Out of Business Hours (OOH) Call Handling Service Contract

Tender description

As part of its service delivery, Reading Borough Council (RBC) is required to provide an Out of Hours (OOH) Call Handling Service for when its Call Centre, switchboard, Civic Offices and satellite offices are closed. The OOH service is required for both members of the public and the Council’s internal departments. The Council currently has in place arrangements for the provision of an Out of Hours Call Handling Service, however this is due to come to an end in January 2017. The contractor will provide an Out of Hours Call Handling telephone response service on behalf of tenants and residents of Reading Borough Council; Affinity Housing Association and Catalyst Housing Association. The service to be available 365 days per year with coverage from 17:00 to 09:00 hours Monday to Friday and from 17:00 hours Friday to 09:00 Monday (weekend coverage). The purpose of the service is to respond to emergency calls, but which good practice standards indicate should be responded to before the next working day and where delay could be detrimental to the individual caller or the physical integrity or security of RBC’s leased and owned buildings, including the Civic Offices building, and equipment, facilities and services.