Health and social work services

Tender description

South Gloucestershire Council is seeking bids from organisations for the provision of a telecare support service including payment collection. Support will be provided to adult service users and their carers. Organisations must have a proven track record in providing this type of service and must be registered with the Telecare Services Association (TSA). The service will require telephone response 24 hrs per day 365 days per year. South Gloucestershire Council is seeking bids from organisations for the provision of a telecare support service including payment collection. Support will be provided to adult service users and their carers. Organisations must have a proven track record in providing this type of service and must be registered with the Telecare Services Association (TSA). The contract will commence on 26.10.2019. The service will require telephone response 24 hrs per day 365 days per year. The contract is for 60 months with an optional extension clause of up to 24 months The Council has been advised by the current provider that TUPE will not apply to this tender. All bids must include the provision of a telecare support service and payment collection, variant bids will not be accepted. All implementation and pre-contract start date testing and due diligence must be completed prior to the contract start date of 26.10.2019. Customer billing service: — collection of service user contributions for the telecare service, the majority of which are collected monthly via Direct Debit (approximately 89 %) with a small number collected monthly via paper invoice (approximately 11 %), — reconciliation and monthly payment of monies collected to the Council, — debt management. Carers emergency card: — approx 2 400 carers emergency cards, — approx 500 new cards are issued each year, — approx 300 cards are cancelled each year, — at present there are approximately 15-20 calls per year in emergency response to carers cards. In addition there are calls from carers regarding updated information. There are currently 1 740 individuals who are connected to the telecare system.