Call centre. Disaster recovery services. Alarm-monitoring services. Telephone operator services. Leicester City Council is inviting tenders on the terms set out in this Invitation to Tender (ITT) for the supply of a Disaster Recovery Call Centre Solution. The solution should provide cover in the event of failure of the system (the data) and the equipment used (the telephones and voice recorder) and the Council's Call Centre...

Call centre. Disaster recovery services. Alarm-monitoring services. Telephone operator services. Leicester City Council is inviting tenders on the terms set out in this Invitation to Tender (ITT) for the supply of a Disaster Recovery Call Centre Solution. The solution should provide cover in the event of failure of the system (the data) and the equipment used (the telephones and voice recorder) and the Council's Call Centre. The solution should complement the Council's Telecare Enabled Monitoring Centre. The complete solution will permit the Council to, during a crisis situation, divert LeicesterCare alarm calls to a remote service that will receive and handle alarm calls generated by vulnerable service users via telacare equipment installed in their homes. There are 2 key requirements which underpin this. Firstly, the supplier must demonstrate that their solution is able to handle a range of alarm protocols. Secondly, the supplier must ensure that calls are handled using either the same data as that held in the Council's own call handling database.

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