MASCOT TELECARE CALL HANDLING SYSTEM

Tender description

The London Borough of Merton invites suitably qualified and experienced providers to tender for the provision of a platform with an operating connection which contains software, IT and telephony components. All calls are to be routed, recorded and processed and it is essential that the system will provide information and management reports to monitor the effectiveness of all aspects of the service. MASCOT Telecare is a service provided by the London Borough of Merton. Merton requires a fully comprehensive Assisted Living Platform, for the management of telecare, lone worker and Telehealth which is fully compatible with all of the telecare alarm equipment in use throughout the UK. MASCOT provides telecare to nearly 2,000 people in the borough, as well as providing Merton's out of hour's service. The service operates from a call handling and response centre based at the Civic Centre. The aim of this tender is to improve the current standards required by the Telecare Services Association and to ensure the Borough has a cost effective modern and flexible system which can demonstrate effectiveness in service delivery and specified outcomes. The contract will relate to the provision and maintenance of a suitable system. The contract will be for an initial period of 3 years commencing on 1st September 2015 with an extension option of a further period of up to 2 years, in 12-month periods, at the sole discretion of the council.