--- title: "Telecare Alarm Receiving Software Package Specification for Call Centre Procurement" ocid: "ocds-h6vhtk-03f7e5" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03f7e5" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03f7e5.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03f7e5.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "NORTH HERTFORDSHIRE DISTRICT COUNCIL" published: "2023-08-30" --- # Telecare Alarm Receiving Software Package Specification for Call Centre Procurement Buyer: NORTH HERTFORDSHIRE DISTRICT COUNCIL Current stage: Planning OCID: ocds-h6vhtk-03f7e5 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03f7e5) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03f7e5.json) ## Summary The North Hertfordshire District Council is planning a tender for the procurement of a Telecare Alarm Receiving Software Package. The Council aims to update its current telecare calls handling platform by August 2025. The tender falls under the main procurement category of goods and is in the planning stage. Interested parties can provide feedback through a questionnaire to help shape the Council's strategy for the procurement process. This opportunity can benefit businesses providing desktop communications software packages, telecommunications systems, IP telephone services, wireless telecommunications systems, and related communications equipment and services. Companies offering scalable and reliable telecare software solutions, with a focus on security and redundancy, are well-suited to compete. The Council's emphasis on incident reporting, analytics, system integration, and ongoing support presents avenues for innovation and growth in the telecare technology sector. ## Notice 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 Information 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 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/025417-2023 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Goods | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 30 Aug 2023 | | Submission deadline | Not specified | | Future notice date | 1 Jan 2024 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NORTH HERTFORDSHIRE DISTRICT COUNCIL | | Locality | LETCHWORTH GARDEN CITY | | Post town | Stevenage | | Postcode | SG6 3JF | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH2 Bedfordshire and Hertfordshire | | ITL 3 | TLH26 North and East Hertfordshire | | Local authority | North Hertfordshire | | Electoral ward | Letchworth South West | | Westminster constituency | North East Hertfordshire | | Delivery location | TLH23 Hertfordshire CC | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 48 - Software package and information systems - 64 - Postal and telecommunications services ### Codes - 32510000 - Wireless telecommunications system - 32522000 - Telecommunications equipment - 32524000 - Telecommunications system - 32570000 - Communications equipment - 32571000 - Communications infrastructure - 32573000 - Communications control system - 48511000 - Desktop communications software package - 64215000 - IP telephone services - 64227000 - Integrated telecommunications services ## Release History - 30 Aug 2023 at 09:42 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/025417-2023 ## Notice URLs - http://www.north-herts.gov.uk - http://www.supplyhertfordshire.uk/ - http://www.supplyhertfordshire.uk/You ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03f7e5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03f7e5.json.