Provision of telephone helpline service for Census 2011

Tender description

A Census of Population will be taken by CSO on April 10, 2011 (Census Night). Under the provisions of the Statistics Act 1993, every person present in the State on Census Night must be accounted for on a Census questionnaire, ensuring a full count of the population. It is envisaged that a high volume of telephone queries will be received from the public both before and after Census Night. CSO is proposing to establish a helpline for a short period around Census Night to which these queries will be directed and resolved. In light of the profile of the Census, the need to reassure the public that confidentiality is guaranteed and the need to get public cooperation, the highest standard of call service is required.CSO now invites tenders for the operation of the public helpline. The services to be provided are:(i) Provision of a telephone call answering service to members of the general public using CSO’s 1890 2011 11 telephone number(ii) Resolution of public queries relating to Census 2011(iii) Escalation of certain types of query to CSO for resolution(iv) Provision of regular data to CSO on various aspects of the queries received