Support to Safer Workplaces Programme

Concepts

• call centre
• bootle
• covid
• safer workplaces programme
• safer workplaces programme aims
• support hse
• inbound call process
• main priority
• develop mi
• ongoing manage

Location

Description

The Safer Workplaces programme aims to support businesses to work as safely as possible both now for those that are open and in the future as the Government framework for COVID19 develops. The main priority is to deliver safer working guidance to provide the practical steps businesses can take to keep their employees safe. Support the HSE team to set up and operate an enquiry service in response to the Covid-19 outbreak. Please see deliverables sections for further detail on the outcomes to be achieved. Stage A: by Monday 18th May (8:30am - 10pm) • Support HSE to set up an enquiry helpline in response to Covid-19 pandemic • Develop Inbound call process and script • Develop Escalation process • Develop MI, reporting and governance process • Respond to changes in approach and government guidance • Mobilise Call Agents • Monitor volume and complexity of calls • Manage and monitor resource performance and adherence to SLAs • Provision of MI on performance, following agreed timetable • Operate inbound and outbound call handling services from 08:30 to 22:00 Monday to Friday, or as otherwise agreed Stage B: by Monday 8th June (8:30am - 8pm) • Develop outbound call proof of concept • Develop Outbound process (including call failure) and call script • Identify technology requirements • Finalise number of Pods • Plan, hire, onboard Call Agents • Support Outbound Call Agents through relevant checks (e.g. DBS) • Design and roll out outbound training • Agree appropriate mechanisms to enable the secure exchange of data and information • Develop Call Form to document outbound call findings • Consolidate outbound call findings • Agree a schedule of calls which will take into account various factors (Data quality, coverage of industries, coverage of geographical regions and HSE ability to manage resources and referrals) • Operate inbound and outbound call handling services from 08:30 to 20:00 Monday to Friday, or as otherwise agreed • Ongoing manage and monitoring of resource performance and adherence to SLAs • Ongoing provision of MI on performance, following agreed timetable • Refine processes and seek to improve quality and outcomes of call handling activities Stage C: by 31st July (8:30am - 5pm) • Ongoing service for inbound and outbound services • A revised POD size of 3 going down to 2 from the 22nd June • Hours reduced to 8 (5pm close)

Award Detail

CPV Codes

• 79512000 - Call centre

Indicators

• Contract is suitable for SMEs.