Out of Hours and Emergency Call Answering Service

The County Council is seeking a service provider to deliver an out of hours and emergency call answering service. The agency needs to ensure continuous telephone coverage when its offices are closed, specifically from 4:30pm to 9:30am Monday to Friday, and twenty-four hours a day on Saturdays, Sundays, bank holidays, public holidays, and designated office closure days. Additionally, the agency requires backup assistance between 9:30am and 4:30pm Monday to Friday in the event of system failures, severe weather events, major emergencies, or telephone switchboard faults. The scope of work requires the service provider to operate the call answering service during crises and liaise directly with nominees from the County Council Crisis Management Team. When receiving a call, the service provider's agent must inform the caller that the call is being recorded for verification purposes and subsequently contact the relevant on-call staff member from the County Council. The performance of this work will take place offsite over a contract period of two years. Eligibility is strictly limited to onshore organizations based in Ireland. The agency has not disclosed a set budget and is looking for proposals to determine the cost of the contract. Key dates and specific evaluation criteria are not detailed in the project description.