Orbit Group is a Registered Provider of Social Housing and is seeking suitable experienced and qualified providers to provide the following services.
Lot 1. Telecare Monitoring Service – Contract to cover the out sourcing of the telephony response element of the existing Orbit Response Unit based in Coventry covering 7 000 connections to Orbit’s existing residents and customers. The service covers Warden Calls, Dispersed Alarms and Lone Worker Services on a 24 hour, 7 day a week, 365 days a year basis. Potential providers must be accredited by the TSA (Telecare Services Association) and experienced in delivering Telecare and Telehealth support to the elderly and vulnerable client groups.
PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.
Lot 2. Out of Hours Telephone Customer Service Centre Provision - Orbit Group’s Customer Contact Centre (CSC) is looking to outsource elements of their out of hour’s delivery and the overflow calls at peak times during normal working hours. The Out of Hour’s element is between 23:00 to 7:00 hours Monday to Sunday. The overflow element from the CSC would be at specific times e.g. Monday morning 9:15 to 10:15 hours and also at ad-hoc peak times in order to maintain Orbit service level.
PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.
Lot 3. Lone Worker Devices. Orbit Group looking for devices to protect the organisations lone workers who are exposed to a high risk environments. The devices must be discreet, ideally encompassed in a identification badge holder design or similar, with one and two way microphones and location sensors.
Draft specifications of the services required can be download by expressing an interest in the project via website www.housingprocurement.com.
Please Note.
There is a Supplier Briefing Scheduled at Orbit Group Ltd Garden Court, Harry Weston Road, Binley Business Park Coventry CV3 2SU on Thursday 13.12.2012 from 11:00 - 13:00 Hours. To attend this briefing please emails Ashley Thornton at ashley.thornton@orbit.org.uk. If you are unable to attend this briefing please be advised that a copy of the presentation and subsequent Q&A’s will be published on website www.housingprocurement.com.
Ref: PP352,
Orbit Housing
Procurement Team, Garden Court, Harry Weston Road
Contact point(s): Mr Peter Mottershead
For the attention of: Mr Peter Mottershead
CV3 2SU Coventry
UNITED KINGDOM
Telephone: +44 2476437052
E-mail: peter.mottershead@orbit.org.uk
Internet address(es):
General address of the contracting authority: www.orbit.org.uk
Address of the buyer profile: www.housingprocurement.com
Further information can be obtained from: Orbit Group
All information is available by registering on www.housingprocurement.com and downloading all the documents. Difficulties or queries with the website should be addressed in the first instance to Adam Mottershead Tel +44 2476438393
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: Orbit Group
All documents are available to download from www.housingprocurement.com providers will need to register on the web site (free) and express an interest. An email will then provide a link to the information.
Tenders or requests to participate must be sent to: Orbit Group
All requests to participate must be lodged via the e-tendering system at www.housingprocurement.com. Prospective providers must register on website and then express an interest in the project. An email will automatically follow detailing how to access to all documents
Contract value: Lot 1. Telecare Monitoring Service – Contract to cover the out sourcing of the telephony response element of the existing Orbit Response Unit based in Coventry covering 7 000 connections to Orbit’s existing residents and customers. The service covers Warden Calls, Dispersed Alarms and Lone Worker Services on a 24 hour, 7 day a week, 365 days a year basis. Potential providers must be accredited by the TSA (Telecare Services Association) and experienced in delivering Telecare and Telehealth support to the elderly and vulnerable client groups.Connection Types.Community alarm monitoring 4588.Fire alarm monitoring 2.Lift monitoring 37.Lone Worker 343.Dispersed alarm – monitoring 903.Communal Connections 105.Estimated spend between 100 000 GBP to 200 000 GBP.PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.Lot 2. Out of Hours Telephone Customer Service Centre Provision - Orbit Group’s Customer Contact Centre (CSC) is looking to outsource elements of their out of hour’s delivery and the overflow calls at peak times during normal working hours. The Out of Hour’s element is between 23:00 to 7:00 hours Monday to Sunday. The overflow element from the CSC would be at specific times e.g. Monday morning 9:15 to 10:15 hours and also at ad-hoc peak times in order to maintain Orbit service level. The potential provider must be compliant with Payment Card Industry (PCI) standards.Estimated Call volumes circa 34 400 per annum.Time Period 23:00 – 7:00 (Sunday – Monday) 31 000.Monday morning cover 9:15 – 10:15 Hours 1 000.Monthly meetings cover 2 400.The Average Handling Time for the calls is forecast at 310 seconds.Estimated spend between 80 000 GBP to 100 000 GBP per annum.PLEASE NOTE: The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) will apply to this Lot.Lot 3. Lone Worker Devices. Orbit Group looking for devices to protect the organisations lone workers who are exposed to high risk environments. The devices must be discreet, ideally encompassed in an identification badge holder design or similar, with one and two way microphones and location sensors.Estimated value excluding VAT: Range: between 1 960 000 and 3 500 000 GBP
Published: 5 Dec 2012, Receipt by: 10 Jan 2013
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