UK_169_Global Confidential raising concerns platform with an integrated case management system

Concepts

• information technology
• customer relation management
• communication systems
• an integrated case management system
• concerns platform
• incidents concerns
• concerns
• raising concerns
• a 24/7/365 branded raising concerns confidential helpline
• system

Location

London

Description

The British Council is retendering for a 24/7/365 branded Raising Concerns confidential helpline to provide a platform to enable staff, customers, partners, contractors, consultants, etc. to report incidents concerns and suspicions relating to serious wrongdoing about:• the safety of children or vulnerable adults• fraudulent activity• harassment• significant breaches of our Code of Conduct (British Council employees only).The service is to be provided by a third party creating a separation with the organisation, providing opportunity to report concerns across a number of communication systems, catering for a range of different languages, that will be regulatory and legally compliant across all jurisdictions. Through tender we would seek to replicate the current level of service to minimise disruption to end users with addition of an integrated case management system to allow us to follow up and track cases more efficiently. improving the end user experience.

Renewal Options

The Contract awarded will be for a duration of 3 years with an option for an extension for up to an additional of 7 extensions of 12 months duration each.

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support
• 48445000 - Customer Relation Management software package

Indicators

• Bids should cover the whole contract.
• Renewals are available.
• Award on basis of price and quality.