Alarm-monitoring services

Tender description

The City and County of Swansea has provided a Community Alarm Service, known as ‘Lifeline’ since the late 1980s. The service is a vital form of support for older and vulnerable adults and allows them to live independently. The service currently has over 5 000 customers including Telecare customers and those in sheltered accommodation schemes. The service consists of a ‘Lifeline’ telephone unit and wearable pendant/wrist band which connects to a 24 hour call monitoring centre via a telephone line. The Community Alarm Service call monitoring function is supported by an outsourced managed service provider. This contract is due to terminate in June 2017 CCOS wants to engage with the market and explore how the call monitoring aspect of the Community Alarm Service can be delivered from June 2017 and to inform the specification and requirements for any future procurement. The purpose of the call monitoring contract will be to: Provide a continuous call handling service on behalf of CCOS for our Lifeline and Telecare customers. — Ensure compatibility with a range of equipment including Telecare customers when connecting to call handling equipment. — Monitor social alarm connections and respond to all calls raised by the customer's service users. — Maintain accurate and comprehensive records of all activities undertaken for CCOS. — Ensure appropriate disaster recovery contingencies are in place to ensure continuity of service. Market engagement will include written submissions of interest, the use of questionnaires, conversations with suppliers and a supplier open day. CCOS will be holding a supplier open day on Wednesday, 8.2.2017 at 9:30 in the Community Equipment Store, 78 Clase Road, Morriston, SWANSEA SA6 7DZ The purpose of the supplier day is to explain to potential providers about the Council's intention to transform existing service provision and to seek the views of suppliers with regards to future assisted technologies and equipment. Other topics for the day are included on the Eventbrite page for the event (link below).