Telecommunications equipment and supplies

Tender description

The purpose of this contract is to appoint a service based provider of a High Volume Call Answering (HVCA) managed service intended to enable NI Water's customers to register a failure of Water Supply or Sewerage network related problem and to receive current, localised and regularly updated messages throughout any such incidents. It will also enable key groups to receive additional information and contact nominated NI Water personnel/roles during periods of high call activity. The service is to be available on a hosted, managed service basis, 24 hours per day, 7 days per week, 365 days a year. Services to be provided will include, but are not limited to, the following: 1. Definition of the detailed system requirements based upon NI Water's call flows and major incident information flows. 2. Customisation of contractors application to meet NI Water's requirements. 3. Integration of the HVCA services with NI Water's systems. 4. Provision of hosted, managed service 24 hours per day, 7 days per week, 365 days per annum to enable customers experiencing service interruption or impairment to: — Register their service outage or impairment with NI Water — Receive up-to-date localised status updates. 5. Provide NI Water with management information / business intelligence facility to enable service delivery monitoring, review and analysis.