Provision of Project Helpline Services

Tender description

Lot 1: Provision of Project Helpline Services including management of a project freephone helpline for any members of the general public who have any questions in relation to the Thames Tideway Tunnel Project. The Provider will be required to provide a dedicated twenty-four hour / seven days a week call handling facility to include normal office hours, as agreed by the client, and out of hours capability to also include bank holidays and weekends and any emergency cover when required to ensure the service is fully operational at all times. The Provider will be responsible for provision of all equipment, facilities and staff training, deployment and on-going management to ensure the service is fully operational. The Provider will be required to host and manage a dedicated database capturing all calls received and ensuring all details are recorded in a secure but accessible format.