Call Monitoring of Telehealth Alarm Systems

Concepts

• call centre
• telehealth alarm systems
• alarm receiving centre
• oldham
• monitoring of telehealth alarm systems
• provider of an alarm receiving centre
• answer alarm calls
• range of different analogue systems
• telehealth alarm calls
• digital system

Location

Description

Guinness is looking for a provider of an Alarm Receiving Centre (ARC) to deliver a 24/7/365 day service to monitor and answer alarm calls sent from the telecare systems in our homes for older people. We want a provider that has experience of monitoring telehealth alarm calls, across similar volumes and with experience of providing the appropriate response to reassure the customer and escalate as required to the appropriate emergency service. Guinness have 6,700 customers across 181 housing for older people schemes that have a telehealth alarm system. We have a range of different analogue systems and due to the impending transition from analogue infrastructure to digital, we have recently tendered for a digital system to replace the old analogue systems. The chosen product was the Appello Smart Living Solution and the upgrade program has started and is anticipated to be completed by March 2022. At the time of publishing we currently have 9,081 connections on an analogue system and 2,067 connections on a digital system.

CPV Codes

• 79512000 - Call centre

Indicators

• Contract is suitable for SMEs.

Other Information

Further details of our requirements and this market engagement exercise can be found on the Procontract Housing Procurement Portal https://proconract.due-north.com/register Responses to the market engagement should also be submitted through this portal