Thurrock Council - Invitation to Tender

APPENDIX 4: RESPONSE TO QUALITY EVALUATION CRITERIA

Instructions for Tenderers

Tenderers must return their responses to quality criteria using this template.

Submission of multiple documents/pdfs will not be accepted. Tenderers shall either: a) return this document as their entire quality response, utilising the included text box (table) format for all the answers; or b) return this document, completing the text boxes and providing one (1) PDF file containing clearly referenced and numbered appendices; or c) provide one (1) PDF file containing the entire quality response, clearly titled, referenced and numbered according to each individual question.

Page Limits are provided for each question where appropriate; responses that exceed the page limit will only be scored up to the page limit point. Case studies may be included, but must be within the page limit. Charts, diagrams or screenshots where requested are in addition to the page limit.

The evaluation criteria are summarised in the table below.

CRITERIA SUB-CRITERIA WEIGHTING 1. System 1.1 What system are you proposing to use to meet Functionality Thurrock Council’s requirements? Please 10% provide a short narrative of its benefits and why it will meet the needs set out in the specification. 1.2 Please complete the table (see pages 4 to 12) to demonstrate that your proposed system is compliant. Where it is not currently compliant or 20% this aspect is under development, please provide a narrative in the “comments” column. 2. Project and 2.1 Please set out your project/transition to be Transition implemented from award of contract up to “Go Plan Live”. Assume the contract is awarded in the last week of July 2017. The Council’s aim for Go 5% Live is the second week in September. Ensure you cover data transition and training in the timetable. 3. Staff Training 3.1 How will you deliver initial training and ongoing and Support support to staff? Include your provision for “Go 7% Live”. 4. Maintenance 4.1 How will you provide maintenance for the 6% , back-up system? and Future 4.2 Please tell us about your back up and disaster 7% Development recovery provision. 4.3 Moving forward, how your system will work as technology develops? Can you ensure it remains 5% compatible with new telecare technology as well as with IT and telephony developments. TOTAL 60%

1 1. System Functionality

1.1 What system are you proposing to use to meet Thurrock Council’s requirements? Please provide a short narrative of its benefits and why it will meet the needs set out in the specification.

(Max 1 side A4) (Weighting 10%)

1.2 What system are you proposing to use to meet Thurrock Council’s requirements? Please provide a short narrative of its benefits and why it will meet the needs set out in the specification.

(Complete table on pages 4 onwards) (Weighting 20%) Note the Compliance Item (A) is Pass/Fail and failure to meet this standard will mean your bid will be rejected.

2. Project and Transition Plan

2.1 Please set out your project/transition to be implemented from award of contract up to “Go Live”. Assume the contract is awarded in the last week of July 2017. The Council’s aim for Go Live is the second week in September. Ensure you cover data migration and training in the timetable.

(Project Plan Format) (Weighting 5%)

2 3. Staff Training and Support

3.1. How will you deliver initial training and ongoing support to staff? Include your provision for “Go Live”?

4. Maintenance and Future Development

4.1. How will you provide maintenance for the system (software and hardware)? Please provide a draft SLA for consideration.

(Max 1 side A4 plus SLA) (Weighting 6%)

4.2 Please tell us about your back-up and disaster recovery provision. How will this maintain data integrity and ensure the Careline Service is able to remain operational if problems occur.

3 4.3 Moving forward, how will your system work as technology develops? Can you ensure it remains compatible with new telecare technology as well as with IT and telephony developments?

4 Question 1.2: System Requirements Response Table

No Category Description Compliant Y/N Comments Compliance with BS8521 A standard Compliance (Pass/Fail) Compliance with BT21CN standard 1 Operator functionality Be user friendly as decided elements by the operators Use mouse, keyboard to open speech channels Extensive search function for customer records and pick lists Call search facility Calls from all service users shown on client call history Ability to pass information between operators Ability to add reminders and facilitate comfort calling, pop ups etc Facility to ‘hold’ the client record being updated/added when a call has to be taken without having to search the record again Auto answering for known equipment faults, with reminder setting Call parking with reminders Service Directories

5 No Category Description Compliant Y/N Comments Release locks and key safes Simple to use Equipment (remote) Programming from workstations and laptops Help pop ups for call handling buttons Set up of service user before allocating an alarm unit to facilitate query handling Links to protocols associated with each corporate customer or type of call. Where necessary, unique protocols must be accessible Instant printing from the screen that is being accessed Ability to park open client record to act as an ‘aide memoire’ for follow up action 2 Operator functionality Flexible allocation of elements equipment (especially DAU’s) by serial number Alert facility for pendant, annual service and battery checks, preferably automatic

6 No Category Description Compliant Y/N Comments Search by telephone number Integrated email facility Written communication tol be attached to the Service User Record, providing a 3 simple but effective document management system Document Management Used for both electronic System documents and scanned paper documents for attachment to the Service User Record in accordance with the Government’s requirement for an ESCR 4 Integrated voice recorder Immediate high quality playback With management parameters for listening to calls Simple search Electronic format such as WAV Ability to send recordings electronically to customers Ability to save recordings to CD To hold recording for at least 12 months and to save older recordings off system

7 No Category Description Compliant Y/N Comments This feature allows authorised personnel to access voice recordings for all calls directly from the system’s Calls History This makes it very easy for managers to access voice recordings when required, for example incident investigations, staff training or performance assessments All records, including closed accounts, should be accessible for at least 1 year with an archive facility to hold specified details for up 5 Record Keeping to 7 years The full service user record is then available for viewing in the case of any future queries and reporting purposes The Council shall be able to permanently delete client 6 Archiving records from the system in accordance with Data Protection.

8 No Category Description Compliant Y/N Comments The operator must be able to opt out of conversations held between others to do 7 other work, but the original call must be represented on the ending of the call The introduced caller must Call conferencing have the ability to represent the call by pressing a telephone buttonCall conferencing involves the ability to set up a 3-way conversation. This feature is extremely useful for support services such as Language Line or NHS 24 Automatically match record using CLI or equipment codes, with a system for 8a differentiating records on co- hosting Call receiving functionality Identify sensor generated Alarm Calls call Prioritise calls by user set parameters – such as certain sensors over others and alarms over vox over door entry.

9 No Category Description Compliant Y/N Comments Automatically identify Call receiving corporate customer so call 8b functionality can be answered in their Normal Calls name 9 Landlord/Customer Grouping Displayed to Data Content enable appropriate call (must be accessible on answering answering calls Title (Drop down list (ddl)) Name Connected telephone line Alternative telephone numbers Stock assigned to record Gender (ddl) Religion (ddl)

10 No Category Description Compliant Y/N Comments Ethnicity (ddl) Sexual orientation (ddl) Priority Date of birth Age (automatically updated) Home Address cleaned according to postcode (and direction notes) Display of map (such as Google maps) showing the service user’s location with ability to get directions. Temporary Address details (with dates) 9 Photo of service user and of keyholder(s) if possible Surgery Details Care Manager Home Care details and other scheduled visiting details Landlord details or other customer grouping Medical Information including disabilities Risk Key safe position and code

11 No Category Description Compliant Y/N Comments Next of kin details including the ability to make telephone calls, emails and texts after one click and leaving action records on the customer record Key Holder details (as next of kin) Very important Message display Diary notes pages Scheme details and notes pages, including staff message list Call reason (DDL) (Multiple reasons) Call outcome (DDL) (Multiple reasons) Drop line facility – disconnecting Data Content call but leaving the client record on 9 (must be accessible on answering calls screen for editing/updating data Operator Workflow to steer operators to correct call handling and procedures for each client 10 Data accessible on answering calls Corporate customer details On call staff and contractor details Operator Workflow to steer operators to correct call handling and procedures for each client Access to customer databases

12 No Category Description Compliant Y/N Comments Call records Time in and out of each action Caller details Call reason (Multiple reasons) Call outcome (Multiple reasons) Integrated system to allocate stock to customer records, including sensors and battery change reminders. Bar code 11 reading input and removal, including from off site. Fault management records Stock control & back including warranty expiry office dates. Enhanced back office functionality ideally to include financial accounting/invoicing information exported to a 3rd party invoicing package IP enabled to receive alarms 12 Internet Protocols from IP equipment 13 Extensive and easy to use reporting facility which will include all TSA reporting Management Reporting requirements (including accreditation), which can be exported to programs such as MS Word, Excel etc

13 No Category Description Compliant Y/N Comments It must be possible to separate voice calls, auto test calls, support workers going on/off duty and door entry calls It must be possible for reports to be produced by corporate customer, by scheme, by group of dispersed alarms, by operator, by equality strands i.e. ethnicity, sexual orientation etc by call type and by date parameters KPI reports to meet TSA requirements Overdue periodic call / test calls Birthdays Failed call report Scheme activity reports The system must generate no calls testing and check visit reports Managers must be able to specify their own reports

14 No Category Description Compliant Y/N Comments Mail merge facility has the functionality for mail shots to be sent out to pre-selected groups of service users via email or hard copy, saving many hours of administration time. This activity is automatically recorded in the service user’s Correspondence Tab, providing a full history of communication with the service user A suite of standard pre- defined reports are provided, which include those required for the TSA Code Of Practice KPIs, helping managers to measure the centre’s daily performance or identify areas that may require further attention All reports can be exported into a variety of formats e.g. Excel, MSWord, XML, PDF, CSV, Web archive and html An embedded ability to design bespoke reports for Council use

15 No Category Description Compliant Y/N Comments Incorporate a GPS location facility The system will allow vulnerable service users to be monitored whilst they are out and about in the community. In the event of an emergency and when using an appropriate device, it will be possible to locate the service user within 10 14 GPS metres of their current location. This should allows geo- fencing, whereby if a vulnerable service user wanders out of a predefined safety zone, the centre is automatically alerted. Geo fence (Safe Zone) alerts will be notified via inbound SMS Text messages

15 Platform, hardware & Future proofed platform software which will keep pace with predicted market developments over the next 4 years

16 No Category Description Compliant Y/N Comments Well established software version with minimum amount of bugs/faults Remotely hosted, accessible by login and password with different access levels Compliant with Thurrock Council technical requirements (Appendix B) 24 hour Helpline for system failures and faults with agreed and prioritised 16 Helpline response times. This will also be required to provide immediate technical support to officers ‘in the field’ User controlled colour coding to differentiate 17 Calls Display between type of call and type of customer Bespoke reassurance 18 Reassurance Message message for each incoming line Where a message has a certain validity time, it must be possible for it to be displayed only for that time, 19 Message validity but equally it must be possible to reference old messages for audit purposes

17 No Category Description Compliant Y/N Comments It is desirable to set each operator a skill set that allows only calls matching to that skill set to be offered to them. This must be easily changed by managers, as 20 Skill set the main use will be in training. It is also desirable to route certain calls to certain operators when on duty, for example where a second language is spoken. All calls concerning an event should be easily linked, to prevent lots of call history 21 Linked events records being searched to identify a timeline. And to report on outcomes

18 No Category Description Compliant Y/N Comments This integrated module captures all of the required referral and assessment information. Tracking the referral at each stage of the process up to Integrated Referrals and and including allocating the 22 Assessment stock and arranging the installation. Every aspect of the process can be reported on, for example how many installations took place in the past week or the average time between referral and assessment. Provision for details of stock installation and removal to Integrated Installation 23 be easily input and Management accessed – including staff and stock availability. 24 Integrated Stock Control Fully integrated Stock Control System providing flexible stock management capbilities for both local and remote operations Stock records to include warranty periods, full stock item history and stock notes fields for battery replacement, servicing staes etc.

19 No Category Description Compliant Y/N Comments Caters for stock with and without serial numbers. Allows batch entry Supports barcode readers Reporting facility on type of equipment, availability an age Full audit trail capability Ability to over-ride standard 25 Sensor Protocols protocols with bespoke protocol Drop downs or spelling Medical Information/ prompts for common 26 dictionary illnesses and terms and links to simple descriptions 27 Report Scheduler To produce specified reports regularly with the potential for these to be issued automatically by e mail if they pass defined parameters, or to be sent to manager if they fail (to enable exception reporting Extensive set of pre-defined reports

20 No Category Description Compliant Y/N Comments Bespoke reporting via the searching/filtering engine that is provided in the client application. This mechanism allows the build-up of intelligent queries on data fields held in the system, this powerful feature allows the operator to report on any aspect of their service user’s database and these “bespoke Reports” can then be saved for future use. All reports can be exported into a variety of formats including Excel, MSWord, XML, PDF, CVS CSV, Web archive and html Scheduled reports module that allows users to subscribe to reports which are required on a regular basis to be scheduled for automatically generated and delivered via SMTP email Data input via PC with data card should allow electronic 28 Signature recording pen signature to be saved to contract forms and other records 29 Video System can view IP video

21 No Category Description Compliant Y/N Comments System permits video 30 Video conferencing conferencing to be viewed System permits use of stock 31 Partner Stock Control control function by partners. System can receive alarm 32 Telephony Protocols calls via all major telecoms networks Ability to use dashboard to provide real time 33 Wallboards management information against pre-defined KPIs Integrated to customer records to customers, responders and mobile staff In order to work in the most effective and efficient way, Integrate, text and email emails will be sent directly to 34 messages the service user and their contacts from the Service User Record and then recorded directly into the service user’s Correspondence Tab

22 No Category Description Compliant Y/N Comments For alarm staff working from home (with voice encryption); for staff/ workers with laptops updating records; for approved staff of other organisations for updating or checking only their records. The system must not rely on data being saved on remote 35 Secure internet access PCs or Laptops The system can be used by a wide variety of personnel, with carefully managed and secure User Profiles, for example Senior Management, Health and Social Services. This secure access offers improved partnership working opportunities To auto check system operating for incoming alarm lines and for key sheltered 36 Line/Test Monitoring housing lines and to determine times on or off site

23 No Category Description Compliant Y/N Comments Remote access will be required for staff to be able to work from locations remote to the main office and therefore have access 37 Remote Working to the software by webhosting of system, storage of system simultaneously on multiple servers or by other means