UPGRADE THE CURRENT IT HELPDESK SUPPORT/CALL LOGGING SYSTEM

Tender description

Due to high demand on the Helpdesk to support Covid requirements and also mobile working the current system is no longer supported or fit for purpose. The upgrade will support and improve the user experience in contacting the helpdesk (Current call wait is around 2 hours) and support a more streamlined and faster response time to fix issues/faults and requests. This upgrade will be a cloud based solution on x 60 licences (an increase of x33 on the current solution The service will provide interventions for adults over the age of 18 who do not meet the criteria for tier 3 support or are reticent to change, and deemed to be at the pre contemplative stage of the cycle of change. The service will also provide short term interim support for individuals waiting to access tier 3 treatment. The service provider will provide a range of specialist substance misuse interventions based on an assessment of need and (for structured and semi-structured provisions) contained within a care plan agreed with the service user. At the less complex end of the Tier 2 spectrum of need, the service provider will offer interventions aimed at minimising harm and reducing the level of risk to individuals, as well as proactively engaging with those reticent to change - working towards engaging them in structured or semi structured support. Alongside this the service will work proactively to engage with those deemed difficult to reach, including BME communities, sex workers, substance users identifying as LGBT, and homeless and roofless substance users. ue to Covid19 and other factors there has been a delay in the planned recommissioning timeline. The Health Board have agreed to extend existing services to 31st March 2022 to allow the full recommissioning Tender to be completed.