--- title: "Telecare and Out of Hours Call Monitoring" ocid: "ocds-kuma6s-146841" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-kuma6s-146841" markdown_url: "https://d3tenders.com/contract/ocds-kuma6s-146841.md" json_url: "https://d3tenders.com/contract/ocds-kuma6s-146841.json" source: "Sell2Wales" current_stage: "Planning" buyer: "WREXHAM COUNTY BOROUGH COUNCIL" published: "2024-12-17" --- # Telecare and Out of Hours Call Monitoring Buyer: WREXHAM COUNTY BOROUGH COUNCIL Current stage: Planning OCID: ocds-kuma6s-146841 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-kuma6s-146841) [Download OCDS JSON](https://d3tenders.com/contract/ocds-kuma6s-146841.json) ## Summary Wrexham County Borough Council is in the planning stage of a procurement process for "Telecare and Out of Hours Call Monitoring" services, falling under the industry category of health and social work services. Located in Wrexham, the Council is seeking expressions of interest from potential providers for a comprehensive Telecare Monitoring Service, which includes a 24/7 call monitoring service for various Council departments starting in December 2025. Interested suppliers can submit their proposals via email to Sian Milwicz, the Commissioning and Contracts Manager. This procurement includes two lots: Lot 1 for monitoring services and Lot 2 for the installation of telecare equipment, with a notable requirement for services to be provided in Welsh. This tender represents a significant opportunity for businesses in the health and social work sectors, particularly those with experience in telecare and emergency call monitoring services. Companies that can demonstrate reliability in 24/7 call handling, swift response times, and compliance with data protection standards will be well-suited to compete. The inclusion of telecare equipment installation as an optional service in Lot 2 broadens the scope for businesses specialising in technical installations. The contract supports approximately 3000 users, which includes both dispersed and hardwired devices, indicating a substantial business growth potential for successful bidders. ## Notice Wrexham County Borough Council (WCBC) are seeking Expressions of Interest from providers with the potential of procuring Telecare Monitoring Services for their county-wide service. This will include an 'Out of Hours' call monitoring service for a number of Council departments on a 24 hour, 365 days a year basis and will be due for commencement in December 2025.WCBC wishes to work with a provider who can demonstrate experience of and deliver a comprehensive Telecare Service to a growing number of existing and new users throughout the life of the contract.The successful provider will be responsible for taking calls from various Telecare and Assistive Technology devices, including both dispersed and hardwired devices, and handling Out of Hours calls for the Authority.Wrexham County Borough Council is exploring the possibility of including an optional service for the installation of telecare equipment. Interested suppliers are invited to express interest in either the Telecare Monitoring service (Lot 1) and/or the optional Installation service (Lot 2).It is essential that both elements of this service can be provided in Welsh, and it must be ensured that Welsh-speaking staff are available to support clients when required.The service will support a total of approximately 3000 users, consisting of 700 hardwired devices, in various Schemes such as Warden controlled properties and Extra Care schemes, and approximately 2300 dispersed units out in the community.The installation of telecare equipment will be provided across the entire geographical area of the County, which may include remote, hard to reach locations________________________________________Requirements - Lot 1The following list is not exhaustive but should be used as a guide to the primary requirements WCBC is looking for in a Telecare Monitoring Service:* Receiving and responding to emergency and non-emergency calls from telecare devices, including falls detectors, personal alarms, and other telecare equipment.* Monitoring service availability to ensure 24/7 operational support, including Out of Hours coverage (evenings, weekends, and holidays).* Timely and appropriate responses, including escalating calls as required, contacting family members, carers, or emergency services when necessary.* Data management, ensuring all calls and responses are logged and recorded in line with regulatory and data protection requirements.________________________________________Requirements - Lot 2The following list is not exhaustive but should be used as a guide to the primary requirements WCBC is looking for in the provision of the installation of Telecare equipment:* Installing telecare devices in client homes, including falls detectors, personal alarms, and other equipment as specified by the authority.* Testing and configuring the devices to ensure they are fully operational and compatible with the monitoring service.* Client training and support during installation to ensure that individuals understand how to use the devices effectively.TimescalesPlease e-mail an overview of your solution to Sian Milwicz, Commissioning and Contracts Manager at sian.milwicz@wrexham.gov.uk by ____________.Please ensure you only submit information that is relevant to the detail outlined above.Also, that accreditations related to the Telecare Services Association's (TSA) Quality Standards Framework (QSF), and the Technical Standard BS8521-2 signalling protocol (also known as NowIP) and TS50134-9 (SCAIP/CENELEC) are attached.Please include the reference 'Proc-24-240' in the subject heading of your email response.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=146841. ## Key Details | Field | Value | | --- | --- | | Publication source | Sell2Wales | | Latest notice | https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=146841 | | Notice type | S2W Notice - Website Prior Information Notice | | Procurement type | Standard | | Procurement category | Services | | 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 | 17 Dec 2024 | | Submission deadline | Not specified | | Future notice date | Not specified | | 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 | Not specified | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | WREXHAM COUNTY BOROUGH COUNCIL | | Locality | WREXHAM | | Post town | Llandudno | | Postcode | LL11 1AR | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL3 North Wales | | ITL 3 | TLL34 Flintshire and Wrexham | | Local authority | Wrexham | | Electoral ward | Grosvenor | | Westminster constituency | Wrexham | | Delivery location | Not specified | ## CPV Codes ### Divisions - 85 - Health and social work services - 98 - Other community, social and personal services ### Codes - 85000000 - Health and social work services - 85320000 - Social services - 85323000 - Community health services - 98000000 - Other community, social and personal services ## Release History - 17 Dec 2024 at 15:31 - Planning - S2W Notice - Website Prior Information Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=146841 ## Notice URLs - https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=146841 ## 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-kuma6s-146841. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-kuma6s-146841.json.