Tenders Are Invited For Call Center – Dispatching Of Emergency Calls And Priority 1 Alarms in Switzerland

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Call Center – Dispatching Of Emergency Calls And Priority 1 Alarms. Energie Service Biel/Bienne (Esb) Wishes To Award A Mandate For An Operational Call Center And Dispatching System, Relating To The Handling Of Incoming Calls Linked To Technical Events, Incidents, Alarms And Potentially Critical Situations Concerning Its Infrastructures And Services. The Service Provider Must Ensure, 24 Hours A Day And 365 Days A Year, The Reception Of Priority 1 Calls And Alarms, Their Qualification, As Well As The Rapid, Reliable And Structured Transmission Of Information To The Relevant Contacts Within Esb, In Accordance With Defined Deadlines And Operational Rules. The Service Requires In Particular: - The Ability To Manage Standard Situations Such As Exceptional Or Crisis Situations (Call Peaks, Major Events), - Professional And Courteous Communication With Callers, - Processing Of Calls In French, German And Swiss-German, - An Organization Guaranteeing Continuity Of Service, Including In The Event Of Overload Or Absences, - Rapid, Clear And Complete Transmission Of Cases To Reference Persons, Accompanied By Complete, Structured And Usable Documentation, - Integration Compatible With Existing Esb Processes And Systems, Without Heavy Specific Developments. Due To The Critical And Systemic Nature Of The Service, The Mandate Also Includes The Requirement For A Transition Phase At The End Of The Contract, In Order To Guarantee A Secure And Orderly Transfer Of The Service To A New Service Provider Or An Internal Solution. This Summary Aims To Enable Interested Service Providers To Assess Their Organizational, Operational And Linguistic Capacities For The Provision Of This Service Before Requesting The Detailed Tender Documents. The Detailed Description Is In Part B.

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