Appendix 3 Nhs 111 and Npfs Telephony Requirements

APPENDIX 3

NHS 111 AND NPFS TELEPHONY REQUIREMENTS

SERVICE REQUIREMENTS AND CONTRACTOR SERVICE DESCRIPTIONS

29 June 2014

PART A

Service Requirements

[RFP Note: Contents table to be inserted prior to signature of the Call-Off Contract.]

1. Introduction

1.1 Background

1.1.1 The NHS 111 Service and the NPFS are critical services designed to assist the public to access urgent health care services. At the Effective Date, each of these services relies on separate published telephone numbers and underlying telephony infrastructure to route calls to contact centres. The aim of this Call-Off Contract is to replace the two separate existing infrastructures with a single telephony infrastructure using the 111 Number as a single point of contact. During the term of the Call-Off Contract, the Customer Authority may also offer access to other health related services via the 111 Number, such as Care Connect, which is a new initiative that is designed to give patients a say in the delivery of NHS services in England. The Customer Authority will procure and manage the contract for the NHS 111 Services and NPFS for the whole of the UK.

1.1.2 The Contractor agrees to make, irrespective of the carriers and telcos involved, all landline and mobile calls free of charge to all callers using the 111 Number during the term of this Call-Off Contract.

1.1.3 The Contractor agrees to make, irrespective of the carriers and telcos involved, all SMS and MMS free of charge to senders using the 111 Number during the term of this Call-Off Contract.

1.1.4 At the Effective Date and notwithstanding any other provision of the Call-Off Contract (other than this Paragraph 1.1.4), the Parties acknowledge and agree that the Contractor NPFS Services and SMS and MMS (including all services from the Contractor required to meet the NPFS Specific Service Requirements and the Service Requirements relating to SMS and MMS set out in this Part A of Appendix 3) will not be provided or apply during the Term and all related terms and conditions (including all Charges for such Contractor NPFS Services, SMS and MMS) throughout the Call-Off Contract will

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

not be provided or apply to the extent affected by the Contractor NPFS Services, SMS and MMS not being provided under this Call-Off Contract as described above in this Paragraph 1.1.4, unless and until the Customer Authority issues a Change Request(s) to the Contractor under the Change Control Procedure to commence the provision of such Contractor NPFS Services and/or SMS and MMS, as applicable, and the Parties sign the related Change Authorisation Note(s) described in Appendix 3 of Schedule 6.2 (Change Control Procedure). If the Customer Authority decides, at its sole discretion, at any time during the Term that: (i) it does not wish for the Contractor to provide the Contractor NPFS Services and/or SMS and MMS, as applicable, the Customer Authority shall be entitled to engage with third parties to discuss the procurement of the same or similar services to the Contractor NPFS Services and/or SMS and MMS, as applicable, or procure the same or similar services to the Contractor NPFS Services and/or SMS and MMS, as applicable, through a separate tender process with other third party providers; or (ii) the 111 Number shall not be contacted or accessed by SMS and MMS, then in respect of sub-Paragraphs (i) and/or (ii) above, as applicable, the Contractor NPFS Service and/or SMS and MMS, as applicable, shall be removed from this Appendix 3 and the scope of this Call-Off Contract without any liability to the Customer Authority or any costs, charges or fees (including any early termination fees) payable to the Contractor. Notwithstanding any other provision of the Call-Off Contract, the following provisions shall apply in relation to the Change Request(s) and related Change Control Procedure referenced above in this Paragraph 1.1.4:

1.1.4.1 acceptance of such Change Request(s) and completion of the Change Control Procedure by the Contractor shall be mandatory and the provision of Paragraph 7 of Schedule 6.2 (Change Control Procedure) of the Call-Off Terms shall not apply;

1.1.4.2 the Change Authorisation Note(s) relating to such Change Request(s) must each be executed by the Parties within two (2) weeks of the date of each of such Change Requests;

1.1.4.3 in relation to the implementation of the Contractor NPFS Services and/or SMS and MMS, as applicable, the Contractor shall include an Implementation Plan(s), which shall be populated by the Contractor in accordance with Paragraph 2.2 below, as part of its response to such Change Request(s) and as part of the executed Change Authorisation Note(s), such Implementation Plan(s) shall include a Milestone for the Operational Service Commencement Date(s) for the relevant services, which shall be, unless the Parties agree a different

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

date, a date that is no later than six (6) months from the date of each of such executed Change Authorisation Notes;

1.1.4.4 irrespective of the date of commencement of the Contractor NPFS Services and/or SMS and MMS, as applicable under the Call-Off Contract, all Contractor NPFS Services and SMS and MMS shall terminate or expire, as applicable, on the same date as all Contractor 111 Services terminate or expire, as applicable; and

1.1.4.5 unless otherwise agreed by the Customer Authority and save for any pro rata daily adjustments to any monthly Charges to take account of the Contractor NPFS Services and/or SMS and MMS, as applicable, being provided for part of any month in accordance with Appendix 10, the Contractor NPFS Services, SMS and MMS, all services from the Contractor required to meet the NPFS Specific Service Requirements and Service Requirements relating to SMS and MMS set out in this Part A of Appendix 3, all Charges for such Contractor NPFS Services and SMS and MMS, and all related terms and conditions throughout the Call-Off Contract, as all are set out and described at the Effective Date, shall not be changed or amended under the Change Request or Change Control Procedure.

1.2 NHS 111 Strategic Context

1.2.1 The NHS 111 Service will make it easier for the public to access local health services when they need help quickly. The strategic intent is that when people need to contact the NHS for urgent care during the term of this Call-Off Contract, there will only be three numbers that they need to be aware of: (i) the 999 number for life-threatening emergencies; (ii) the number of their GP surgery; and the 111 Number. The introduction of the NHS 111 Service is part of the wider revisions to urgent care system to deliver a 24x7x365 urgent care service that ensures people receive the right care, from the right person, in the right place, at the right time.

1.2.2 By using the 111 Number, NHS will be able to provide a clinical assessment at the first point of contact, without the need to call patients back. The NHS 111 Service directs people to the right service in the NHS, first time, without the need for them to be re-triaged; and it will be able to transfer clinical assessment data to other providers and book appointments for patients where appropriate. The NHS 111 Service will work alongside the 999 emergency service and needs to be able to despatch an ambulance without delay and without the need for the patient to repeat any information save that this process may vary for other UKCs (i.e. other than England).

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

1.2.3 The Customer Authority requires the Contractor 111 Services to enable achievement of the following:

1.2.3.1 improve public access to urgent healthcare services;

1.2.3.2 increase the efficiency of the NHS by ensuring that people are able to quickly and easily access the healthcare services that they need;

1.2.3.3 increase public satisfaction and confidence in the NHS;

1.2.3.4 enable the commissioning of more effective and productive healthcare services that are aligned to meet peoples’ needs; and

1.2.3.5 increase the efficiency of the 999 emergency ambulance service by reducing non-emergency calls to 999.

1.2.4 The NHS 111 Service is expected to provide key benefits to the public and the NHS, by improving the public’s access to urgent healthcare services and by :

1.2.4.1 providing a simple, free to call, easy to remember three-digit number, that is available 24 hours a day, 365 days a year; and

1.2.4.2 directing people to the local service that is best able to meet their needs, taking into account their location, the time of day of their call and the capacity of services.

1.2.5 At the Effective Date, the 111 Number is operational in all parts of England and Scotland as part of NHS24. The Contractor acknowledges and agrees that the Customer Authority shall be entitled to request at any time from the Effective Date, and on receipt of such request the Contractor shall provide in accordance with this Call-Off Contract, the Contractor 111 Services to the Indirect Customers and the Customer Authority shall also be entitled on behalf of itself and/or the Indirect Customers to use the 111 Number to route calls from the public to other healthcare services that they may need to access.

1.2.6 The NHS 111 Service is commissioned locally by clinical commissioning groups and is provided by both public and private sector service providers (“NHS 111 Service Providers”).

1.3 NPFS Strategic Context

1.3.1 Pandemic influenza occurs when an influenza A virus subtype emerges or re-emerges which is markedly different from recently circulating strains. Therefore, it is able to spread widely because few, if any, (and then mainly older) people have natural or acquired immunity to it. It is readily transmissible from person to person and capable of causing illness in a large proportion of those infected.

1.3.2 Based on a commission from the Department of Health, Public Health England (PHE) will provide:

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

 the input of scientific and clinical advice into the strategy and policy for responding to an influenza pandemic; and  operational capability – specifically the procurement and/or maintenance of antiviral stockpiles and their associated storage and distribution arrangements.

1.3.3 All UKCs share a common strategic approach to Pandemics and the four health departments work closely together during both Pandemic planning and response.

1.3.4 Any new influenza Pandemic can be expected to have a significant effect on individual members of the population, the NHS and society at large. The overall objectives of the UKCs’ approach to planning and preparing for an influenza Pandemic are therefore to:

 minimise the potential health impact of a future influenza Pandemic;  minimise the potential impact of a Pandemic on society and the economy; and  instil and maintain trust and confidence in the NHS.

1.3.5 The NPFS is designed to supplement the response provided by primary care if the pressures during an influenza Pandemic mean that it is no longer practical for all those with symptoms to be individually assessed by a doctor or other prescribers in order to access antiviral medicines.

1.3.6 The NPFS comprises of an online and telephony self-assessment service where individuals are not assessed by a qualified clinician but follow a process of answering questions which have been developed with extensive advice from clinicians, which determine whether the person who is ill is eligible for an antiviral medicine or not. Individuals may also be directed to other health interventions such as home care advice or ambulance response. The telephony self-assessment service is commissioned nationally from a call off framework and subcontracted to contact centre providers (“NPFS Contact Centres”).

1.3.7 A pair of 0800 numbers, which were used during the last Pandemic prior to the Effective Date, will be ported onto the new platform under this Call-Off Contract and the UKCs shall be entitled to use those numbers in the event that a Pandemic occurs before an NHS 111 Service has been launched in their country. Notwithstanding the foregoing, the Customer Authority shall be entitled to operate these 0800 numbers in parallel with the 111 Number in any or all UKCs, if required.

1.3.8 The NPFS is provided by both public and private sector service providers (“NHS 111 Service Providers”).

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

1.4 Conceptual Architecture

1.4.1 In order to provide the single point of contact described in Paragraph 1.2.2 above, the architecture used by the Contractor to provide the Services shall be required to (See Diagram 1 below in this Paragraph 1.4.1):

 remove any phantom calls created by line faults or accidental dialling;  determine the originating country and health care service required;  in the case of the 111 Number, determine the exact origin of the call for delivery to the correct NHS 111 Service Provider and load balance any location un-known calls across NHS 111 Service Providers;  in the case of NPFS, determine the NPFS service required, the mobilisation status of the relevant UKC from which the call has originated and load balance across the NPFS Contact Centres; and  in the case of new services (including the Future Services), deliver calls to a chosen destination in accordance with pre-determined business rules.

Diagram 1: High Level 111 Routing (Normal Operation)

111 dialled

Remove Phantom Calls

NHS 111 NPFS (when mobilised) Determine originating country and service required.

Determine NPFS Exact origin of call service required , determined and Other mobilisation state load balance of Services & Load Balance / calls. Route

Redirect to Information Line NHS 111 NHS 111 Other NPFS Call NPFS Call number Provider 1 Provider 2 Services Centre 1 Centre 2

[RFP Note: The diagram above to be revisited prior to signature to ensure it aligns with the definitions.]

1.4.2 The architecture used by the Contractor to provide the Services shall be required to deal with a number of failure scenarios, including:  loss of one or more of the contact centres;  loss of components of the infrastructure formed by the Exclusive Assets; and  total loss of the infrastructure formed by the Non-Exclusive Assets. Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

1.4.3 In the event of a catastrophic failure of the infrastructure formed by the Exclusive Assets, the minimum requirement is that calls to the 111 Number are load balanced across NHS 111 Service Provider’s based on country of origin and the NPFS Contact Centres if there is a Pandemic.

2 Service Requirements

2.1 Introduction

2.1.1 The Contractor shall fulfil the Services Requirements in this Part A, as the same may evolve during the Term and as they may be supplemented, enhanced, modified or replaced in accordance with this Call-Off Contract, but excluding any services, responsibilities or functions that are expressly identified in the Call-Off Form as the Customer Authority’s responsibility or a third party’s responsibility. In fulfilling the Service Requirements as described above in this Paragraph 2.1.1, the Contractor shall also take into account the provisions of each of the Annexes to this Appendix 3, including any Service Requirements set out in the Annexes of this Appendix 3. Subject to Paragraph 1.1.4 above, such Services Requirements are:

2.1.1.1 Transition Service Requirements

2.1.1.2 Operational Service Requirements  Higher Level Service Requirements  Project Management  Service Delivery Model  Common Requirements  Functionality  Scalability  Flexibility  Availability  Security  NHS 111 Specific Service Requirements  NPFS Specific Service Requirements

2.1.1.3 Exit Service Requirements

2.1.1.4 Future Service Requirements

2.1.2 If there is any conflict between the provisions of Part A of this Appendix 3 and the provisions of Part B of this Appendix 3, the provisions of Part A of this Appendix 3 shall prevail.

2.2 Transition Service Requirements

Transition Overview Service Requirements This Paragraph sets out at a high level the Customer Authority’s Service Requirements that the Contractor is required to meet in relation to providing

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

its Transition Solution under Part B of this Appendix and the Outline Implementation Plan under Appendix 8 and the Detailed Implementation Plan as updated in accordance with Paragraph 4 of Schedule 4 of Schedule 4.1 (Implementation Plan) in order to design, build and test the infrastructure supporting the 111 Number and move the Customer Authority and the relevant Indirect Customers to the 111 Number and the Services described in this Appendix 3.

Period of The Services provided by the Contractor to fulfil the Transition Service Applicability Requirements shall commence on the relevant Service Commencement Date and shall apply until the relevant Operational Service Commencement Date has been achieved and the related Test Success Criteria have been met. [RFP Note: This period has been worded so that it applies to all transitions during the Term, including the initial transition.]

Cl / Ref Element of Service Service Requirements / Customer Requirements Contractor Responsibility Authority Responsibility (if any)

1.1 Indicative Activities for all Implementations

A.2.2.1 Project Mobilisation The Customer Authority shall The Contractor shall allocate its resources to its implementation allocate its team. resources to its implementation team. The Contractor shall establish a A.2.2.2 Project project plan, project Management management mechanisms and governance, including meeting the Service Requirements for Project Management as specified in Paragraph 2.3.2 below. The Contractor shall ensure A.2.2.3 Availability for that the Services and Testing functionality set out in this Appendix are available for testing and such testing shall be incorporated in the Implementation Plan.

A.2.2.4. Service Design and The Contractor shall: The Customer Implementation Authority shall: Planning  produce the design of the  provide input into A.2.2.5 solution and provide it to the and assurance of

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Customer Authority; the service design;  work with the Customer Authority to capture and record configuration requirements; and

 render the Customer Authority’s configuration requirements as part of the low level design document for approval purposes;  provide the A.2.2.6 user acceptance  design and testing of the testing overall service management (including the solution, including the Test Success Helpdesk; Criteria) requirements to the Contractor;  provide input A.2.2.7 into and  carry out detailed assurance of implementation planning; the detailed and implementation plan; and  produce a Quality  provide draft A.2.2.8 Assurance Plan and provide test scripts. a copy to the Customer Authority for approval. The Customer A.2.2.9 The Contractor shall: Authority shall provide user  set up central services; acceptance test  set up and contact centre criteria to the Service Build interfaces; and Contractor, which  carry out the Quality shall be part of the Assurance testing Test Success Criteria.

The Contractor shall ensure A.2.2.10 that an appropriate level of

Contingency contingency is included in the Implementation Plan. The Contractor shall include The Customer A.2.2.11 detailed activities in the Authority shall Implementation Plan in relation provide user Migration to the migration of the NPFS acceptance test NGN Numbers and the criteria to the Contractor shall carry out such Contractor,

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

detailed migration activities. including in relation to Mass Call Events. Subject to the A.2.2.12 Contractor successfully passing the Test Success Criteria, the Customer Authority shall sign off on the close down activities, as such The Contractor shall complete sign off is more Finalisation and transition to steady-state particularly Close Down operation and complete the described in project close down activities. Paragraph [xx] . [RFP Note: needs to cross- refer to the sign off process. The sign off process to be agreed by the Parties prior to signature of the Call-Off Contract.]

Service Requirements A.2.2.13 to A.2.2.21 below shall apply, as follows:

Initial Implementation

The Initial Implementation Plan shall cover the implementation of the Contractor 111 Services and the relevant Service Requirements under A.2.2.13 to A.2.2.21 below that relate to the implementation of Contractor 111 Services shall be covered and met by the Contractor in the Initial Implementation Plan.

If, at the Effective Date, the Customer Authority requires the Contractor NPFS Services to also commence on or around the same date as the Contractor 111 Services, the Initial Implementation Plan shall cover both the implementation of the Contractor 111 Services and the Contractor NPFS Service and the Contractor shall cover and meet all of the Service Requirements under A.2.2.13 to A..2.2.21 below in the Initial Implementation Plan.

NPFS Implementation / SMS and MMS Implementation

If the Customer Authority issues a Change Request to the Contractor under the Change Control Procedure to commence the Contractor NPFS Services and/or SMS and MMS, as applicable, as more particularly described in Paragraph 1.1.4 above, the relevant Service Requirements under A.2.2.13 to A..2.2.21 below that relate to the implementation of Contractor NPFS Services and/or SMS and MMS, as applicable, shall be covered and met by the Contractor in the relevant Implementation Plan(s).

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

NHS111 New Country Implementation

If the Customer Authority issues a Change Request to the Contractor under the Change Control Procedure to implement the Contractor 111 Services in a new country, the related executed Change Authorisation Note shall include an Implementation Plan populated by the Contractor in accordance with Paragraphs A.2.2.22 to A.2.2.28 below.

The Contractor acknowledges A.2.2.13 and agrees that it shall take the following requirements, constraints and principles into account (including in the Implementation Plan and/or the Implementation Plan(s) for the Contractor NPFS Services and/or SMS and MMS, as applicable) in relation to transitioning to the NHS 111 Services under this Call-Off Contract:

 the expiry of the Existing 111 Contract on 8th March 2015;  the expiry of the Existing NPFS Contract on 20th April Transition Principles 2015; and Constraints  the requirement to maintain continuity of service between ceasing services under the Existing 111 Contract and Existing NPFS Contract and commencing the Services under this Call-Off Contract;  the 111 Number is not a “must carry” number and as such UK telecommunications carriers are not obliged to carry it; and  the 111 Number is a short number and may present challenges when porting from one carrier or telco to another.

A.2.2.14 Operational and The Contractor shall provide Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Tested Services fully operational and tested Services by 1st February 2015. The Contractor shall be in a A.2.2.15 state of readiness to migrate the 111 Number on or around Migration of 111 Number 2nd March 2015 but, in any event, no later than 8th March 2015. The Contractor shall be in a A.2.2.16 state of readiness to migrate Migration of the the NPFS NGN Numbers on or

NPFS NGN around 13th April 2015 but, in Numbers any event, no later than 19th April 2015. The Contractor shall provide A.2.2.17 details to the Customer Authority of any firewall and/or routing changes required to Firewall and/or routing allow the solution to operate on the Customer Authority and the Customer Authority’s agents’ networks. The Contractor shall: A.2.2.18  design a solution capable of operating on the Customer Authority’s or Customer Authority’s agents data networks with minimum modification required;

 work with the Customer

Design Solution Authority to capture and record configuration requirements; and

 render the Customer Authority’s configuration requirements as part of the low level design document for approval purposes. The Contractor shall comply A.2.2.19 with the Service Requirements for Project Management as Project specified in Paragraph 2.3.2 Management below in preparing and delivering the Initial Implementation Plan and/or the

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Implementation Plan(s) for the Contractor NPFS Services and/or SMS and MMS, as applicable. The Contractor shall comply A.2.2.20 with the Service Requirements set out under the “Indicative Activities for all Implementations” in preparing Indicative Activities and delivering the Initial Implementation Plan and/or the Implementation Plan(s) for the Contractor NPFS Services and/or SMS and MMS, as applicable. The Initial Implementation Plan A.2.2.21 and/or the Implementation Plan(s) for the Contractor NPFS

Scottish Build Services and/or SMS and MMS, as applicable shall include the build for Scotland. 1.2 NHS 111 New Country Implementation In respect of any NHS 111 A.2.2.22 Implementation in a new country, the Contractor shall deliver the project in accordance with Prince2 or, if agreed by the Customer Authority, similar methodology. The Contractor shall provide a A.2.2.23 dedicated and suitably qualified project manager with experience of similar implementations to those required under this Call-Off Contract. The Contractor shall provide a A.2.2.24 named senior accountable owner to attend Customer Authority project board meetings and such owner shall act as a point of escalation The Contractor shall produce A.2.2.25 project reports on a fortnightly basis and provide them to the Customer Authority on a fortnightly basis.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall produce all A.2.2.26 project documentation in Prince2 format in accordance with Paragraph 2.3.2 below, including: • PID; • plan; • design; and • risk and issues log. The Contractor shall provide a A.2.2.27 fully operational and tested service by the date defined in the Change Request for the new country implementation. The Contractor shall: A.2.2.28  work with the Customer Authority to capture and record configuration requirements; and

 render the Customer Authority’s configuration requirements as part of the low level design document for approval purposes.

2.3 Operational Service Requirements

2.3.1 Higher Level Service Requirements

Higher Level Service Overview Requirements This Paragraph sets out at a high level the Customer Authority’s Service Requirements that the Contractor is required to meet in relation to providing its solution under Part B of this Appendix.

Period of Applicability The Services provided by the Contractor to fulfil the High Level Service Requirements shall commence on the Operational Service Commencement Date and shall apply for the remainder of the Term of the Call-Off Contract.

Cl / Ref Element of Service Requirements / Customer Service Contractor Responsibility Authority Requirements Responsibility (if any) Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

A.2.3.1 1.3 Functionality The Contractor shall:

A.2.3.1.2 host the 111 number; provide a solution that A.2.3.1.3 effectively blocks phantom calls to the 111 Number without adversely impacting the user experience; host the NPFS 0800 A.2.3.1.4 numbers, other Non- Geographic-Numbers (NGN) and resilient geographic numbers; identify the origin of mobile, A.2.3.1.5 landline and VoIP calls in order to enable them to be routed to the correct service; route or signpost calls A.2.3.1.6 appropriately based on business rules, metadata presented with the call and information gathered from the caller using IVR; provide a solution capable of A.2.3.1.7 offering individually branded and tailored user experience for each of the UKCs; deliver calls to designated A.2.3.1.8 contact centres; and provide the ability to pull real A.2.3.1.9 time and historical Management Information (MI) to the Customer Authority.

A.2.3.1.10 Availability The Contractor shall: provide a fully functional A.2.1.3.11 service in accordance with the full service specification and the Service Requirements in this Appendix 3 that is at least 99.99% available 24/7/365; provide a limited functionality A.2.3.1.12 service in event of a routing data base failure, routing calls to the 111 Number, NPFS NGN Numbers and any new services based on options selected and Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

originating location that is at least 99.999% available 24/7/365; provide appropriate levels of A.2.3.1.13 resilience so as to minimise the impact of business continuity events and disasters; and

A.2.3.1.14 Service The Contractor shall: Delivery Model support and maintain the A.2.3.1.15 Service; support the Contractor’s A.2.3.1.16 service delivery partners and/or subcontractors; manage the process of A.2.3.1.17 ensuring that other providers carry the 111 Number and other non-geographic numbers, and identify where escalation by the Customer Authority is required; provide a 24/7/365 helpdesk A.2.3.1.18 to the Customer Authority to manage:  Service issues; and  UK telecommunications provider issues relating to the carrying and relay of the 111 Number and other non-geographic numbers and identify where escalation by the Customer Authority is required; provide proactive monitoring A.2.3.1.19 of key elements of the solution, both component status and traffic flows; provide a dedicated account A.2.3.1.20 lead to liaise and interact with the Customer Authority; provide a billing function A.2.3.1.21 which fulfils the billing and invoicing requirements of Appendix 10, in particular ensuring that invoices can be broken down in accordance with the Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Charges identified in Appendix 10; provide a billing function A.2.3.1.22 capable of invoicing Indirect Customers for directly attributable costs; and provide a billing function A.2.3.1.23 capable of invoicing Indirect Customers for indirect costs using a formula provided by the Customer Authority.

A.2.3.1.24 Scalability The Contractor shall: promptly respond to and A.2.3.1.25 meet significant increases and decreases in call volumes; and for the avoidance of doubt and without prejudice to Paragraphs A.2.3.1.27, A.2.3.1.37, A.2.3.3.6 and A.2.3.4.30 below, the Contractor acknowledges that the volumetrics in Annex 3-2 do not represent any commitment, representation, obligation or guarantee that such volumes will be provided, met or made available by the Customer Authority under this Call Off Contract; provide a Service Catalogue A.2.3.1.26 of pre-defined changes, the cost of each being either included in the Service Charge or the associated charge will also pre-defined, as more particularly described in Appendix 10; and provide a solution capable of A.2.3.1.27 handling the predicted call volumes, as such volumes are identified in Annex 3-2.

Without prejudice to the provisions above in this Paragraph A.2.3.1.27 and Paragraphs A.2.3.1.37, A.2.3.3.6 and A.2.3.4.30 below, the Contractor

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

acknowledges that the volumetrics in Annex 3-2 do not represent any commitment, representation, obligation or guarantee that such volumes will be provided, met or made available by the Customer Authority under this Call Off Contract. The Contractor shall enable Flexibility the introduction of new innovative technologies to A.2.3.1.28 improve patient / caller experience and drive cost reductions. The Contractor shall provide Security a secure solution that adheres to the Information A.2.3.1.29 Governance requirements applying to the Customer Authority and each of the other UKCs.

A.2.3.1.30 Sustainability The Contractor shall: maximise the environmental A.2.3.1.31 sustainability of the service; and enable more sustainable A.2.3.1.32 ways of working. The Contractor shall Commercial negotiate competitive rates with other UK A.2.3.1.33 telecommunications providers to carry and relay the 111 Number and other non-geographic numbers. Ensure a smooth and A.2.3.1.34 Implementation seamless transition using approved project management methodologies The Contractor shall ensure A.2.3.1.35 Functional its solution fulfils the Service Scope Requirements, including the following functional scope requirements of the Customer Authority:  hosting any non- geographic numbers (NGN);  all network level call

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

treatment;  location identification services for both landline an mobile;  IVR functionality;  announcement capability;  provision of any databases required to provide the Services;  backup solutions and devices;  delivery of calls to contact centres both on and off the Contractor’s network;  provision of real time and historical MI to the Customer Authority;  provision of any MI interfaces to the Customer Authority and Indirect Customers;  provision of data circuits and SIP trunks required for NPFS contact centres;and  provision of any security devices. The Contractor shall ensure A.2.3.1.36 Non-Functional its solution fulfils the Service Scope Requirements, including the following non-functional scope requirements of the Customer Authority:  Services covering the full service lifecycle must include:  project management;  provision of documentation;  risks and issue management;  communications management;  asset and configuration

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

management processes;  sustainability;  security;  design;  implementation;  training;  operations;  termination; and  service levels and key performance indicators;  provision of all hardware and software required to deliver the Services and meet the Service Requirements;  maintenance of all elements of the solution in accordance with manufacturers guidelines;  provision of training materials required;  annual security testing; and  manage other UK telecommunications providers to ensure that they carry the 111 Number and other non- geographic numbers and manage the resolution of any issues on behalf of the Customer Authority.

The Contractor shall take the A.2.3.1.37 Volumetrics volumetrics in Annex 3-2 of this Appendix into account when designing and building its solution in Part B of this Appendix to fulfil the Service Requirements in Part A of this Appendix.

Without prejudice to the provisions above in this Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Paragraph A.2.3.1.37, Paragraph A.2.3.1.27 above and Paragraphs A2.3.3.6 and A2.3.4.30 below, the Contractor acknowledges that the volumetrics in Annex 3-2 do not represent any commitment, representation, obligation or guarantee that such volumes will be provided, met or made available by the Customer Authority under this Call Off Contract. The Contractor shall ensure A.2.3.1.38 Service Desk its Service Desk discharges its first line support responsibilities by raising issues with other parties nominated by the Customer Authority, tracking, managing and reporting on them as agreed with the Customer Authority.

Escalation time The Contractor shall provide A.2.3.1.39 (percentage of escalation of incidents and Service Level problems in accordance with Target Fix the following requirements: Time)  Customer Service Analyst – Immediate  Duty Service Desk Manager – 25%  Head of Service – 50%  Senior Account Owner – 100%

Example: A Priority 1 incident with 2 hour Service Level Target would be escalated to the Head of Service automatically when an hour has elapsed since it was initially logged

The Contractor will also A.2.3.1.40 Management liaise with such nominated Information third parties to ensure key management information is uploaded into the NPFS management information reporting solution as part of

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

an operational response to a Pandemic. The Contractor will work collaboratively with other nominated parties during both Dormancy and an operational response to ensure the necessary co- ordination and resolution of any given issue or risk.

The Contractor shall provide A.2.3.1.41 Abandoned a solution which shall Calls identify abandoned calls.

2.3.2 Project Management

Project Overview Management This Paragraph sets out at a high level the Customer Authority’s Service Requirements that the Contractor is required to meet in relation to providing project management services under Part B of this Appendix.

Period of The Services provided by the Contractor to fulfil the Service Requirements Applicability for project management services shall commence on the Service Commencement Date and shall apply for the remainder of the Term of the Call-Off Contract.

Cl / Ref Element of Service Requirements / Customer Authority Service Contractor Responsibility Responsibility (if any) Requirements

A.2.3.2.1 The Contractor shall deliver all projects and implementation activity in accordance with Prince2 or similar agreed methodology

A.2.3.2.2 The Contractor shall comply with the MPA (Cabinet Office Major Projects Authority) Gateway Process to all projects and implementations if the relevant threshold for the Gateway Process is reached.

A.2.3.2.3 The Contractor shall provide a dedicated and suitably

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

qualified project manager with experience of similar implementations for each project or implementation activity required under this Call-Off Contract. The Contractor shall provide a A.2.3.2.4 named senior accountable owner to attend Customer Authority project board meetings and act as a point of escalation for each project or implementation activity required under this Call-Off Contract. The Contractor shall produce A.2.3.2.5 project reports on a monthly basis broken down by UK country and service as applicable for each project or implementation activity required under this Call-Off Contract. In respect of each project or A.2.3.2.6 implementation activity required under this Call-Off Contract, the Contractor shall produce all project documentation in Prince2 format including:  PID;  plan;  design; and  risk and issues log.

2.3.3 Service Delivery Model

Service Overview Delivery Model This Paragraph sets out at a high level the Customer Authority’s Service Requirements that the Contractor is required to meet in relation to providing service delivery model services under Part B of this Appendix.

Period of The Services provided by the Contractor to fulfil the Service Requirements for Applicability the service delivery model shall commence on the Operational Service Commencement Date and shall apply for the remainder of the Term of the Call-Off Contract.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Cl / Ref Element of Service Requirements / Customer Authority Service Contractor Responsibility Responsibility (if any) Requirements The Contractor shall provide a A.2.3.3.1 24/7/365 Service Desk function, based on ITIL or equivalent best practice methodology, accessed by NHS 111, NPFS and Other Services operational teams to manage:  Service issues;  Change; and  UK telecommunications provider issues relating to the carrying and relay of 111 and other non- geographic numbers.

A.2.3.3.2 The Contractor shall maintain all elements of the solution in accordance with manufacturers’ recommendations, including the installation of software and firmware updates as recommended by the manufacturer.

A.2.3.3.3 The Contractor shall ensure that all software is correctly licensed and fully support by the relevant vendor / manufacturer. The Contractor shall ensure A.2.3.3.4 that all software and hardware is replaced within no less than six (6) months in advance of withdrawal of full vendor/manufacturer support, when such withdrawal will occur during the term of the Contract. The Contractor shall provide a A.2.3.3.5 three (3) year roadmap to the Customer Authority for the solution, detailing planned enhancements and upgrades

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

and the Contractor shall updated such roadmap on an annual basis and provide an updated copy to the Customer Authority on an annually during the Term of the Call-Off Contract. The Contractor shall provide a A.2.3.3.6 bundle of changes within the Service Charges for alteration to routing plans (volumetric requirements can be found in Annex 3-2 of this Appendix).

Without prejudice to the provisions above in this Paragraph A.2.3.3.6, Paragraphs A.2.3.1.27 and A2.3.1.37 above and Paragraph A.2.3.4.30 below, the Contractor acknowledges that the volumetrics in Annex 3-2 do not represent any commitment, representation, obligation or guarantee that such volumes will be provided, met or made available by the Customer Authority under this Call Off Contract.

If requested by the Customer A.2.3.3.7 Authority, the Contractor shall change the delivery number for a contact centre within 1 hour. If requested by the Customer A.2.3.3.8 Authority, the Contractor shall change percentage split of calls across contact centres and TOD changes and or DOW within 4 hours. The Contractor shall provide a A.2.3.3.9 dedicated account lead for the duration of the Call-Off Contract who will take overall responsibility for the relationship with the Customer Authority and Indirect Customers. The Contractor shall provide A.2.3.3.10 monthly performance reports (in electronic format unless

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

otherwise requested by the Customer Authority) to the Customer Authority detailing availability, performance metrics, incident resolution time and complaints. The Contractor shall provide A.2.3.3.11 ad-hoc incident reports to the Customer Authority within twelve (12) hours of any total platform outage and twenty- four (24) hours of any other Severity 1 incident. The Contractor shall provide a A.2.3.3.12 final report to the Customer Authority within five (5) days for any Severity 1 incident or above. The Contractor shall provide A.2.3.3.13 proactive monitoring and alerting for all critical components of the solution. The Contractor shall provide a A.2.3.3.14 traffic monitoring tool to the Customer Authority and the Indirect Customers which is capable of: • generating alerts when traffic levels exceed pre- defined tolerances (set based on historic data captured by such traffic monitoring tool); • monitoring inbound traffic from locations and carriers; and  monitoring outbound traffic to contact centres.

For example, to identify when call volumes from a carrier or location drop below a pre- defined level specified by the Customer Authority. The Contractor shall provide to A.2.3.3.15 the Customer Authority and the Indirect Customers ad-hoc SMS alerts and regular updates for all Severity 1 incidents and above.

A.2.3.3.16 The Contractor shall enable Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

the creation of SMS mailing lists with UKCs and services receiving alerts relating to any shared infrastructure, dedicated infrastructure and end-to-end service (for example the NPFS service centre receives alerts when delivery to an NPFS Contact Centre fails). The Contractor shall provide A.2.3.3.17 real time system monitoring to identify any incidents relating to the solution or its interfaces. The Contractor shall provide to A.2.3.3.18 the Customer Authority a three (3) month roadmap of planned engineering works updated on a monthly basis. The Contractor shall provide to A.2.3.3.19 the Customer Authority impact assessments for all engineering works detailing purpose, duration and associated risk. The Contractor shall provide to A.2.3.3.20 the Customer Authority and Indirect Customers training courses where appropriate. The Contractor shall provide A.2.3.3.21 any training materials and documentation free from copyright or with prior consent for the Customer Authority to copy for use by the Authority and other users of the solution, including the Indirect Customers. The Contractor shall provide a A.2.3.3.22 catalogue of standard changes, including but not limited to (for single and multiple requests), including but not limited to the catalogue changes identified in Appendix 10. The Contractor shall undertake A.2.3.3.23 and perform all required Data Base Administration activities during the Term of the Call-Off Contract.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall provide a A.2.3.3.24 professional recording and uploading service for recording announcements and system prompts within three (3) days emergency or (seven) 7 days normal. The Contractor shall supply on A.2.3.3.25 request by the Customer Authority, a list of all Routing Areas and what NNG, emergency areas and post codes are covered by such routing areas. The Contractor shall carry out A.2.3.3.26 impact assessments for all software and firmware releases and seek approval from the Customer Authority prior to installation of such software and firmware releases.

2.3.4 Common Service Requirements

Common Overview This Paragraph sets out the Customer Authority’s Service Service Requirements that the Contractor is required to meet in relation to providing Requirements the common platform services under Part B of this Appendix.

Period of The Services provided by the Contractor to fulfil the Service Requirements Applicability for the common platform services shall commence on the Operational Service Commencement Date and shall apply for the remainder of the Term of the Call-Off Contract.

Cl / Ref Element of Service Requirements / Customer Authority Service Contractor Responsibility Responsibility (if any) Requirements

A.2.3.4.1 Functionality The Contractor shall host the 111 Number and other NGN and or resilient geographic numbers as required by the Customer Authority.

A.2.3.4.2 The Contractor shall manage the process of ensuring that other UK telecommunications providers carry the 111

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Number and that it can be dialled free of charge from all UK landlines, mobiles and internet telephony providers.

A.2.3.4.3 The Contractor shall ensure that calls to the 111 Number are relayed from other UK telecommunications providers to the Contractor 111 Services. The Contractor shall provide a A.2.3.4.4 solution that effectively blocks phantom calls to the 111 Number without adversely impacting on the user experience (a description of the existing approach to phantom calls can be found in Annex 3-3 of this Appendix 3) The Contractor shall identify A.2.3.4.5 the origin of mobile, landline and VoIP calls and ensure that metadata is passed from origination UK telecommunications provider (a description of the existing approach to call origin identification can be found in Annex 3-3 of this Appendix 3) The Contractor shall provide A.2.3.4.6 the ability to upload announcements and prompts in .wav or similar format. The Contractor shall provide A.2.3.4.7 the ability to record prompts remotely and securely from any landline phone. The Contractor shall replay A.2.3.4.8 recorded announcements and prompts individually or consecutively with no more than one (1) second inter announcement delay. The Contractor shall capture A.2.3.4.9 information from the caller using IVR touchtone menu options.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall provide A.2.3.4.10 optional barge in facility to enter touchtone responses during a prompt. The Contractor shall provide a A.2.3.4.11 natural voice IVR solution to identify the callers nearest town / city, or tube station in the case of London, to identify the location of callers where standard methods such as identifying the originating NNG are not possible (for example, for London where the NNGs are not sufficiently granular or for VoIP callers) [RFP Note: It may only be the NHS 111 Service that uses this functionality but this will be determined prior to signature of the Call-Off Contract.] The Contractor shall route A.2.3.4.12 calls appropriately based on business rules, metadata presented with the call and information gathered from the caller. The Contractor shall provide A.2.3.4.13 the ability to deliver calls to contact centre ACD over the PSTN using a throttling mechanism to limit the maximum number of concurrent calls. The Contractor shall be able A.2.3.4.14 to automatically route calls to an alternative destination or line block in the event of encountering busy or out of service. The Contractor shall provide A.2.3.4.15 load balancing capability to control the amount of calls sent to each routing destination. The Contractor shall create a A.2.3.4.16 partitioned environment with permission based access control that allows nominated administrators from each of the four UK countries to

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

administer their respective elements of the solution. The Contractor shall provide A.2.3.4.17 an intuitive graphical user interface, for use by the Customer Authority or the authority’s agents, such as nominated administrators from the UKCs, to enable the scripting of call treatment and routing plans to be managed. The Contractor shall provide A.2.3.4.18 an intuitive touch tone operated tool, for use by the Customer Authority and the authority’s agents, to enable activation of pre-determined routing changes such as changing the percentage split of calls to a delivery number or routing calls to an alternative delivery number (accessed by an ex-directory number and with secure touch tone user authentication). The Contractor shall provide a A.2.3.4.19 two level default routing plan which can deliver calls directly to contact centres in the event of: • a total failure of the Authority’s specific Services intelligent routing instance; and/or • a total failure of the shared intelligent routing platform. The Contractor shall provide a A.2.3.4.20 real time management dashboard, with the ability to set thresholds and traffic light style status indicators, showing instantaneous and position from 00:00 data (including but not limited to): • calls offered on each NGN by geography; • calls abandoned at network level; • calls routed to each routing destination; and • trunk saturation at contact centre.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall provide A.2.3.4.21 the ability to pull historical annual, monthly, daily and hourly reports to the Customer Authority showing (including but not limited to): • geographic origin; • calls offered on each NGN by geography; • calls abandoned at network level; • calls routed to each routing destination; • trunk saturation at contact centre; • call by call “presented CLI” logs showing time, date, duration and destination; • pseudonymised CLI where number is withheld to enable the identification of originating NNG and repeat caller analysis; and • network level blocking. The Contractor shall provide A.2.3.4.22 the capability to extract historical MI securely using standard database query tools. The Contractor shall provide A.2.3.4.23 the capability to route SMS messages, with location metadata, into agreed multi media contact centre destinations. The Contractor shall provide A.2.3.4.24 the capability to route MMS messages into agreed multi media contact centre destinations. The Contractor shall provide A.2.3.4.25 the capability to the Customer Authority to interface with the BSL translation service. [RFP Note: TBC may be made optional extra, i.e., a Catalogue item.] The Contractor shall provide A.2.3.4.26 Time of Day, Day of Week scheduling capability.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall provide a A.2.3.4.27 solution capable of attributing an abandoned call (at network level) to a service where the caller has selected a service, for example, NPFS. The Contractor shall stress A.2.3.4.28 test the solution with a traffic simulation tool. The Contractor shall switch A.2.3.4.29 live calls through its solution, in the early hours of the morning, prior to the Operational Service Commencement Date for test purposes. The Contractor shall provide a A.2.3.4.30 `Scalability solution capable of handling the predicted call volumes defined in Annex 3-2 of this Appendix without encountering blocking.

Without prejudice to the provisions above in this Paragraph A.2.3.4.30 and Paragraphs A.2.3.1.27, A.2.3.1.37 and A.2.3.3.6 above, the Contractor acknowledges that the volumetrics in Annex 3-2 do not represent any commitment, representation, obligation or guarantee that such volumes will be provided, met or made available by the Customer Authority under this Call Off Contract. The Contractor shall provide a A.2.3.4.31 solution and service model than can be scaled up or down in a modular fashion to match demand. The Contractor shall provide a A.2.3.4.32 solution with a block probability as described in this Appendix. The Contractor shall enable A.2.3.4.33 Flexibility the introduction of new innovative technologies to improve patient / caller Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

experience and drive cost reductions. The Contractor shall provide a A.2.3.4.34 six (6) monthly review of technology and service methodology changes in the marketplace which may improve provision of the Services. The Contractor shall provide a A.2.3.4.35 Availability fully functional service, based on the full service specification, which is at least 99.99% available 24/7/365. The Contractor shall provide a A.2.3.4.36 limited functionality service in event of a routing data base failure, routing calls to the 111 Number, NPFS and Care Connect based on option selected and originating location that is at least 99.999% available 24/7/365. The Contractor shall provide A.2.3.4.37 appropriate levels resilience so as to minimise the impact of business continuity events and disasters. The Contractor shall in the A.2.3.4.38 event of a catastrophic failure of the infrastructure formed by the Exclusive Assets, load balance 111 Number calls across NHS 111 Service Providers and NPFS calls to NPFS Contact Centres based on country of origin. For example, in a situation when NPFS is operational in England but not Scotland, Scottish callers will be played a message stating that the service is not available while English callers will be routed to an NPFS Contact Centre. The Contractor shall provide a A.2.3.4.39 Security solution that adheres to the Information Governance regulations (or equivalent) that apply to the Customer Authority, PHE and the other UKCs.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall provide A.2.3.4.40 the service from secure locations commensurate with the type of data stored and services provided in accordance with Information Governance standards (or equivalent). The Contractor shall A.2.3.4.41 undertake annual security checks using an independently accredited organisation. The Contractor shall provide A.2.3.4.42 reports on any security violations or attacks. The Contractor shall provide a A.2.3.4.43 solution that is free from toll fraud vulnerabilities. The Contractor shall ensure A.2.3.4.44 that appropriate levels of security checks are carried out on all Contractor and sub- contractor personnel.

2.3.5 NHS 111 Specific Service Requirements

NHS 111 Overview Specific Service This Paragraph sets out the Customer Authority’s Service Requirements Requirements that the Contractor is required to meet in relation to providing specific NHS 111 services under Part B of this Appendix.

Period of The Services provided by the Contractor to fulfil the NHS 111 Specific Applicability Service Requirements shall commence on the Operational Service Commencement Date and shall apply for the remainder of the Term of the Call-Off Contract.

Cl / Ref Element of Service Requirements / Customer Authority Service Contractor Responsibility Responsibility (if any) Requirements The Contractor shall provide the A.2.3.5.1 capability to combine NNGs, mobile masts and mobile emergency areas into groups, herby known as a “Routing Areas”, for the purpose routing (for the example mapped CCG or former PCT areas).

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

A.2.3.5.2 The Contractor shall create a calling line identity (“CLI”) database using open source software and shall maintain such database and associated routing information (together the “CLI database”).

A.2.3.5.3 The Contractor shall provide the ability to upload CLI data into the CLI database in .csv or other similar open formats. The Contractor shall: A.2.3.5.4  provide application programming interfaces (“APIs”) using open source software, the design of which needs to be signed off by the Customer Authority, that can be embedded in third party decision support applications to enable CLI data to be updated in the CLI database automatically (removed or added);  deliver the API securely over the public internet (IG standards based TLS mutual authentication or equivalent);  provide the following API functions o lookup based on CLI; o lookup based on Routing Area; o tag; o amend; and o delete. The Contractor shall provide a A.2.3.5.5 secure web interface to allow administrators to update the CLI database remotely. The Contractor shall provide the A.2.3.5.6 ability to look up a caller’s CLI in the CLI database and route based on routing information with no impact on user experience. The Contractor shall assist the A.2.3.5.7 Customer Authority to engage Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

with Emergency Database stakeholders in the pursuit of access to the Emergency Database for the NHS 111 Service.

2.3.6 NPFS Specific Service Requirements for the Contractor NPFS Services

NPFS Overview Specific Service This Paragraph sets out the Customer Authority’s Service Requirements Requirements that the Contractor is required to meet in relation to providing specific NPFS services as part of the Contractor NPFS Services under Part B of this Appendix.

Period of The Services provided by the Contractor to fulfil the NPFS Specific Service Applicability Requirements shall commence on the Operational Service Commencement Date and shall apply for the remainder of the Term of the Call-Off Contract.

Cl / Ref Element of Service Requirements / Customer Authority Service Contractor Responsibility Responsibility (if any) Requirements

A.2.3.6.1 General The Contractor shall host the NPFS NGN. The Contractor will provide A.2.3.6.2 resilient data circuits and SIP trunks as per Annex 3-4. Such SIP trunks shall terminate on the same date as the expiry or termination of all of the Contractor 111 Services. The Contractor acknowledges A.2.3.6.3 and agrees that the decision to mobilise the Contractor NPFS Services in each UKC in the event of a Pandemic is made independently within each respective UKC.

For example, this may mean that the Contractor NPFS Services are mobilised in England but not in the other UKCs.

A.2.3.6.4 The Contractor shall provide the capability to deliver flu

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

related callers from the 111 Number into NPFS Contact Centres.

A.2.3.6.5 The Contractor shall provide additional telephone numbers to access the NPFS Contact Centres (NGN or resilient geographic numbers). The Contractor shall provide a A.2.3.6.6 solution capable of delivering Flu related calls into the 111 Number into NPFS Contact Centres, either on or off the provider’s network, without risk of blocking and network congestion for calls to the 111 Number. The Contractor shall maintain A.2.3.6.7 service availability in the event of a Pandemic and shall continue to meet the Service Levels as specified in this Call-Off Contract. The Contractor shall provide A.2.3.6.8 Welsh language options. The Contractor shall provide A.2.3.6.9 NPFS specific service options. The Contractor shall provide A.2.3.6.10 the capability to the NPFS Service Centre to manage call distribution across the NPFS Contact Centres at 15 minute notice. The Contractor shall provide A.2.3.6.11 the capability to queue calls at network level. The Contractor shall when a A.2.3.6.12 caller has queued for excess of 3 minutes, or if expected answering times are longer, redirect callers to the on-line channel or advise them to call back using timed announcements.

1.4 NPFS Lifecycle

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall maintain A.2.3.6.14 Dormancy the service in a non- operational state of readiness. The Contractor shall at a time A.2.3.6.15 agreed with the Customer Authority, once a year, carry out testing without involvement of the Customer Authority to ensure that the solution can be mobilised (hereby known as the “Contractor Test Window”). The Contractor shall during A.2.3.6.16 the agreed Contractor Test Window, carry out any software or hardware upgrades required in order to provide and maintain service. The Contractor shall ensure A.2.3.6.17 that the Contractor Test Window will not exceed 14 days. The Contractor shall at a time A.2.3.6.18 agreed with the Customer Authority, assist the Customer Authority in carrying out desktop testing once a year to (herby known as the “Customer Authority Test Window”): • demonstrate that the Contractor can mobilise the service to NPFS Operation within 21 (14 days pre-activity mobilisation to Standby and 7 days mobilisation thereafter to NPFS Operation) days; • ensure that the solution meets the NPFS requirements; • test training materials with live access to the system; • allow the Customer Authority to inspect all hardware required for full Mobilisation of NPFS to NPFS Operation, at any point during the term of the contract, within 21 days.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

By exception and no more than once every three years, the Contractor will assist the Customer Authority in carrying out testing based on the routing of real calls. The Contractor shall following A.2.3.6.19 any test period, during which the NPFS solution has been mobilised, ensure that the service re-enters the dormant state (Dormancy). The Contractor shall at any A.2.3.6.20 point in Dormancy, including during test windows, mobilise to NPFS Operation within 21 (14 days pre-activity mobilisation to Standby and 7 days mobilisation thereafter to NPFS Operation) days in the event of a UK Pandemic. The Contractor shall on A.2.3.6.21 Mobilisation formal instruction from the Customer Authority, undertake pre-activity mobilisation to Standby in 14 days such that the service can be fully mobilised to NPFS Operation in 7 days following its pre-activity setup plans. The Contractor shall unless A.2.3.6.22 instructed otherwise by the Customer Authority, maintain Standby such that the service can be fully mobilised in 7 days following its pre-activity mobilisation maintenance plans. The Contractor shall on A.2.3.6.23 formal instruction from the Customer Authority, and receipt of an Activity Forecast, mobilise the service to NPFS Operation within 7 days following its mobilisation plans. The Contractor shall as part A.2.3.6.24 of an agreed test window, mobilise the service to NPFS Operation.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall ensure A.2.3.6.25 that the mobilisation to NPFS Operation will include key personnel, processes and technology required to deliver the service, the scale of mobilisation being commensurate with the test or real UK Pandemic situation. The Contractor shall make A.2.3.6.26 current training materials available to Contractor personnel and Customer Authority personnel. The Contractor shall provide A.2.3.6.27 interactive training sessions for key Contractor personnel and Customer Authority personnel. The Contractor shall on A.2.3.6.28 Operational completion of the mobilisation response period to NPFS Operation have a fully operational service able to handle the demand stated in the Activity Forecast. The Contractor shall within 7 A.2.3.6.29 days of receipt, ensure that the solution is capable of handling the demand stated within a revised Activity Forecast. The Contractor shall provide A.2.3.6.30 approximately 2% and no more than 5 % of the contracted solution capacity during the Customer Authority Test Window where real call routing is required. The Contractor shall manage A.2.3.6.31 the end-to-end process of call delivery to ensure that it supports the response to a UK Pandemic. The Contractor shall provide A.2.3.6.32 operational data relating to usage and availability of the service on a daily basis. The Contractor shall on A.2.3.6.33 Response receipt of formal instruction stand down from the Customer Authority,

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

with 14 days’ notice, stand down the service and return to Dormancy after a UK Pandemic. The Contractor shall on A.2.3.6.34 completion of the Customer Authority and Contractor test windows stand down the service and return it to Dormancy. A.2.3.6.35 Testing NPFS The Contractor shall ensure Notwithstanding the that the Testing of the NPFS Contractor’s Testing shall have no material impact obligations set out in on the operation of the NHS Schedule 4.2 (Testing 111 Service. For the Procedures) the avoidance of doubt, the Customer Authority shall Contractor shall remain direct the continuous obliged to mobilise the NPFS programme of Testing for to NPFS Operation within a the NPFS such that the minimum of twenty-one (21) NPFS shall be Tested calendar days if notified by once per year from the the Customer Authority NPFS Services accordingly and as required Operational Service by the Service Requirements Commencement Date without impacting the NHS (being Testing Year One, 111 Service and the Service Two and Three Levels relating to the NHS respectively) at a time 111 Service. Whilst the agreed between the Customer Authority shall Customer Authority and direct the on-going Testing of the Contractor. the NPFS, the Contractor shall provide all such assistance (including verbal and written input and all resources relating thereto) requested by the Customer Authority. Following the Testing period, the Contractor

will ensure that the NPFS re- enters the Dormancy state as set out in the Service Requirements in this Appendix.

of doubt, (i) all costs associated with testing the Contractor NPFS Services during implementation shall be set out and included in the Implementation Service Charges set out in Appendix 10 and (ii) other than as specified under sub- Paragraph (i) above in this Paragraph A.2.3.6.35, all costs associated with testing the Contractor NPFS Services during the Term of this Call- Off Contract shall be on the basis set out in the Contractor’s Service Catalogue unless it is otherwise covered in the relevant Service Charges set out in Paragraph 2 of Appendix 10. In Testing Year One, the The Customer Authority A.2.3.6.36 Contractor shall assure the will prepare a number of Contractor NPFS Services scenarios and injects (test into dormancy and in Testing scripts). The Contractor Year 3, a desktop test shall shall make available be undertaken to assure the relevant Key Personnel Customer Authority that the and provide all such Contractor NPFS Services facilities requested by the can be mobilised and ‘go live’. Customer Authority for the desktop exercise. The After the Contractor NPFS Customer Authority will Services have been assured chair and direct the into service (dormancy) as desktop exercise and described in this Paragraph unless otherwise agreed A.2.3.6.36 above and as part with the Contractor the of the desktop testing in Testing window under this Testing Year 3 as described Paragraph 2.3.6 shall last in this Paragraph A.2.3.6.36 no more than three above, the Contractor shall Working Days. demonstrate that the Contractor NPFS Services can be mobilised and ‘go live’ within the stated timescales in response to a number of scenarios and injects provided by the Customer Authority. In Testing Year Two, the A.2.3.6.37 Contractor shall provide live operation of the Contractor NPFS Service by mobilising to NPFS Operation within 21

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

calendar days (or less) (“Mobilisation Period”) and the Contractor shall route calls to call agents in the NPFS Contact Centres. No more the five percent (5%) of the capacity of the live operational NPFS will be required for such Testing. The Testing window under this Paragraph A.2.3.4.37 shall be two consecutive weeks not inclusive of the Mobilisation Period achieved by the Contractor. In any Extension Period A.2.3.6.38 (being Testing Years Four onwards) the Contractor shall provide the same level of testing as in Testing Year One and Testing Year Three unless the Customer Authority requests, on a minimum of three months’ notice in writing, a live Test of the NPFS Services in which event the Contractor shall be entitled to recover its costs in relation to such live testing on the basis set out in the Contractor’s Service Catalogue.

2.4 Exit Service Requirements

Exit Service Overview Requirements In addition to the exit provisions in the Call-Off Terms, this Paragraph sets out the Customer Authority’s Service Requirements that the Contractor is required to meet in relation to providing the exit services under Part B of this Appendix.

Period of The Services provided by the Contractor to fulfil the Exit Service Applicability Requirements shall commence on the date that is twelve (12) months in advance of the relevant expiry or termination date, as applicable, and shall continue until such expiry or termination date unless otherwise set out in the agreed Exit Plan. For the avoidance of doubt, if a termination notice is less than twelve (12) months, the Services required to fulfil the Exit Service Requirements shall commence on the date of the termination notice.

Cl / Ref Element of Service Requirements / Customer Authority Service Contractor Responsibility Responsibility (if any) Requirements

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

A.2.4.1 The Contractor shall prior to expiry of all or part of this Call-Off Contract, support the Customer Authority with pre- procurement activities.

A.2.4.2 The Contractor shall 6 months prior to any exit appoint an Exit Project Manager. The Contractor shall deliver A.2.4.3 the Exit Project in accordance with Prince 2 or, if agreed by the Customer Authority, similar methodology. The Contractor shall produce A.2.4.4 a PID and provide it to the Customer Authority by [TBC]. The Contractor shall ensure that the PID includes the following:  scope of work;  timescales for decommissioning;  Contractor and Customer Authority responsibilities;  exit costs as determined in accordance with this Call- Off Contract; and  identification of any staff that may be affected by TUPE. The Contractor shall hand A.2.4.5 back all data, such as CLI logs, associated with the Services at point of exit in a format required by the Customer Authority. The Contractor shall on A.2.4.6 successful testing and verification of transferred data, delete all copies of Customer Authority data (witnessed by the Customer Authority). The Contractor shall hand A.2.4.7 back any Customer Authority owned assets and or software. The Contractor shall hand A.2.4.8 over any design and Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

configuration documentation relating to the Customer Authority’s Services (where owned by the Customer Authority as prescribed in this Call-Off Contract).  The Contractor shall assist A.2.4.9 the Customer Authority in transferring the Services to a new service provider, including but not limited to:  attending service transition meetings;  providing input into and working to a combined plan; and  providing input into a combined risk and issues log. The Contractor shall release A.2.4.10 in a timely manner any NGN, including the primary 111 Number, for porting to a new service provider. The Contractor shall ensure a A.2.4.11 smooth and seamless exit using approved project management methodologies which takes into account the particular requirements of the Customer Authority and the Indirect Customers.

2.5 Future Service Requirements

Future Overview Service Requirements This Paragraph sets out the Customer Authority’s Future Service Requirements that, should the Customer Authority request such Future Service Requirements to be fulfilled by the Contractor, the Contractor shall be required to meet such Future Service Requirements by providing its solution under Part B of this Appendix.

Period of The Services provided by the Contractor to fulfil the relevant Customer Applicability Authority requested Future Service Requirements shall commence on the relevant Service Commencement Date identified in the relevant CCN and shall apply for the remainder of the Term of the Call-Off Contract unless otherwise stated in the relevant CCN.

Cl / Ref Element of Service Requirements / Customer Authority Service Contractor Responsibility Responsibility (if any)

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Requirements

A.2.5.1 Access to The Contractor shall provide Emergency the capability to import Services address data for landline Database telephone numbers from the Emergency Services database into the CLI database on at least a weekly basis.

A.2.5.2 The Contractor shall develop an API that allows a decision support application to lookup the post code and address of a caller using a landline to assist in the dispatch of ambulance or other service. The Contractor shall receive A.2.5.3 Smartphone metadata relating to NHS App Interface Number (i.e., the National Unique Patient Identifier) from a purpose built smartphone app. The Contractor shall receive A.2.5.4 metadata associated with GPS position from a purpose built smartphone app.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

PART B Contractor Service Descriptions

[RFP Note: Blank tables have been inserted in this Part B and they are based on the tables containing the Customer Authority’s Service Requirements in Part A (which are also replicated in the table below for ease of use), including aligning with the numbering in the tables in Part A above. For the RFP response, the Contractor must:

a) for each and every Service Requirement, state whether or not the Contractor’s proposed solution is compliant with the corresponding Service Requirement in Part A by inserting “Compliant” or “Non-Compliant” under the column headed “Compliant” or “Non-Compliant” with the Service Requirement”; and

b) identify the part of its RFP response (including, for example, design documents that may be provided as part of the Contractor’s RFP response) that meets the relevant Service Requirement by cross-referencing the clause / paragraph / document in the Contractor Contractor’s RFP response.

Contractors should note that post-contract award Part B will be fully populated and the Contractor and Customer Authority will work together to:

a) populate the proposed solution against each Service Requirement in the tables below;

b) if the Contractor believes that it has a dependency on the Customer Authority (i.e., something which would actually prevent the Contractor from fulfilling the relevant Service Requirement), identify it under the column headed “Customer Authority Responsibility (if any)”. The Customer Authority will consider any dependencies proposed by the Contractor but the Customer Authority is not expecting dependencies against each and every Service Requirement unless they are material in each case and, in any event, the Customer Authority reserves its right to reject any or all of such dependencies;

c) complete the Introduction or Overview for each section of the Service Requirements as shown by individual RFP notes where relevant.

1. Introduction

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

[RFP Note: Contractor to populate with an introduction / background to its overall solution.]

2. Contractor Service Descriptions

2.1 Not Used.

2.2 Transition Service Solution

Transition Overview Service Solution [RFP Note: Contractor to populate with an overview of its Transition Service Solution.]

Cl / Ref Element of Service Requirements / Supplier Solution to Customer “Compliant” RFP Supplier Contractor Responsibility meet the Service Authority or “Non- Response Solution to the Requirements Responsibility (if Compliant” Cross- Service any) with the reference Requirements Service Requirement

Indicative Activities for all Implementations

B.2.2.1 Project The Contractor shall allocate its resources to its implementation Mobilisation team. The Contractor shall establish a B.2.2.2 Project project plan, project Management management mechanisms and governance, including meeting the Service Requirements for Project Management as specified in Paragraph 2.3.2

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

below. The Contractor shall ensure B.2.2.3 Availability for that the Services and Testing functionality set out in this Appendix are available for testing and such testing shall be incorporated in the Implementation Plan.

B.2.2.4. Service Design The Contractor shall: and Implementation Planning  produce the design of the B.2.2.5 solution and provide it to the Customer Authority;

 work with the Customer Authority to capture and record configuration

requirements; and

 render the Customer Authority’s configuration requirements as part of the low level design document for approval purposes;  design and testing of the B.2.2.6 overall service management

solution, including the Helpdesk;  carry out detailed

B.2.2.7 implementation planning;

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

and  produce a Quality B.2.2.8 Assurance Plan and provide

a copy to the Customer Authority for approval. The Contractor shall: B.2.2.9  set up central services;  set up and contact centre

Service Build interfaces; and  carry out the Quality Assurance testing

The Contractor shall ensure B.2.2.10 that an appropriate level of

Contingency contingency is included in the Implementation Plan. The Contractor shall include B.2.2.11 detailed activities in the Implementation Plan in relation Migration to the migration of the NPFS NGN Numbers and the Contractor shall carry out such detailed migration activities. The Contractor shall complete B.2.2.12 transition to steady-state Finalisation and Close Down operation and complete the project close down activities.

Solution to Service Requirements A.2.2.13 to A.2.2.21 is set out below:

Initial Implementation

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

[RFP Note: Contractor to provide high level introduction description of how it would carry out the initial implementation.]

NPFS Implementation / SMS and MMS Implementation

[RFP Note: Contractor to provide high level introduction description of how it would carry out the NPFS / SMS and MMS implementations.]

NHS111 New Country Implementation

[RFP Note: Contractor to provide high level introduction description of how it would carry out a new country implementation.]

The Contractor acknowledges B.2.2.13 and agrees that it shall take the following requirements, constraints and principles into account (including in the Implementation Plan and/or the Implementation Plan(s) for the Contractor NPFS Services and/or SMS and MMS, as Transition applicable) in relation to

Principles and transitioning to the NHS 111 Constraints Services under this Call-Off Contract:

 the expiry of the Existing 111 Contract on 8th March 2015;  the expiry of the Existing NPFS Contract on 20th April 2015;  the requirement to maintain

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

continuity of service between ceasing services under the Existing 111 Contract and Existing NPFS Contract and commencing the Services under this Call-Off Contract;  the 111 Number is not a “must carry” number and as such UK telecommunications carriers are not obliged to carry it; and  the 111 Number is a short number and may present challenges when porting from one carrier or telco to another.

The Contractor shall provide B.2.2.14 Operational and fully operational and tested Tested Services Services by 1st February 2015. The Contractor shall be in a B.2.2.15 state of readiness to migrate the 111 Number on or around Migration of 111 Number 2nd March 2015 but, in any event, no later than 8th March 2015. The Contractor shall be in a B.2.2.16 Migration of the state of readiness to migrate

NPFS NGN the NPFS NGN Numbers on or Numbers around 13th April 2015 but, in

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

any event, no later than 19th April 2015. The Contractor shall provide B.2.2.17 details to the Customer Authority of any firewall and/or routing changes required to Firewall and/or routing allow the solution to operate on the Customer Authority and the Customer Authority’s agents’ networks. The Contractor shall: B.2.2.18  design a solution capable of operating on the Customer Authority’s or Customer Authority’s agents data networks with minimum modification required;

 work with the Customer  Design Solution Authority to capture and record configuration requirements; and

 render the Customer Authority’s configuration requirements as part of the low level design document for approval purposes. The Contractor shall comply B.2.2.19 Project Management with the Service Requirements

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

for Project Management as specified in Paragraph 2.3.2 below in preparing and delivering the Initial Implementation Plan and/or the Implementation Plan(s) for the Contractor NPFS Services and/or SMS and MMS, as applicable. The Contractor shall comply B.2.2.20 with the Service Requirements set out under the “Indicative Activities for all Implementations” in preparing Indicative and delivering the Initial Activities Implementation Plan and/or the Implementation Plan(s) for the Contractor NPFS Services and/or SMS and MMS, as applicable. The Initial Implementation Plan B.2.2.21 and/or the Implementation Plan(s) for the Contractor NPFS

Scottish Build Services and/or SMS and MMS, as applicable shall include the build for Scotland.

NHS 111 New Country Implementation

In respect of any NHS 111

B.2.2.22 Implementation in a new

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

country, the Contractor shall deliver the project in accordance with Prince2 or, if agreed by the Customer Authority, similar methodology. The Contractor shall provide a B.2.2.23 dedicated and suitably qualified project manager with experience of similar implementations to those required under this Call-Off Contract. The Contractor shall provide a B.2.2.24 named senior accountable owner to attend Customer

Authority project board meetings and such owner shall act as a point of escalation The Contractor shall produce B.2.2.25 project reports on a fortnightly basis and provide them to the Customer Authority on a fortnightly basis. The Contractor shall produce all B.2.2.26 project documentation in Prince2 format in accordance with Paragraph 2.3.2 below, including: • PID; • plan; • design; and

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

• risk and issues log. The Contractor shall provide a B.2.2.27 fully operational and tested service by the date defined in the Change Request for the new country implementation. The Contractor shall: B.2.2.28  work with the Customer Authority to capture and record configuration requirements; and

 render the Customer Authority’s configuration requirements as part of the low level design document for approval purposes.

2.3 Operational Service Solution

2.3.1 Higher Level Service Solution

Higher Level Overview Service Solution [RFP Note: Contractor to populate with an overview of its High Level Service Solution.]

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Cl / Ref Element of Service Requirements / Supplier Solution to Customer Authority “Compliant” RFP Supplier Contractor Responsibility meet the Service Responsibility (if or “Non- Response Solution to the Requirements any) Compliant” Cross- Service with the reference Requirements Service Requirement

B.2.3.11.5 Functionality The Contractor shall:

B.2.3.1.2 host the 111 number; provide a solution that B.2.3.1.3 effectively blocks phantom calls to the 111 Number without adversely impacting the user experience; host the NPFS 0800 numbers, B.2.3.1.4 other Non-Geographic-

Numbers (NGN) and resilient geographic numbers; identify the origin of mobile, B.2.3.1.5 landline and VoIP calls in order

to enable them to be routed to the correct service; route or signpost calls B.2.3.1.6 appropriately based on business rules, metadata

presented with the call and information gathered from the caller using IVR;

provide a solution capable of B.2.3.1.7 offering individually branded

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

and tailored user experience for each of the UKCs; deliver calls to designated

B.2.3.1.8 contact centres; and provide the ability to pull real B.2.3.1.9 time and historical

Management Information (MI) to the Customer Authority.

B.2.3.1.1 Availability The Contractor shall: 0 provide a fully functional B.2.1.3.1 service in accordance with the 1 full service specification and

the Service Requirements in this Appendix 3 that is at least 99.99% available 24/7/365; provide a limited functionality B.2.3.1.1 service in event of a routing 2 data base failure, routing calls to the 111 Number, NPFS NGN Numbers and any new services based on options selected and originating location that is at least 99.999% available 24/7/365; provide appropriate levels of B.2.3.1.1 resilience so as to minimise 3 the impact of business continuity events and disasters; and

B.2.3.1.1 Service Delivery The Contractor shall:

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

4 Model support and maintain the B.2.3.1.1 5 Service; support the Contractor’s B.2.3.1.1 service delivery partners 6 and/or subcontractors; manage the process of B.2.3.1.1 ensuring that other providers 7 carry the 111 Number and other non-geographic numbers, and identify where escalation by the Customer Authority is required; provide a 24/7/365 helpdesk to B.2.3.1.1 the Customer Authority to 8 manage:  Service issues; and  UK telecommunications provider issues relating to the carrying and relay of the 111 Number and other non-geographic numbers and identify where escalation by the Customer Authority is required; provide proactive monitoring of B.2.3.1.1 key elements of the solution,

9 both component status and traffic flows;

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

provide a dedicated account B.2.3.1.2 lead to liaise and interact with 0 the Customer Authority; provide a billing function which B.2.3.1.2 fulfils the billing and invoicing 1 requirements of Appendix 10, in particular ensuring that

invoices can be broken down in accordance with the Charges identified in Appendix 10; provide a billing function B.2.3.1.2 capable of invoicing Indirect

2 Customers for directly attributable costs; and provide a billing function B.2.3.1.2 capable of invoicing Indirect 3 Customers for indirect costs using a formula provided by the Customer Authority.

B.2.3.1.2 Scalability The Contractor shall: 4 promptly respond to and meet B.2.3.1.2 significant increases and 5 decreases in call volumes; and for the avoidance of doubt and without prejudice to Paragraphs A.2.3.1.27, A.2.3.1.37, A.2.3.3.6 and A.2.3.4.30 below, the Contractor acknowledges that the volumetrics in Annex 3-2 do not represent any Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

commitment, representation, obligation or guarantee that such volumes will be provided, met or made available by the Customer Authority under this Call Off Contract; provide a Service Catalogue of B.2.3.1.2 pre-defined changes, the cost 6 of each being either included in the Service Charge or the

associated charge will also pre-defined, as more particularly described in Appendix 10; and provide a solution capable of B.2.3.1.2 handling the predicted call 7 volumes, as such volumes are identified in Annex 3-2.

Without prejudice to the provisions above in this Paragraph A.2.3.1.27 and Paragraphs A.2.3.1.37, A.2.3.3.6 and A.2.3.4.30 below, the Contractor acknowledges that the volumetrics in Annex 3-2 do not represent any commitment, representation, obligation or guarantee that such volumes will be provided, met or made available by the Customer Authority under this Call Off Contract.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall enable Flexibility the introduction of new B.2.3.1.2 innovative technologies to

8 improve patient / caller experience and drive cost reductions. The Contractor shall provide a Security secure solution that adheres to B.2.3.1.2 the Information Governance

9 requirements applying to the Customer Authority and each of the other UKCs. B.2.3.1.3 The Contractor shall: 0 Sustainability maximise the environmental B.2.3.1.3 sustainability of the service; 1 and B.2.3.1.3 enable more sustainable ways

2 of working. The Contractor shall negotiate Commercial competitive rates with other B.2.3.1.3 UK telecommunications

3 providers to carry and relay the 111 Number and other non- geographic numbers. Ensure a smooth and B.2.3.1.3 Implementation seamless transition using

4 approved project management methodologies The Contractor shall ensure its B.2.3.1.3 Functional Scope solution fulfils the Service 5 Requirements, including the following functional scope

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

requirements of the Customer Authority:  hosting any non- geographic numbers (NGN);  all network level call treatment;  location identification services for both landline an mobile;  IVR functionality;  announcement capability;  provision of any databases required to provide the Services;  backup solutions and devices;  delivery of calls to contact centres both on and off the Contractor’s network;  provision of real time and historical MI to the Customer Authority;  provision of any MI interfaces to the Customer Authority and Indirect Customers;  provision of data circuits and SIP trunks required for NPFS contact

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

centresand  provision of any security devices. The Contractor shall ensure its B.2.3.1.3 Non-Functional solution fulfils the Service 6 Scope Requirements, including the following non-functional scope requirements of the Customer Authority:  Services covering the full service lifecycle must include:  project management;  provision of documentation;  risks and issue management;

 communications management;  asset and configuration management processes;  sustainability;  security;  design;  implementation;  training;  operations;  termination; and  service levels and key

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

performance indicators;  provision of all hardware and software required to deliver the Services and meet the Service Requirements;  maintenance of all elements of the solution in accordance with manufacturers guidelines;  provision of training materials required;  annual security testing; and  manage other UK telecommunications providers to ensure that they carry the 111 Number and other non- geographic numbers and manage the resolution of any issues on behalf of the Customer Authority.

The Contractor shall take the B.2.3.1.3 Volumetrics volumetrics in Annex 3-2 of 7 this Appendix into account when designing and building its solution in Part B of this Appendix to fulfil the Service

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Requirements in Part A of this Appendix.

Without prejudice to the provisions above in this Paragraph A.2.3.1.37, Paragraph A.2.3.1.27 above and Paragraphs A2.3.3.6 and A2.3.4.30 below, the Contractor acknowledges that the volumetrics in Annex 3-2 do not represent any commitment, representation, obligation or guarantee that such volumes will be provided, met or made available by the Customer Authority under this Call Off Contract. The Contractor shall ensure its B.2.3.1.3 Service Desk Service Desk discharges its 8 first line support responsibilities by raising issues with other parties

nominated by the Customer Authority, tracking, managing and reporting on them as agreed with the Customer Authority.

The Contractor shall provide B.2.3.1.3 Escalation time escalation of incidents and 9 (percentage of problems in accordance with Service Level the following requirements: Target Fix Time)  Customer Service Analyst

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

– Immediate  Duty Service Desk Manager – 25%  Head of Service – 50%  Senior Account Owner – 100%

Example: A Priority 1 incident with 2 hour Service Level Target would be escalated to the Head of Service automatically when an hour has elapsed since it was initially logged

The Contractor will also liaise B.2.3.1.4 Management with such nominated third 0 Information parties to ensure key management information is uploaded into the NPFS management information reporting solution as part of an operational response to a

Pandemic. The Contractor will work collaboratively with other nominated parties during both Dormancy and an operational response to ensure the necessary co-ordination and resolution of any given issue or risk.

The Contractor shall provide a B.2.3.1.4 Abandoned Calls solution which shall identify

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

1 abandoned calls.

2.3.2 Project Management

Project Overview Management [RFP Note: Contractor to populate with an overview of its solution for Project Management.]

Cl / Ref Element of Service Requirements / Supplier Solution to Customer “Compliant” RFP Supplier Solution Contractor Responsibility meet the Service Authority or “Non- Response to the Service Requirements Responsibility (if Compliant” Cross- Requirements any) with the reference Service Requirement The Contractor shall deliver B.2.3.2.1 all projects and implementation activity in accordance with Prince2 or similar agreed methodology

B.2.3.2.2 The Contractor shall comply with the MPA (Cabinet Office Major Projects Authority) Gateway Process to all projects and implementations if the relevant threshold for the

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Gateway Process is reached.

B.2.3.2.3 The Contractor shall provide a dedicated and suitably qualified project manager with experience of similar

implementations for each project or implementation activity required under this Call-Off Contract. The Contractor shall provide B.2.3.2.4 a named senior accountable owner to attend Customer Authority project board meetings and act as a point of escalation for each project or implementation activity required under this Call-Off Contract. The Contractor shall produce B.2.3.2.5 project reports on a monthly basis broken down by UK country and service as

applicable for each project or implementation activity required under this Call-Off Contract. In respect of each project or B.2.3.2.6 implementation activity required under this Call-Off

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Contract, the Contractor shall produce all project documentation in Prince2 format including:  PID;  plan;  design; and  risk and issues log.

2.3.3 Service Delivery Model

Service Overview Delivery Model [RFP Note: Contractor to populate with an overview of its Service Delivery Model solution.]

Cl / Ref Element of Service Requirements / Supplier Solution to Customer “Compliant” RFP Supplier Solution Contractor Responsibility meet the Service Authority or “Non- Response to the Service Requirements Responsibility (if Compliant” Cross- Requirements any) with the reference Service Requirement The Contractor shall provide B.2.3.3.1 a 24/7/365 Service Desk function, based on ITIL or equivalent best practice methodology, accessed by NHS 111, NPFS and Other Services operational teams to manage:  Service issues;

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

 Change; and  UK telecommunications provider issues relating to the carrying and relay of 111 and other non- geographic numbers.

1.6 B.2.3.3.2 The Contractor shall maintain all elements of the solution in accordance with manufacturers’ recommendations, including the installation of software and firmware updates as recommended by the manufacturer.

1.7 B.2.3.3.3 The Contractor shall ensure that all software is correctly licensed and fully support by the relevant vendor / manufacturer. The Contractor shall ensure B.2.3.3.4 that all software and hardware is replaced within no less than six (6) months in advance of withdrawal of full vendor/manufacturer support, when such withdrawal will occur during the term of the Contract.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall provide B.2.3.3.5 a three (3) year roadmap to the Customer Authority for the solution, detailing planned enhancements and upgrades and the Contractor

shall updated such roadmap on an annual basis and provide an updated copy to the Customer Authority on an annually during the Term of the Call-Off Contract. The Contractor shall provide B.2.3.3.6 a bundle of changes within the Service Charges for alteration to routing plans (volumetric requirements can be found in Annex 3-2 of this Appendix).

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

available by the Customer Authority under this Call Off Contract.

If requested by the Customer B.2.3.3.7 Authority, the Contractor shall change the delivery number for a contact centre within 1 hour. If requested by the Customer B.2.3.3.8 Authority, the Contractor shall change percentage split

of calls across contact centres and TOD changes and or DOW within 4 hours. The Contractor shall provide B.2.3.3.9 a dedicated account lead for the duration of the Call-Off Contract who will take overall

responsibility for the relationship with the Customer Authority and Indirect Customers. The Contractor shall provide B.2.3.3.10 monthly performance reports (in electronic format unless otherwise requested by the Customer Authority) to the Customer Authority detailing availability, performance metrics, incident resolution time and complaints.

B.2.3.3.11 The Contractor shall provide

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

ad-hoc incident reports to the Customer Authority within twelve (12) hours of any total platform outage and twenty- four (24) hours of any other Severity 1 incident. The Contractor shall provide B.2.3.3.12 a final report to the Customer Authority within five (5) days for any Severity 1 incident or above. The Contractor shall provide B.2.3.3.13 proactive monitoring and

alerting for all critical components of the solution. The Contractor shall provide B.2.3.3.14 a traffic monitoring tool to the Customer Authority and the Indirect Customers which is capable of: • generating alerts when traffic levels exceed pre- defined tolerances (set based on historic data captured by such traffic monitoring tool); • monitoring inbound traffic from locations and carriers; and  monitoring outbound traffic to contact centres.

For example, to identify when

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

call volumes from a carrier or location drop below a pre- defined level specified by the Customer Authority. The Contractor shall provide B.2.3.3.15 to the Customer Authority and the Indirect Customers ad-hoc SMS alerts and regular updates for all Severity 1 incidents and above. The Contractor shall enable B.2.3.3.16 the creation of SMS mailing lists with UKCs and services receiving alerts relating to any shared infrastructure, dedicated infrastructure and end-to-end service (for example the NPFS service centre receives alerts when delivery to an NPFS Contact Centre fails). The Contractor shall provide B.2.3.3.17 real time system monitoring to identify any incidents relating to the solution or its interfaces. The Contractor shall provide B.2.3.3.18 to the Customer Authority a three (3) month roadmap of planned engineering works updated on a monthly basis.

B.2.3.3.19 The Contractor shall provide

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

to the Customer Authority impact assessments for all engineering works detailing purpose, duration and associated risk. The Contractor shall provide B.2.3.3.20 to the Customer Authority and Indirect Customers training courses where appropriate. The Contractor shall provide B.2.3.3.21 any training materials and documentation free from copyright or with prior consent for the Customer Authority to copy for use by the Authority and other users of the solution, including the Indirect Customers. The Contractor shall provide B.2.3.3.22 a catalogue of standard changes, including but not limited to (for single and

multiple requests), including but not limited to the catalogue changes identified in Appendix 10. The Contractor shall B.2.3.3.23 undertake and perform all required Data Base

Administration activities during the Term of the Call- Off Contract.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall provide B.2.3.3.24 a professional recording and uploading service for recording announcements and system prompts within three (3) days emergency or (seven) 7 days normal. The Contractor shall supply B.2.3.3.25 on request by the Customer Authority, a list of all Routing Areas and what NNG, emergency areas and post codes are covered by such routing areas. The Contractor shall carry B.2.3.3.26 out impact assessments for all software and firmware releases and seek approval

from the Customer Authority prior to installation of such software and firmware releases.

2.3.4 Common Service Solution

Common Overview Service Solution [RFP Note: Contractor to populate with an overview of its Common Service Solution.]

Cl / Ref Element of Service Requirements / Supplier Solution to Customer “Compliant” RFP

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Supplier Solution Contractor Responsibility meet the Service Authority or “Non- Response to the Service Requirements Responsibility (if Compliant” Cross- Requirements any) with the reference Service Requirement The Contractor shall host the B.2.3.4.1 Functionality 111 Number and other NGN and or resilient geographic numbers as required by the Customer Authority.

B.2.3.4.2 The Contractor shall manage the process of ensuring that other UK telecommunications providers carry the 111

Number and that it can be dialled free of charge from all UK landlines, mobiles and internet telephony providers.

B.2.3.4.3 The Contractor shall ensure that calls to the 111 Number are relayed from other UK

telecommunications providers to the Contractor 111 Services. The Contractor shall provide B.2.3.4.4 a solution that effectively blocks phantom calls to the 111 Number without adversely impacting on the

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

user experience (a description of the existing approach to phantom calls can be found in Annex 3-3 of this Appendix 3) The Contractor shall identify B.2.3.4.5 the origin of mobile, landline and VoIP calls and ensure that metadata is passed from origination UK

telecommunications provider (a description of the existing approach to call origin identification can be found in Annex 3-3 of this Appendix 3) The Contractor shall provide B.2.3.4.6 the ability to upload

announcements and prompts in .wav or similar format. The Contractor shall provide B.2.3.4.7 the ability to record prompts

remotely and securely from any landline phone. The Contractor shall replay B.2.3.4.8 recorded announcements and prompts individually or

consecutively with no more than one (1) second inter announcement delay. The Contractor shall capture B.2.3.4.9 information from the caller using IVR touchtone menu

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

options. The Contractor shall provide B.2.3.4.10 optional barge in facility to

enter touchtone responses during a prompt. The Contractor shall provide B.2.3.4.11 a natural voice IVR solution to identify the callers nearest town / city, or tube station in the case of London, to identify the location of callers where standard methods such as identifying the originating NNG are not possible (for example, for London where the NNGs are not sufficiently granular or for VoIP callers) [RFP Note: It may only be the NHS 111 Service that uses this functionality but this will be determined prior to signature of the Call-Off Contract.] The Contractor shall route B.2.3.4.12 calls appropriately based on business rules, metadata

presented with the call and information gathered from the caller. The Contractor shall provide B.2.3.4.13 the ability to deliver calls to contact centre ACD over the PSTN using a throttling

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

mechanism to limit the maximum number of concurrent calls. The Contractor shall be able B.2.3.4.14 to automatically route calls to an alternative destination or

line block in the event of encountering busy or out of service. The Contractor shall provide B.2.3.4.15 load balancing capability to control the amount of calls sent to each routing destination. The Contractor shall create a B.2.3.4.16 partitioned environment with permission based access control that allows nominated

administrators from each of the four UK countries to administer their respective elements of the solution. The Contractor shall provide B.2.3.4.17 an intuitive graphical user interface, for use by the Customer Authority or the authority’s agents, such as nominated administrators from the UKCs, to enable the scripting of call treatment and routing plans to be managed.

The Contractor shall provide B.2.3.4.18 an intuitive touch tone

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

operated tool, for use by the Customer Authority and the authority’s agents, to enable activation of pre-determined routing changes such as changing the percentage split of calls to a delivery number or routing calls to an alternative delivery number (accessed by an ex-directory number and with secure touch tone user authentication). The Contractor shall provide B.2.3.4.19 a two level default routing plan which can deliver calls directly to contact centres in the event of: • a total failure of the

Authority’s specific Services intelligent routing instance; and/or • a total failure of the shared intelligent routing platform. The Contractor shall provide B.2.3.4.20 a real time management dashboard, with the ability to set thresholds and traffic light style status indicators, showing instantaneous and position from 00:00 data (including but not limited to): • calls offered on each

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

NGN by geography; • calls abandoned at network level; • calls routed to each routing destination; and • trunk saturation at contact centre. The Contractor shall provide B.2.3.4.21 the ability to pull historical annual, monthly, daily and hourly reports to the Customer Authority showing (including but not limited to): • geographic origin; • calls offered on each NGN by geography; • calls abandoned at network level; • calls routed to each routing destination; • trunk saturation at contact centre; • call by call “presented CLI” logs showing time, date, duration and destination; • pseudonymised CLI where number is withheld to enable the identification of originating NNG and repeat caller analysis; and

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

• network level blocking. The Contractor shall provide B.2.3.4.22 the capability to extract historical MI securely using standard database query tools. The Contractor shall provide B.2.3.4.23 the capability to route SMS messages, with location

metadata, into agreed multi media contact centre destinations. The Contractor shall provide B.2.3.4.24 the capability to route MMS messages into agreed multi media contact centre destinations. The Contractor shall provide B.2.3.4.25 the capability to the Customer Authority to interface with the BSL

translation service. [RFP Note: TBC may be made optional extra, i.e., a Catalogue item.] The Contractor shall provide B.2.3.4.26 Time of Day, Day of Week scheduling capability. The Contractor shall provide B.2.3.4.27 a solution capable of attributing an abandoned call (at network level) to a service where the caller has selected

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

a service, for example, NPFS. The Contractor shall stress B.2.3.4.28 test the solution with a traffic simulation tool. The Contractor shall switch B.2.3.4.29 live calls through its solution, in the early hours of the morning, prior to the Operational Service Commencement Date for test purposes. The Contractor shall provide B.2.3.4.30 `Scalability a solution capable of handling the predicted call volumes defined in Annex 3-2 of this Appendix without encountering blocking.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Contract. The Contractor shall provide B.2.3.4.31 a solution and service model than can be scaled up or down in a modular fashion to match demand. The Contractor shall provide B.2.3.4.32 a solution with a block

probability as described in this Appendix. The Contractor shall enable B.2.3.4.33 Flexibility the introduction of new innovative technologies to

improve patient / caller experience and drive cost reductions. The Contractor shall provide B.2.3.4.34 a six (6) monthly review of technology and service methodology changes in the marketplace which may improve provision of the Services. The Contractor shall provide B.2.3.4.35 Availability a fully functional service, based on the full service specification, which is at least 99.99% available 24/7/365. The Contractor shall provide B.2.3.4.36 a limited functionality service in event of a routing data base failure, routing calls to the 111 Number, NPFS and

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Care Connect based on option selected and originating location that is at least 99.999% available 24/7/365. The Contractor shall provide B.2.3.4.37 appropriate levels resilience so as to minimise the impact of business continuity events and disasters. The Contractor shall in the B.2.3.4.38 event of a catastrophic failure of the infrastructure formed by the Exclusive Assets, load balance 111 Number calls across NHS 111 Service Providers and NPFS calls to NPFS Contact Centres based on country of origin. For example, in a situation when NPFS is operational in England but not Scotland, Scottish callers will be played a message stating that the service is not available while English callers will be routed to an NPFS Contact Centre. The Contractor shall provide B.2.3.4.39 Security a solution that adheres to the Information Governance regulations (or equivalent) that apply to the Customer Authority, PHE and the other UKCs.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall provide B.2.3.4.40 the service from secure locations commensurate with the type of data stored and

services provided in accordance with Information Governance standards (or equivalent). The Contractor shall B.2.3.4.41 undertake annual security checks using an independently accredited organisation. The Contractor shall provide B.2.3.4.42 reports on any security violations or attacks. The Contractor shall provide B.2.3.4.43 a solution that is free from toll fraud vulnerabilities. The Contractor shall ensure B.2.3.4.44 that appropriate levels of security checks are carried out on all Contractor and sub- contractor personnel.

2.3.5 NHS 111 Specific Service Solution

NHS 111 Overview Specific Service [RFP Note: Contractor to populate with an overview of its NHS 111 Specific Service Solution.]

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Solution

Cl / Ref Element of Service Requirements / Supplier Solution to Customer “Compliant” RFP Supplier Solution Contractor Responsibility meet the Service Authority or “Non- Response to the Service Requirements Responsibility (if Compliant” Cross- Requirements any) with the reference Service Requirement The Contractor shall provide B.2.3.5.1 the capability to combine NNGs, mobile masts and mobile emergency areas into groups, herby known as a “Routing Areas”, for the purpose routing (for the example mapped CCG or former PCT areas).

B.2.3.5.2 The Contractor shall create a calling line identity (“CLI”) database using open source software and shall maintain

such database and associated routing information (together the “CLI database”).

B.2.3.5.3 The Contractor shall provide the ability to upload CLI data

into the CLI database in .csv or other similar open formats.

B.2.3.5.4 The Contractor shall:

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

 provide application programming interfaces (“APIs”) using open source software, the design of which needs to be signed off by the Customer Authority, that can be embedded in third party decision support applications to enable CLI data to be updated in the CLI database automatically (removed or added);  deliver the API securely over the public internet (IG standards based TLS mutual authentication or equivalent);  provide the following API functions o lookup based on CLI; o lookup based on Routing Area; o tag; o amend; and o delete. The Contractor shall provide B.2.3.5.5 a secure web interface to

allow administrators to update the CLI database

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

remotely. The Contractor shall provide B.2.3.5.6 the ability to look up a caller’s CLI in the CLI database and

route based on routing information with no impact on user experience. The Contractor shall assist B.2.3.5.7 the Customer Authority to engage with Emergency Database stakeholders in the pursuit of access to the Emergency Database for the NHS 111 Service.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

2.3.6 NPFS Specific Service Solution for the Contractor NPFS Services

NPFS Overview Specific Service [RFP Note: Contractor to populate with an overview of its NPFS Specific Service Solution.] Solution

B.2.3.6.1 General The Contractor shall host the NPFS NGN. The Contractor will provide B.2.3.6.2 resilient data circuits and SIP trunks as per Annex 3-4. Such SIP trunks shall terminate on the same date as the expiry or termination of all of the Contractor 111 Services. The Contractor B.2.3.6.3 acknowledges and agrees that the decision to mobilise the Contractor NPFS Services in each UKC in the event of a Pandemic is made independently within each respective UKC.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

For example, this may mean that the Contractor NPFS Services are mobilised in England but not in the other UKCs.

B.2.3.6.4 The Contractor shall provide the capability to deliver flu related callers from the 111 Number into NPFS Contact Centres.

B.2.3.6.5 The Contractor shall provide additional telephone numbers to access the NPFS Contact Centres (NGN or resilient geographic numbers). The Contractor shall provide B.2.3.6.6 a solution capable of delivering Flu related calls into the 111 Number into NPFS Contact Centres,

either on or off the provider’s network, without risk of blocking and network congestion for calls to the 111 Number. The Contractor shall maintain B.2.3.6.7 service availability in the

event of a Pandemic and shall continue to meet the

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Service Levels as specified in this Call-Off Contract. The Contractor shall provide

B.2.3.6.8 Welsh language options. The Contractor shall provide B.2.3.6.9 NPFS specific service options. The Contractor shall provide B.2.3.6.10 the capability to the NPFS Service Centre to manage

call distribution across the NPFS Contact Centres at 15 minute notice. The Contractor shall provide B.2.3.6.11 the capability to queue calls at network level. The Contractor shall when a B.2.3.6.12 caller has queued for excess of 3 minutes, if expected answering times are longer,

redirect callers to the on-line channel or advise them to call back using timed announcements.

1.8 NPFS Lifecycle

The Contractor shall B.2.3.6.14 Dormancy maintain the service in a

non-operational state of readiness.

The Contractor shall at a B.2.3.6.15 time agreed with the

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

Customer Authority, once a year, carry out testing without involvement of the Customer Authority to ensure that the solution can be mobilised (hereby known as the “Contractor Test Window”). The Contractor shall during B.2.3.6.16 the agreed Contractor Test Window, carry out any software or hardware upgrades required in order to provide and maintain service. The Contractor shall ensure B.2.3.6.17 that the Contractor Test

Window will not exceed 14 days. The Contractor shall at a B.2.3.6.18 time agreed with the Customer Authority, assist the Customer Authority in carrying out desktop testing once a year to (herby known as the “Customer Authority Test Window”): • demonstrate that the Contractor can mobilise the service to NPFS Operation within 21 (14 days pre-activity mobilisation to Standby and 7 days mobilisation

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

thereafter to NPFS Operation) days; • ensure that the solution meets the NPFS requirements; • test training materials with live access to the system; • allow the Customer Authority to inspect all hardware required for full Mobilisation of NPFS to NPFS Operation, at any point during the term of the contract, within 21 days.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

within 21 (14 days pre- activity mobilisation to Standby and 7 days mobilisation thereafter to NPFS Operation) days in the event of a UK Pandemic. The Contractor shall on B.2.3.6.21 Mobilisation formal instruction from the Customer Authority, undertake pre-activity mobilisation to Standby in 14 days such that the service can be fully mobilised to NPFS Operation in 7 days following its pre-activity setup plans. The Contractor shall unless B.2.3.6.22 instructed otherwise by the Customer Authority, maintain Standby such that

the service can be fully mobilised in 7 days following its pre-activity mobilisation maintenance plans. The Contractor shall on B.2.3.6.23 formal instruction from the Customer Authority, and receipt of an Activity

Forecast, mobilise the service to NPFS Operation within 7 days following its mobilisation plans.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

The Contractor shall as part B.2.3.6.24 of an agreed test window,

mobilise the service to NPFS Operation. The Contractor shall ensure B.2.3.6.25 that the mobilisation to NPFS Operation will include key personnel, processes and technology required to

deliver the service, the scale of mobilisation being commensurate with the test or real UK Pandemic situation. The Contractor shall make B.2.3.6.26 current training materials available to Contractor personnel and Customer Authority personnel. The Contractor shall provide B.2.3.6.27 interactive training sessions for key Contractor personnel and Customer Authority personnel. The Contractor shall on B.2.3.6.28 Operational completion of the response mobilisation period to NPFS Operation have a fully operational service able to handle the demand stated in the Activity Forecast.

The Contractor shall within 7 B.2.3.6.29 days of receipt, ensure that

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

the solution is capable of handling the demand stated within a revised Activity Forecast. The Contractor shall provide B.2.3.6.30 approximately 2% and no more than 5 % of the contracted solution capacity

during the Customer Authority Test Window where real call routing is required. The Contractor shall B.2.3.6.31 manage the end-to-end process of call delivery to

ensure that it supports the response to a UK Pandemic. The Contractor shall provide B.2.3.6.32 operational data relating to

usage and availability of the service on a daily basis. The Contractor shall on B.2.3.6.33 Response stand receipt of formal instruction down from the Customer Authority, with 14 days’

notice, stand down the service and return to Dormancy after a UK Pandemic. The Contractor shall on B.2.3.6.34 completion of the Customer Authority and Contractor

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

100

test windows stand down the service and return it to Dormancy. B.2.3.6.35 Testing NPFS The Contractor shall ensure Notwithstanding the that the Testing of the NPFS Contractor’s Testing shall have no material obligations set out in impact on the operation of Schedule 4.2 the NHS 111 Service. For (Testing the avoidance of doubt, the Procedures) the Contractor shall remain Customer Authority obliged to mobilise the shall direct the NPFS to NPFS Operation continuous within a minimum of twenty- programme of one (21) calendar days if Testing for the notified by the Customer NPFS such that the Authority accordingly and as NPFS shall be required by the Service Tested once per Requirements without year from the NPFS impacting the NHS 111 Services Operational

Service and the Service Service Levels relating to the NHS Commencement 111 Service. Whilst the Date (being Testing Customer Authority shall Year One, Two and direct the on-going Testing Three respectively) of the NPFS, the Contractor at a time agreed shall provide all such between the assistance (including verbal Customer Authority and written input and all and the Contractor. resources relating thereto) requested by the Customer Authority. Following the Testing period, the Contractor will ensure that the NPFS re-enters the Dormancy state as set out in

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

101

the Service Requirements in this Appendix.

The Contractor’s costs of complying with its Testing obligations as set out above shall be as set out in the Service Charges or the Catalogue Charges identified in Appendix 10 and no further Service Charges shall be payable by the Customer Authority. For the avoidance of doubt, (i) all costs associated with testing the Contractor NPFS Services during implementation shall be set out and included in the Implementation Service Charges set out in Appendix 10 and (ii) other than as specified under sub- Paragraph (i) above in this Paragraph A.2.3.6.35, all costs associated with testing the Contractor NPFS Services during the Term of this Call-Off Contract shall be on the basis set out in the Contractor’s Service Catalogue unless it is otherwise covered in the relevant Service Charges set out in Paragraph 2 of

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

102

Appendix 10. In Testing Year One, the The Customer B.2.3.6.36 Contractor shall assure the Authority will Contractor NPFS Services prepare a number of into dormancy and in scenarios and Testing Year 3, a desktop injects (test scripts). test shall be undertaken to The Contractor shall assure the Customer make available Authority that the Contractor relevant Key NPFS Services can be Personnel and mobilised and ‘go live’. provide all such facilities requested After the Contractor NPFS by the Customer Services have been assured Authority for the into service (dormancy) as desktop exercise.

described in this Paragraph The Customer A.2.3.6.36 above and as Authority will chair part of the desktop testing in and direct the Testing Year 3 as described desktop exercise in this Paragraph A.2.3.6.36 and unless above, the Contractor shall otherwise agreed demonstrate that the with the Contractor Contractor NPFS Services the Testing window can be mobilised and ‘go under this live’ within the stated Paragraph 2.3.6 timescales in response to a shall last no more number of scenarios and than three Working injects provided by the Days. Customer Authority. In Testing Year Two, the B.2.3.6.37 Contractor shall provide live operation of the Contractor NPFS Service by mobilising to NPFS Operation within 21 calendar days (or less)

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

103

(“Mobilisation Period”) and the Contractor shall route calls to call agents in the NPFS Contact Centres. No more the five percent (5%) of the capacity of the live operational NPFS will be required for such Testing. The Testing window under this Paragraph A.2.3.4.37 shall be two consecutive weeks not inclusive of the Mobilisation Period achieved by the Contractor. In any Extension Period B.2.3.6.38 (being Testing Years Four onwards) the Contractor shall provide the same level of testing as in Testing Year One and Testing Year Three unless the Customer Authority requests, on a minimum of

three months’ notice in writing, a live Test of the NPFS Services in which event the Contractor shall be entitled to recover its costs in relation to such live testing on the basis set out in the Contractor’s Service Catalogue.

2.4 Exit Service Solution

Exit Service Overview

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

104

Solution [RFP Note: Contractor to populate with an overview of its Exit Service Solution.]

B.2.4.1 The Contractor shall prior to expiry of all or part of this Call-Off Contract, support the Customer Authority with pre-procurement activities.

B.2.4.2 The Contractor shall 6 months prior to any exit

appoint an Exit Project Manager. The Contractor shall deliver B.2.4.3 the Exit Project in accordance with Prince 2 or,

if agreed by the Customer Authority, similar methodology. The Contractor shall B.2.4.4 produce a PID and provide it to the Customer Authority by [TBC]. The Contractor shall ensure that the PID includes

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

105

the following:  scope of work;  timescales for decommissioning;  Contractor and Customer Authority responsibilities;  exit costs as determined in accordance with this Call-Off Contract; and  identification of any staff that may be affected by TUPE. The Contractor shall hand B.2.4.5 back all data, such as CLI logs, associated with the

Services at point of exit in a format required by the Customer Authority. The Contractor shall on B.2.4.6 successful testing and verification of transferred data, delete all copies of Customer Authority data (witnessed by the Customer Authority). The Contractor shall hand B.2.4.7 back any Customer

Authority owned assets and or software. The Contractor shall hand B.2.4.8 over any design and configuration documentation

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

106

relating to the Customer Authority’s Services (where owned by the Customer Authority as prescribed in this Call-Off Contract).  The Contractor shall assist B.2.4.9 the Customer Authority in transferring the Services to a new service provider, including but not limited to:  attending service transition meetings;  providing input into and working to a combined plan; and  providing input into a combined risk and issues log. The Contractor shall release B.2.4.10 in a timely manner any NGN, including the primary 111 Number, for porting to a new service provider. The Contractor shall ensure B.2.4.11 a smooth and seamless exit using approved project management methodologies

which takes into account the particular requirements of the Customer Authority and the Indirect Customers.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

107

2.5 Future Service Solution

Future Overview Service Solution [RFP Note: Contractor to populate with an overview of its Future Service Solution.]

Cl / Ref Element of Service Requirements / Supplier Solution to Customer Authority “Compliant” RFP Supplier Solution Contractor Responsibility meet the Service Responsibility (if or “Non- Response to the Service Requirements any) Compliant” Cross- Requirements with the reference Service Requirement

B.2.5.1 Access to The Contractor shall Emergency Services provide the capability to Database import address data for landline telephone numbers from the Emergency Services database into the CLI database on at least a weekly basis.

B.2.5.2 The Contractor shall develop an API that allows a decision support application to lookup the post code and address of a caller

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

108

using a landline to assist in the dispatch of ambulance or other service. The Contractor shall B.2.5.3 Smartphone App receive metadata Interface relating to NHS Number (i.e., the National Unique Patient Identifier) from a purpose built smartphone app. The Contractor shall B.2.5.4 receive metadata associated with GPS position from a purpose built smartphone app.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

109

Annex 3-1 Glossary

Term Description Automatic Call Distributor. This device makes a modern call centre possible. It sends calls to individual advisors in specific ways (often using a technique known as “longest idle”), it reports on what has ACD happened both in real time and historically and is generally the key device for managing a contact centre. There are different sorts of ACD which work in different ways. The area covered by a mobile phone mast – this can be a few hundred Cell metres to over 30 miles. CLI Calling Line Identity – the telephone number of a caller. Direct Dial Inwards. A specific telephone number that is part of a range of numbers. For example an organisation might have 0115 123 DDI number 000 as its main number but use 0115 123 001 to 0115 123 099 as individual DDI numbers for specific employees or departments. 111 sends calls to specific DDI numbers. An Emergency Area is a collection of masts which are grouped Emergency Area together for 999 and 111 call routing purposes. It is much less precise than cell based routing. This is a count of the number of simultaneous connections between the public and the call centre. If there were 32 Lines then there could Lines be 32 people talking to advisors in your 111 centre. Typically lines are purchased in groups in a business environment. This is the device that a mobile phone talks to. Under some Mast circumstances a mast may communicate with a mobile phone much further away than normal. National Numbering Group. You probably know this as an STD code. An example is 0207 or 0115. The complete list can be found on the Ofcom web site. NNGs are associated with an area, such as Newcastle (0191), Inner NNG London (0207) or Nottingham (0115); however for the last few years customers have had the legal right to take their telephone number (including NNG) with them when they move house, even when they move across the country. The 111 process allows for this in a special way which will be discussed later. We used to use this term not only to refer to a Primary Care Trust but PCT also to indicate any geographical area for which calls have to be handled in a specific way. It could be a cluster of GP commissioning We now use the term Routing Area to define an area where calls have Routing area to be handled in a specific way. This is a special process in 111 that allows (by consent) a set of telephone numbers (such as GPs mobiles, nursing homes, or speakers of a specific language) to be treated differently when they call 111. Tagging The calls are sent to a specific DDI number and the ACD can be set up to treat those calls differently and send them to a special group of advisors. Each SHA area can set up a number of 111 TAG groups.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

110

Abbreviations:

Abbreviation Description ACD Automatic Call Distributor AHT Average Handling Time CCG Clinical Commissioning Group CLI Call Location Identification COBR Cabinet Office Briefing Room DA Devolved Administration DDI Direct Dial-In DfID Department for International Development ECDC European Centre for Disease Prevention and Control EU European Union EWRS Early Warning and Response System GHSAG Global Health Security Action Group GP General Practitioner MCCS Managed Customer Contact Services MPA Cabinet Office Major Projects Authority NHS National Healthcare Service NGN Non Geographic Number NNG National Number Group NSC National Security Council SAGE Scientific Advisory Group for Emergencies SPI Scientific Pandemic Influenza Advisory Committee THRC Threats, Hazards, Resilience and Contingencies UN United Nations VoIP Voice over Internet Protocol WHO World Health Organisation

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

111

Annex 3-2 Volumetrics

This Annex sets out the expected call volumetrics relating to the 111 Number and NPFS. The Contractor shall take the volumetrics (including all call volumetrics) in this Annex into account when designing and building its solution to fulfil the Customer Authority’s Service Requirements in this Appendix 3. Without prejudice to the provisions above in this Annex 3- 2 and Paragraphs A.2.3.1.27, A.2.3.1.37, A.2.3.3.6 and A.2.3.4.30 above in this Appendix 3, the Contractor acknowledges that the volumetrics in Annex 3-2 do not represent any commitment, representation, obligation or guarantee that such volumes will be provided, met or made available by the Customer Authority under this Call Off Contract.

NHS111 Volumetrics

Metric Unit Current Low Required Max Call volume Calls PA (million) 9 10 15 30 NHS 111 providers Providers 19 1 20 50 Routing Areas Areas 219 4 220 999 Size of CLI data Records (million) 0.8 1 20 70 base Number of Announcements 50 200 announcements Average (Seconds) 20 20 20 Announcement Duration Natural voice Proportion of callers - 1 10 15 using natural voice (%) Number of messages [RFP Note: To be determined during the Design stage to map to postal towns and cities in the UK and tube stations within London.]

Average Handling Minutes 7.45 6 8 10 Time Average Time in Minutes 2 30 1 2 Queue Volume of phantom Calls 40,000 40 40 60,000 calls per day Retention period for Months - 24 CLI logs Retention period for Years - 7 MI

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

112

Blocking probability % calls blocked - 0.0001 Routing changes 120 included in bundle (year) Routing Area 10 changes CLI tag 30

NPFS Volumetrics

Overview

At the Effective Date, the Parties acknowledge and agree that the Contractor NPFS Services will not be provided or apply as more particularly described in Paragraph 1.1.4 of Appendix 3.

The NPFS is not required during the ‘Initial Phase’ of a Pandemic but might be required in the ‘Treatment Phase’ that follows. The Customer Authority’s Service Requirements for the Contractor NPFS Services are set out above in Appendix 3, including during Dormancy, Standby, Mobilisation, Stand Down and NPFS Operation. The UK Influenza Pandemic Preparedness Strategy 2011 makes clear that PHE are planning for a range of Pandemic severities as follows:

Impact Nature and Scale of Illness

Low Similar numbers of cases to moderate or severe seasonal influenza outbreaks

AND

In the vast majority of cases – mild to moderate clinical features Medium Higher number of cases than large seasonal epidemic Young healthy people and those in at-risk groups severely affected

AND/OR

more severe illness

High Widespread disease in the UK

AND/OR

most age-groups affected

AND/OR

severe, debilitating illness with or without severe or frequent complications

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

113

The ‘High’ impact scenario in the table above is commonly referred to as the ‘reasonable worst case’.

The reasonable worst case is a concept developed for emergency planning in the UK. This concept is designed to exclude theoretically possible scenarios, which have so little probability of occurring that planning for them would lead to a disproportionate use of resources. They are not predictions of what will happen but of the worst that might realistically happen, and therefore we would expect most pandemics to be less severe and less widespread than the reasonable worst case. By planning for the reasonable worst case planners are assured that they have a high probability of meeting the demands posed by the hazard should it occur.

 Up to 50% of the population ill (with infection attack rates up to 80-85%) (Department of Health 2006c).  Of which, from 10% up to 25% are expected to have complications, half of these bacteriological. (With possibly as little as a 35% overlap between the ‘at risk groups’ and those who actually get complications (Meier et al. 2000).)  Peak illness rates of around 10 - 12% (measured in new clinical cases per week as a proportion of the population) in each of the weeks in the peak fortnight (Department of Health 2005).  Absences rates for illness reach 15-20% in the peak weeks (at a 50% overall clinical attack rate, assuming an average 7 working day absence for those without complications, 10 for those with, and some allowance for those at home caring for children (Department of Health 2006b)).  Case hospitalisation demand rates up to 4% with an average six day length of stay o but, of which 25% could, if the capacity existed, require intensive care for 10 days (i.e. require level 3 critical care).  Case fatality ratios up to 2.5%.

An indicative planning profile of weekly national numbers of cases, hospitalisations, deaths etc. as proportion of total over single wave pandemic - Department of Health (2005). 25%

20%

15%

10% hospitalisations and deaths and hospitalisations

5% Proportion of total cases, consultations, cases, consultations, total of Proportion

0% By week

IMPORTANT NOTE: The above chart is NOT a forecast. Its purpose is to provide a reasonable worst case for planning purposes.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

114

The data that underpins this profile is shown in the table below:

Week Proportion of Total Cases

1 0.2%

2 0.3%

3 0.9%

4 3.2%

5 10.6%

6 21.6%

7 21.2%

8 14.3%

9 9.8%

10 7.6%

11 5.3%

12 2.7%

13 1.6%

14 0.9%

15 0.7%

The number of patients (or their ‘Flu Friends’) who will want to gain access to antiviral medicine during a future UK pandemic will depend on the severity of the virus and the point in time during the outbreak. The volumetric predictions are partly dependent on the modelling work above which was refreshed in June 2012 by the Scientific Pandemic Influenza Advisory Committee (SPI): Subgroup on Modelling. It has also been informed by the experience of the 2009 H1N1 pandemic and the lessons learnt from operating the NPFS and leads to a series of NPFS modelling assumptions and constraints as described in the table below.

No. NPFS Modelling Assumptions / Constraints Value

1 Symptomatic attack rate (over the life of a UK 50% = 31.150 million pandemic) symptomatic individuals

2 Ratio of symptomatic / non-symptomatic 66% = 47.197 million individuals who contact the service for treatment assessments assessment

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

115

3 Percentage of symptomatic individuals in the 22% = 6.853 symptomatic peak week individuals

4 Percentage of treatment assessments in the 22% = 10.383 million peak week treatment assessments

5 Ratio of collections in peak day / peak week 19% = 1.303 million collections

6 Ratio of treatment assessments in peak day / 19% = 1.973 million peak week treatment assessments

7 Ratio of collections in peak hour / peak day 10.3% = 0.135 million collections

8 Ratio of treatment assessments in peak hour / 11% = 0.217 million peak day treatment assessments

9 Ratio of assessments by telephone / online 54% / 46%

10 Proportion of patients authorised antivirals 53% through the NPFS who are referred to Primary Care

11 Proportion of patients not authorised antivirals 18% through the NPFS who are referred to Primary Care

12 Maximum number of call centre concurrent 7,500 telephone lines available

13 Percentage of children under 1 year of age 1.2%

The Authority will be responsible for the Activity Forecast which will be initially supplied to the Contractor as part of the mobilisation instruction. This will be refreshed on a rolling basis during a pandemic and the forecast length and interval will be subject to further commercial considerations in consultation with the winning Contractor.

Telephony Process This process group represents an end to end journey for a patient or flu friend regarding the seeking of an assessment for pandemic flu in the telephone channel and the appropriate outcomes regarding the authorisation (or not) of an antiviral and self care advice. The working assumption is that this journey will take on average 10 minutes to complete.

No. Process Group Modelling Assumptions / Value Constraints

1 Time taken for a patient to pass through the 10 minutes process group

2 No patients and flu friends will be unable to get N/A through to the web channel because it is busy and use the telephone channel instead

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

116

3 The system is only used once per patient or flu N/A friend

4 Time of day that peak activity occurs 9am – 10am (see below graph and table)

5 The maximum limit of call centre agents 7,500 available to answer calls relating to an influenza pandemic

An indicative planning profile of hourly assessment volumes based on the H1N1 pandemic operational experience

Percentage of Assessments

12.00%

10.00%

8.00%

6.00%

4.00%

2.00%

Percentage of Assessments of Percentage 0.00% 1 3 5 7 9 11 13 15 17 19 21 23 Hour of Day

IMPORTANT NOTE: The above chart is NOT a forecast. Its purpose is to provide a reasonable scenario for planning purposes.

The data that underpins this profile is shown in the table below.

Hour Percentage of Assessments

0-1 0.72%

1-2 0.43%

2-3 0.31%

3-4 0.26%

4-5 0.26%

5-6 0.32%

6-7 0.77%

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

117

7-8 2.97%

8-9 9.81%

9-10 10.95%

10-11 8.84%

11-12 7.64%

12-13 6.65%

13-14 5.97%

14-15 5.62%

15-16 5.35%

16-17 5.55%

17-18 5.42%

18-19 5.25%

19-20 4.73%

20-21 4.19%

21-22 3.67%

22-23 2.72%

23-24 1.59%

Taking into account the generic volumetric requirements, the number of patients or flu friends that are expected to consume this process group in the peak hour of the peak day of the peak week of a reasonable worst case scenario are as follows:

217,000 x 54% * (10/60) = 19,530 concurrent patients / flu friends

However there is key constraint of 7,500 call centre handlers which cannot be exceeded. Therefore the total number of concurrent patients / flu friends for this business group in the peak hour of the peak day of the peak week of a reasonable worst case scenario is up to approximately 19,530 which will need to be throttled to 7,500 to align with other capacity constraints. Callers will need to call back later or go through process group 1.1 – 1.5 as an alternate access path.

It is important to note the following observations: Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

118

 This figure could be an overestimate because it: o Deals with a reasonable worst case pandemic (which is a planning requirement) and the pandemic that is being experienced is not of this severity o Represents the expected demand in the peak hour of the peak day of the peak week – demand at other times of this day or other days of this week or other weeks of the pandemic are likely to be lower  This figure could be an underestimate because it: o Assumes that no patients / flu friends that cannot get through on the online channel because it is busy use the telephone service o Assumes that patients / flu friends only use the service once o Does not take into account additional usage from the public and those curious about the service – likely to be an issue in an initial period after the service is mobilised

Metric Unit Current Required Call volume Calls See Appendix [10] [RFP Note: See Volume A and Volume B of the pricing schedule of the RFP, which will be added to Appendix 10 prior to signature.] Concurrent calls Calls - 19,500 Maximum Contact Agents 7,500 Centre Positions Average Handling Minutes - 10 Time Maximum network Minutes 3 level queue length

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

119

Annex 3-3 Background Information to NHS 111 Services

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

120

Part A – NHS 111 Countries

1.1 General

The general principle behind routing NHS 111 calls is to identify the origin of the call and route to a nominated provider. In the event of a failure, calls can be either routed to an alternate location / provider or load balanced across multiple providers.

1.2 England

In England NHS 111 is commissioned locally by Clinical Commissioning Groups (CCG). England is currently split into forty-nine (49) commissioning areas which at present are contracted to nineteen (19) NHS 111 Service Providers. Calls are routed based on geographic origin to the appropriate NHS 111 Service Provider with area unknown calls load balanced across providers.

1.3 Scotland

In Scotland, NHS111 callers are routed to the correct destination based on a combination of information provided by the caller and the circumstances at the time the call is made. This is achieved by the use caller defined variables, collected through DTMF IVR, and pre-set variables controlled by a supervisor. These variables are then used to control the routing of the call within the system script. For example, the system administrator can set a variable for "adverse weather," which can be used to tailor the routing of callers from at risk groups during an adverse weather event. The current scripts contain about 70 decision points and play approximately 70 different recorded announcements.

1.4 Wales

As at the Effective Date, in Wales there is no NHS 111 Service. The 0845 4647 service is still operational in Wales which is provided by the Welsh Ambulance Service. [RFP Note: To be revisit again prior to signature to check the accuracy of this statement.]

1.5 Northern Ireland

As at the Effective Date, in Northern Island there is no NHS 111 service.

1.6 Crown Dependencies

As at the Effective Date, in the Crown Dependencies there are no NHS 111 services operating.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

121

Part B - Technical Appendix: NHS 111 Processes Existing Prior to the Effective Date

[RFP Note: This appendix will detail a number of processes that are currently in use, or planned to be in use. They will be populated and supplied to assist Contractors. The Contractor may use these processes or suggest others of their own devising.]

1.1 Phantom Call blocking

As a number, the 111 Number is particularly prone to phantom calls. These calls can be generated by faults on the analogue telephone network or in the case of mobile phone, people sitting on and unlocked phone and dialling a string of digits.

The current method of blocking phantom calls is by using steering IVR, either in the form of an option, or where no option exists, simple confirmation that the caller wishes to continue (e.g., "press 9 to continue").

In addition if no response is received the caller is asked to say “yes” to confirm that they are a real call. Callers are given multiple opportunities to confirm that they are a real call.

For some London calls natural language routing is in operation based on the closest tube or train station. In this case no separate phantom call recognition is needed as there is already a verbal response.

1.2 Overall technique for call routing

The overall technique for call routing is described in Part B. It comprises of the following:

 Landline: Identification of National Numbering Group (NNG) and IVR options in boundary areas.  Landline CLI: In area such as London, long lists of callers’ numbers are uploaded into a CLI database and mapped to routing areas.  Mobile: Identification of mobile mast or emergency area achieved by mobile carriers appending digits.

1.3 Use of Routing areas

In England, for routing purposes, the country has been split into routing areas (currently 219). In most cases the routing areas map to former PCT boundaries and comprise a number of NNG, mobile masts and emergency areas.

In the future these Routing Areas should be based on CCG boundaries. The Customer Authority expects the Contractor to source the CCG boundaries (in post code terms) itself.

1.4 Postcode routing of landlines

A proprietary post code database is used to map landline numbers to postcodes, which can then be associated with routing areas for routing purposes. When use of the emergency services database is introduced this will no longer be needed as that data is more accurate than any proprietary database.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

122

Part C – NHS 111 Service - Background Information

1. Fundamental principles of the architecture

1.1 The NHS 111 Service must be able to route calls to English and Scottish contact centres and cope with expansion of the service to Northern Ireland and Wales in future years and service evolution in each of the nations.

1.2 The following principles have been adopted for the project:

1.1.1 As far as possible get the call to the correct destination so that the first person the caller speaks to is the one that can help

1.1.2 As little button pressing or talking to machines as possible

1.1.3 Eliminate multiple triage, call-back and call forwarding as far as possible

1.1.4 The avoidance of accidental calls as far as possible

1.1.5 A solution that works for national, regional and local routing

1.3 From the point of view of a landline caller, the current NHS 111 Service works as follows:

When a caller dials the number there is a pause for four seconds (the four second gap). Then caller hears an announcement which welcomes the caller to the service and invites them to press a key.

After the caller has pressed a key the caller then hears an announcement from the host ACD of the organisation hosting the service in their area.

If the caller is in an area where the service is not live the caller hears an appropriate announcement (which differs if the caller is from a devolved administration).

1.4 From the point of view of a mobile caller, the current NHS 111 Service works as follows:

This is very similar to landline routing, except there is no 4 second gap.

When the caller dials the number they hear an announcement welcomes the caller to the service and invites them to press a key.

After the caller has pressed a key the caller then hears an announcement from the host ACD of the organisation hosting the service in their area.

If the caller is in an area where the service is not live the caller hears an appropriate announcement (which differs if the caller is from a devolved administration

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

123

1.5 From the point of view of the NHS 111 Service Providers, the current NHS 111 Service works as follows:

Calls are sent to the appropriate location for the “Routing area”. For each NHS 111 Service Provider it is agreed which routing areas they service.

Some routing areas have an announcement “Please press 8 if you are in Lancashire or 9 if you are in Yorkshire” and calls are split between two areas.

Sometimes phone numbers for routing areas are “pre-loaded” onto the database so that calls from that number are always sent to a specific place.

2. The current architecture

2.1 The NHS has devised an architecture which meets the expectations of the program as described above. Vendors are not required to use this architecture, This is simply a description of how the service currently operates.

2.2 The architecture uses additional digits added to the end of calls to provide location information.

2.3 Exactly the same information is appended to calls by the mobile operators as they did for 101 in order to ease the process for them.

2.4 In addition landline and VoIP calls will also have digits added so that the network that the call comes from is clear. However, calls from landline providers that do not have those added digits lose little in the way of functionality.

2.5 The details of the digits that are added are shown below.

The use of added digits enables mobile calls to be routed to a SHA or DA.

Landline calls are sent to a routing area based on the NNG. This data will be provided to the successful Contractor.

Entries in the CLI database may be “tagged” to reflect special treatment associated with language, location or other attributes that may change the DDI number routed.

There are currently over 700,000 CLIs tagged.

3. Mobile calls

3.1 This Paragraph shows the additional digits for mobile calls.

3.2 Additional digits added to calls by mobile providers.

In order to be able to route calls from mobile phones to the correct area carriers should append digits to the end of the three digit number.

For Mobile operators the appended digits are:

<3DN ><0><5 >

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

124

Note: Any other information normally provided during call set up should be sent using standard signalling.

Each of those fields is explained below.

It should be noted that one provider (EE) now uses 10 digit cell ids.

These are passed to the existing vendor in the form:

11115 <10-digit Cell ID>

3.3 CLI

As per standard practise, both Network and Presentation CLI should be passed to the vendor, even if the caller has withheld.

3.4 Network Provider ID

This is a fixed 5 digit field.

The Network Provider ID should be an assigned Mobile Network Code (MNC) – see appendix A for the current Ofcom list. These are 5 digit codes and will ensure uniqueness across Mobile Operators. Mobile Operators should confirm which MNC code they will send.

Where an operator has more than one MNC code, one of these values should be selected and used consistently except where there is an agreed need to use multiple MNC codes e.g. to cater for Cell ID duplication.

If for any reason an MNC code cannot be used, Mobile Operators should advise the vendor of the code they wish to use. This code must be 5 digits, padded with lead zeros if required.

Note: MNC codes consist of two parts:

County Code – 234 / 235

Network Code – in the range 00-99

3.5 Cell ID / Zone Code

Of these, Cell ID is the preferred information to be passed.

A Cell ID or Zone Code should be passed consisting of 5 digits. Lead zeros should be used to pad out the Cell ID or Zone Code as required.

If Zone Codes are sent, they should be constructed to accurately match to SHA and DA area boundaries. It is the Mobile Operators responsibility to maintain this match. The coverage of each Zone Code should be expressed as a set of full Post Codes.

Each Cell ID and Zone Code should be unique within a Mobile operators network furthermore a Cell ID and Zone Code should not be the same.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

125

In circumstances where duplication cannot be avoided, a second Network Provider ID should be used to differentiate duplicate Cell IDs, Zone Codes, or a Cell ID from a Zone Code.

As noted above one mobile network now has 10 digit cell ids which are passed using a different format.

3.6 Reference Data File

In order for the routing data supplied with the call to be meaningful, the vendor will require the Mobile Operator to supply location data in the form of a reference data file. This file will contain information to cross reference the Cell-ID to its base station postcode or in the case of Zone-Codes to a geographic area represented as a set of full postcodes.

Within the dataset, there should be a record for each Post Code matching to a Cell ID or Zone Code.

It is the responsibility of the Mobile Operator to ensure the format and content of the file is correct and delivered in a timely manner.

Note: Where Post Code data cannot be supplied or is unreliable, the Easting and Northing reference should be supplied.

The data file should be a complete snapshot of the entire network i.e. containing all Cell IDs or Zone Codes. The frequency of issue will be dependent upon the volatility of the data set.

3.7 Data File Transmission

It is suggested that transmission should be using Secure FTP to an Internet facing server however vendors will make their own arrangements.

The file should be in .csv format and be compressed before sending. The compression routine used should be confirmed.

In the past an Open SSH RSA Public key has been used to assist security.

3.8 Data File Format

The file should be provided in the format specified below:

Name Convention

The file should have a name of:

_.csv

where:

= ‘3’, ‘O2’, ‘Orange’, ‘T-Mobile’ “EE” or ‘Vodafone’

is the date the file was created in the form YYYYMMDDHHMMSS

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

126

e.g.

O2_20060208130656.csv

3.9 Format & Content

Depending upon whether Cell IDs or Zone Codes are sent, the record structure sent by Mobile Operators should be either:

Cell IDs

where:

= Unique 5 digit reference padded with lead zeros

= full post office format for Out code of base station

= full post office format for In code of base station

= easting grid reference of base station

= northing grid reference of base station

= nominal radius of the cell in km

This will provide a list of Cell IDs and their associated location.

e.g.

23401,50002,ST9,2AC,523330,177870,1.5

23401,50003,WD6,4SD,247720,663567,0.3

23401,50004,D22,9FC,417350,556700,1.1

23401,50005,SW12,7VG,387982,439597,2.7

Zone Codes

Where:

= Unique 5 digit reference padded with lead zeros

= full post office format for Out code

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

127

= full post office format for In code

This will provide a list of each Zone code itemised by post codes representing the coverage.

e.g.

23401,00011,CM14,2DF

23401,00011,CM14,1FS

23401,00011,CM13,6TC

23401,00011,CM12,9ZG

23401,00017,ST9,2AC

Valid Post Code Formats

A post code is a combination of between 5 and 7 letters/numbers. Each post code consists of two parts, an Outcode and an Incode. All post codes provided must have the full Out and Incode conforming to one of the following valid formats. ‘A’ indicates an alphabetic character, an ‘N’ indicates a numeric character.

OUTCODE INCODE

AN NAA

ANN NAA

AAN NAA

AANN NAA

ANA NAA

AANA NAA

The combination of Out Code and In Code must be of 6, 7, or 8 characters in length.

The outward code (the set of characters to the left of the space) must be 2, 3 or 4 characters in length

The first character of the outward code must be alphabetic.

The inward code (the set of characters to the right of the space) must always be 3 characters in length.

The first character of the inward code must be numeric.

The second and third characters of the inward code must be alphabetic.

The In Code does not have the characters C, I, K, M, O and V.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

128

4. Landline calls

4.1 This Paragraph shows the additional digits for landline calls.

4.2 Additional digits provided by landline providers

The key information required to route the call should be passed in the call set up signalling. This comprises:

• CLI

• Dialled Number, comprising

• The 3DN shortcode, e.g. 111

• Network Provider ID

• Padding

The mechanism for passing Network Provider ID is to append this information to the dialled number digits as shown in the format below to construct a 15-digit string. This is passed in the call set up signalling.

For fixed line operators, this will be

<111><0><6><00000>

where:

<0> is purely padding but should be 0

<6> identifies the call as a fixed line call (similarly 5 is used for mobile calls)

is the Network Provider ID, set out in Paragraph 2.4.3.

<00000> Padding digits required to ensure 15 digits in total are passed, consistent with mobile 111 calls

4.3 Fixed line CLI

As per standard practice, both Network and Presentation CLI should be passed to the vendor, even if the caller has withheld. This will be used for routing purposes only.

4.4 Network Provider ID

An agreed unique Network Provider ID should be passed consisting of 5 digits. It is proposed to use the Ofcom CUPID list for this purpose (current issue appended). This is a three digit code and, to ensure uniqueness a prefix of ‘77’ is to be added. Therefore, for example, calls originating on the Cable & Wireless network (for example) will utilise a CUPID of 013 and hence the dialled number string would become

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

129

<111><0><6><77013><00000>

Where an operator has more than one CUPID, one of these values should be selected and used consistently.

4.5 VoIP Calls

This Paragraph details the additional digits for VoIP calls.

Mobile VoIP calls that can be identified as such might be given an announcement that details the areas where the initiative is live. The caller is then asked a routing question such as “Please press 1 for area a, 2 for area b, and 3 for area c”. Calls are then sent to the default destination. Once they have been answered they will be added to the database so that they are routed to the correct destination in future.

4.5.1 Added digits

The key information required to route the call should be passed in the call set up signalling. This comprises:

• CLI

• Dialled Number, comprising

• The 3DN shortcode, 111

• Network Provider ID

• Padding or mobile area identifier

For fixed line operators, this will be

<111><0><6><00000>

where:

<0> is purely padding but should be 0

<6> identifies the call as a fixed line call

is the Network Provider ID, set out in Paragraph 2.2.2.

<00000> Padding digits required to ensure 15 digits in total are passed, consistent with other 111 calls

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

130

Similarly for mobile operators, this will be

<111><0><5>

where:

<5> identifies the call as a mobile call

is the cell identity or zone code

Note: Any other information normally provided during call set up should be sent using standard signalling.

4.5.2 VoIP CLI

As per standard practice, both Network and Presentation CLI should be passed to the vendor, even if the caller has withheld. This will be used for routing purposes only.

4.5.3 Network Provider ID

For the purposes of call routing, VoIP calls for the 3DN are split into two categories.

Predominately fixed location as determined by CLI

The first category is for those users who are provided with a service for VoIP calls from a fixed location where the network CLI can be reliably used for determination of caller location. For example, a “broadband voice” service which is predominately targeted at customers who will use the service at their home location would fall into this category. Users may in principle be able to roam to other locations, but the expectation is that the majority of usage would be at the home location.

For this category the network CLI supplied when the calls are routed into the vendor network using C7 signalling will in the majority of cases be geographically related to the caller. This mechanism will allow the calls to be routed using the NNG based automatic routing techniques, as for traditional fixed line calls.

Operators should confirm they restrict the numbers allocated to the NNG based regions if they believe their customers fall into this first category.

CLI does not predominately provide caller location.

The second category is for nomadic users and where it is acknowledged that the network CLI may not accurately reflect the location of the caller.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

131

First calls from these numbers will be treated specially by the 3DN network and passed to an agreed location. These calls will then have a Database entry associated with them so that they can subsequently be directly routed to the appropriate destination. Callers with a CLI allocated in the 056 number range will always fall into this category, as their location cannot be determined from the CLI.

4.5.4 Identity Digits

An agreed unique Network Provider ID should be passed consisting of 5 digits according to the category. It is proposed to use the Ofcom CUPID list for this purpose (current issue appended). This is a three digit code and, to distinguish between the two categories of service, the following prefix is to be added. For callers at a fixed location a prefix of ‘78’ is proposed and for nomadic callers a prefix of ‘79’ is proposed.

It must be stressed that there is no expectation that the category be determined on an individual number basis, or dynamically e.g. as a predominately fixed individual user chooses to roam. Operators should use a Network Provider ID according to the characteristics of their service as a whole.

Therefore, for example, calls originating on the vendor network will utilise a CUPID of 013 (for example) and hence the dialled number string would become:

<111><0><6><78013><00000> for VoIP callers at a fixed location

<111><0><6><79013><00000> for nomadic VoIP callers

Where an Operator has more than one CUPID, one of these values should be selected and used consistently. Should an Operator not be on the CUPID list then it will be necessary to contact the vendor and a suitable Network Provider ID can be agreed.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

132

Annex 3 -4 NPFS Contact Centre Information

[RFP Note: The Department of Health signed a Managed Customer Contact Services (MCCS) Framework Agreement with four prime contractors for the provision of call centre related services for the health sector in the UK. This allowed for three types of call-off agreements to be raised with the third of these being specifically designed for the call centre seats associated with the National Pandemic Flu Service. The call-off allows for a mixture of compelled manned agent positions supplemented by those provided on an ‘all reasonable endeavours’ basis. It is therefore necessary for the Contractor to provide resilient data circuits and SIP trunks to each of the four prime contractors as described in this Annex.]

[RFP Note: The information in this Annex 3-4 is provided in response to queries raised by Contractors in recent market engagement sessions. The Contractors should take this information into account to the extent required in relation to developing it solution and services.]

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

133

Centre 1 National Pandemic Flu Service

SIP Install Questions These questions relate to the installation of the SIP trunks. The SIP trunks shall terminate on the same date as the expiry or termination of all of the Contractor 111 Services.

Authority Question Contractor Response If the Authority were to procure a We currently host SIP services into our existing Avaya platform. These services are presented primary data circuit from the new from Talk Talk Business over diverse data circuits. Any circuits provided by yourselves would telephony supplier to your premises, terminate in our data centre’s on ACME packet session board controllers. Our Data Centre’s are what would be the termination point and located at West Malling and Laindon in South Of England route into the building? If the Authority were to procure a Please see above, circuits to be presented into both Data Centre’s for resilience. secondary data circuit from the new telephony supplier to your premises, what would be the termination point and route into the building? Can existing ducts into the building be Existing ducts can be used used for the primary and secondary data circuits or is Wayleave required? Please briefly describe how you We introduce calls into our Data Centre’s via the routes above and utilising an Avaya ACD we distribute calls between your call deliver calls to CCM sites over the Capita MPLS WAN infrastructure using IP protocols centres? Do calls queue at network level? We can queue calls at network level if required

Which network suppliers do you use to Talk Talk Business link your ACD network to the PSTN? Which network suppliers do you use to Virgin Media / BT link your sites?

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

134

Centre 2

National Pandemic Flu Service

SIP Install Questions These questions relate to the installation of the SIP trunks. The SIP trunks shall terminate on the same date as the expiry or termination of all of the Contractor 111 Services.

Authority Question Contractor Response If the Authority were to procure a The primary location would be subject to a number of factors, including the carrier that will send primary data circuit from the new the traffic, and whether that carrier already has a presence in that location. Current locations telephony supplier to your premises, where we can support SIP Circuit Termination include the following: what would be the termination point and route into the building? - Rack 3V20 at Telecity 2, 8/9 Harbour Exchange Square, Docklands, London E14 9GE. - TFM51 Rack E18 at Telehouse East, Coriander Ave, Docklands London E14 2AA - Rack 8R19 at Floor 8 Redbus, 6/7 Harbour Exchange Square, Docklands, London E14 9HE. - TFM15 Cab C13 at Telehouse North, Coriander Ave, Docklands London E14 2AA - Rack AH4 in Kilburn House at Telecity, Lloyd St, Manchester, M15 6SE. - Meet Me Room (MMR) at Paul St, Epsilon Global Hubs, 2nd Floor, 69-77 Paul St, London, EC2A 4NW - Citrus Suite, 2nd Floor, Rack B4, City Lifeline, 80 Clifton St, London, EC2A 4HB - Telecity Powergate, Acton, rack Z3-A12 - Equinix – LD4, rack LD04:01:C01

If the Authority were to procure a The Secondary location would be subject to a number of factors, including the carrier that will secondary data circuit from the new send the traffic, and whether that carrier already has a presence in that location. Current telephony supplier to your premises, locations where we can support SIP Circuit Termination include the following: what would be the termination point and route into the building? - Rack 3V20 at Telecity 2, 8/9 Harbour Exchange Square, Docklands, London E14 9GE. - TFM51 Rack E18 at Telehouse East, Coriander Ave, Docklands London E14 2AA - Rack 8R19 at Floor 8 Redbus, 6/7 Harbour Exchange Square, Docklands, London E14 9HE.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

135

- TFM15 Cab C13 at Telehouse North, Coriander Ave, Docklands London E14 2AA - Rack AH4 in Kilburn House at Telecity, Lloyd St, Manchester, M15 6SE. - Meet Me Room (MMR) at Paul St, Epsilon Global Hubs, 2nd Floor, 69-77 Paul St, London, EC2A 4NW - Citrus Suite, 2nd Floor, Rack B4, City Lifeline, 80 Clifton St, London, EC2A 4HB - Telecity Powergate, Acton, rack Z3-A12 - Equinix – LD4, rack LD04:01:C01

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

136

Centre 3 National Pandemic Flu Service

SIP Install Questions These questions relate to the installation of the SIP trunks. The SIP trunks shall terminate on the same date as the expiry or termination of all of the Contractor 111 Services.

Authority Question Contractor Response If the Authority were to procure a [LTC primary data circuit from the new Unit b Heathrow Corp Park telephony supplier to your premises, Green Lane what would be the termination point and Hounslow route into the building? TWr4 6Er] If the Authority were to procure a [TC2 secondary data circuit from the new 3 Nutmeg lane telephony supplier to your premises, London what would be the termination point and E14 2AX] route into the building? Can existing ducts into the building be Existing used for the primary and secondary data circuits or is Wayleave required? Please briefly describe how you All traffic comes into the DC above and using our national network routed to each of the centres distribute calls between your call across the country centres? Do calls queue at network level? No but we have capacity for more than 3000 calls Which network suppliers do you use to Colt link your ACD network to the PSTN? Which network suppliers do you use to Colt, SSE, Zayo, Virgin, Vodafone and others link your sites?

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

137

Centre 4 National Pandemic Flu Service

SIP Install Questions These questions relate to the installation of the SIP trunks. The SIP trunks shall terminate on the same date as the expiry or termination of all of the Contractor 111 Services.

Authority Question Contractor Response If the Authority were to procure a Equinix LD5 primary data circuit from the new 8 Buckingham Avenue telephony supplier to your premises, Slough what would be the termination point and SL1 4AX route into the building? Teleperformance cage is 060GMC1.42 Note that this is a managed co-location facility with extensive carrier services and on premise carrier POP’s. Service would need to terminate within Teleperformance cage but internal cross connect would be required.

If the Authority were to procure a IBM BC&RS secondary data circuit from the new Teleperformance (Suite 11) telephony supplier to your premises, 1640 Park Avenue what would be the termination point and Aztec West route into the building? Almondsbury Bristol BS32 4UA

Note that this is a managed co-location facility with established carrier services. Service would need to terminate within Teleperformance suite (Suite 11) internal cross connect would be required.

Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions

138