Single Non-Emergency Number 101

Tender description

Services for a single memorable three digit number for public use in non-emergencies that also allows forces to provide mutual aid telephone services for the public after an accident. Additional information: Service DescriptionThe Home Office (HO) intends to undertake a procurement process to appoint a suitable body to manage, operate and administer the 101 Single Non-Emergency Number. The provider will be responsible for the set-up, maintenance and up-keep, development to maximise value for money, and suitable provision of resilience of the national components of the service. Consideration is being given to wider contact management integration across police forces and potentially with other public sector bodies, and to triage non-police calls to other numbers outside the remit of the 101 SNEN (ensuring the caller is charged appropriately). Consideration is also being given to integration with digital and non-voice contact channels, including but not limited to integrated voice recognition (IVR) submission of online reporting forms where available, integration with web chat functionality and automation of triage or call resolution for common themes. The Authority would also welcome views on the feasibility of overcoming challenges presented around identifying caller location information to the end call handlers in the context of VOIP, SIP trunking and the sunsetting of PSTN.The high-level requirements for these are identified as Optional requirements in the attachment, however the Authority would welcome views on viability, technical or financial challenges or blockers, and rough order timelines for delivery of a service with (where deemed feasible) and without these optional requirements.Requirements and anticipated Service Level Agreements - 101 Service Requirements 2020 v1.0.xls: This will be provided to interested suppliers via the Home Office e-Tendering portal Jaggaer, where the procurement will be run. Please register your Company's contact details by logging on to the home page: https://homeoffice.app.jaggaer.com/web/login.html if you're not already on the system.