--- title: "Provision of a Call Monitoring & Alarm Receiving Centre to respond to Community Alarm & Telecare activations" ocid: "ocds-r6ebe6-0000708976" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000708976" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000708976.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000708976.json" source: "Public Contracts Scotland" current_stage: "Planning" buyer: "NORTH AYRSHIRE COUNCIL" published: "2022-10-05" --- # Provision of a Call Monitoring & Alarm Receiving Centre to respond to Community Alarm & Telecare activations Buyer: NORTH AYRSHIRE COUNCIL Current stage: Planning OCID: ocds-r6ebe6-0000708976 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000708976) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000708976.json) ## Summary The North Ayrshire Council is planning a public procurement process for the provision of a Call Monitoring & Alarm Receiving Centre in Irvine, UK. The procurement stage is currently in the planning phase, with a future notice date of 12th December 2022. The contract is an interim one lasting for about a year, starting in May 2023 and potentially extendable for up to 6 months. The industry category for this tender is services, and the Council intends to use an open tender method to carry out the procurement. This tender opportunity by North Ayrshire Council presents a chance for businesses experienced in providing call handling services, particularly those with expertise in telecare and alarm monitoring. Companies capable of offering high-quality call response services, adhering to industry protocols, and ensuring business continuity will be well-suited to compete. The tender requires providers to meet specific criteria, including membership in the Telecare Service Association and demonstrating their ability to handle a high volume of calls efficiently while transitioning from analogue to digital services. ## Notice North Ayrshire Council requires an interim contract for the Provision of a Call Monitoring and Alarm Receiving Centre to respond to Community Alarm and Telecare activations. NAC's current contract is due to expire May 23. It is anticipated that this will be advertised in December 2022 as an Open tender on the Public Contracts Scotland National Advertising Portal and all appropriate compliant channels. The procurement exercise will be carried out via the PCS-Tender E-tendering system. As early as 2023, it will no longer be possible for citizens to purchase an analogue phone service. This will have a major impact on NAC's delivery of telecare services to citizens with Community alarms and within Sheltered Housing complexes. NAC is in the process of establishing the Council's needs going forward. This PIN notice is for an interim contract which will allow NAC time to engage with the market and to prepare the service for this change. A full tender exercise for a digital replacement will be advertised mid to late 2023. This interim contract duration will be approximately one year with a contract start date of May 2023, with a possible extension period of up to 6 months at NAC's discretion. We would request that only parties genuinely interested in the provision of this short term Interim contract express an interest. If you have the relevant experience / technical ability and capacity to carry out this project within the required timeline please note your interest by 12 noon on 19 October 2022. ### Lot Information Lot 1 The call handling provider will supply a call handling service, providing their own call receiving software that allows the management of, and response to, calls in an appropriate manner, ensuring a high-quality service, focused on identifying and responding to the needs of service users. There is no requirement for the provider to supply the equipment to be installed in service users' homes, nor to or offer a physical response service. The Council currently uses Tunstall Community alarm Telecare equipment, and therefore the interim provider must be able to support Tunstall protocols, with capacity to consider other protocols moving forward. The provider will be a member of Telecare Service Association, and adhere to their Code of Practice, whilst providing a 24/7 monitoring service for existing and future service users across North Ayrshire (c.4,500 service users/c.25,000 monthly calls). Importantly, the provider must be prepared for the national analogue to digital telephone switchover and have the capability to monitor calls received from both analogue and digital equipment simultaneously. The Provider will have a Business Continuity Plan to include robust arrangements for disaster recovery, allowing for calls to continue to be received and managed in the case of crisis (eg. server failure). There is no allowance for provider downtime. Service users shall be connected to the provider in various ways, including but not limited to hard wired alarm systems and dispersed alarm units. The provider will determine what assistance is appropriate to the circumstances of the call, predicated by the needs of the service users and in line with the Council approved call handling procedures, distributing calls to ensure a prompt response by utilizing Council Care at Home Staff and adhering to escalation procedures as required. The provider will be capable of accessing relevant data to enable assistance and will maintain an up-to-date register of all telecare and peripherals. All calls will be recorded, and recordings will be retained for a minimum period of three years, available to Council on request, in accordance with data protection legislation. Management Information Reports shall be provided to the Council in a mutually convenient format and the provider will be expected to deliver on a range of KPIs. Other data will be provided to Council on request. The existing provider shall keep all Service User data live on their call handling system for a period of 12 months (in line with TSA guidelines). There will be a phased implementation plan agreed by the Council and new provider who shall ensure sufficient staff to upload information and accept calls. The new provider shall bear the costs of reprogramming. Interim providers will be expected to have an awareness of the geography of North Ayrshire, and the challenges inherent in delivering a service in rural, island and urban areas simultaneously.. Anticipated minimum requirements are: (note, these may be subject to change and is not limited to) Bidders must provide two examples of work carried out in the past 3 years that demonstrate that they have the relevant experience to deliver the contract. Must be a member of Telecare Service Association ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT460901 | | Notice type | PCS 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 | 5 Oct 2022 | | Submission deadline | Not specified | | Future notice date | 12 Dec 2022 | | 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 AYRSHIRE COUNCIL | | Locality | IRVINE | | Post town | Kilmarnock | | Postcode | KA12 8EE | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM9 Southern Scotland | | ITL 3 | TLM93 North Ayrshire and East Ayrshire | | Local authority | North Ayrshire | | Electoral ward | Irvine South | | Westminster constituency | Central Ayrshire | | Delivery location | TLM93 North Ayrshire and East Ayrshire | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79500000 - Office-support services - 79711000 - Alarm-monitoring services ## Release History - 5 Oct 2022 at 00:00 - Planning - PCS Notice - Website Prior Information Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT460901 ## Documents - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT460901 Provision of a Call Monitoring & Alarm Receiving Centre to respond to Community Alarm & Telecare activations - North Ayrshire Council requires an interim contract for the Provision of a Call Monitoring and Alarm Receiving Centre to respond to Community Alarm and Telecare activations. NAC's current contract is due to expire May 23. It is anticipated that this will be advertised in December 2022 as an Open tender on the Public Contracts Scotland National Advertising Portal and all appropriate compliant channels. The procurement exercise will be carried out via the PCS-Tender E-tendering system. As early as 2023, it will no longer be possible for citizens to purchase an analogue phone service. This will have a major impact on NAC's delivery of telecare services to citizens with Community alarms and within Sheltered Housing complexes. NAC is in the process of establishing the Council's needs going forward. This PIN notice is for an interim contract which will allow NAC time to engage with the market and to prepare the service for this change. A full tender exercise for a digital replacement will be advertised mid to late 2023. This interim contract duration will be approximately one year with a contract start date of May 2023, with a possible extension period of up to 6 months at NAC's discretion. We would request that only parties genuinely interested in the provision of this short term Interim contract express an interest. If you have the relevant experience / technical ability and capacity to carry out this project within the required timeline please note your interest by 12 noon on 19 October 2022. ## Notice URLs - http:// - http://www.north-ayrshire.gov.uk - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000708976 - https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=708976 ## 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-r6ebe6-0000708976. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000708976.json.