 will enter into a Framework Agreement with a number of Contractors (minimum of 3). However there is no guarantee that any Contractor will be awarded a call off contract under the framework. Contractors must complete the ESPD Document by the return date outlined in this Contract Notice. NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=502630. The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at http://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx. Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. (SC Ref:502630) Download the ESPD document here: http://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=502630",
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