After Hours Call and Dispatch Service 2023

⁠⁠⁠Scope of services

This tender is for after hours call and dispatch services, which utilises a very small field of call representatives. It is suggested that respondents please read Part B - Specification first in order to understand the actual requirements.

Gippsland Water currently operates an after-hours call and dispatch service that provides rapid and reliable responses to Gippsland Waters’ customers for emergency water and sewer issues. During business hours (0800 to 1700 hours), the service is provided by Gippsland Water staff. Gippsland Water requires the service provider to provide this service after hours 5pm – 8am Monday to Friday and 24 hours on weekends and public holidays.

This after hour’s service supports both Gippsland Water customers and customers of two other regional water corporations, via an 1800 emergency phone number. The service is to be provided from a location that is remote from Gippsland Water’s Traralgon site.

The after-hours service utilises Gippsland Waters’ existing electronic systems to record and log all calls made to the emergency phone number and ensure appropriate resolution is fully documented.

The service operates in accordance with Gippsland Waters’ policies and procedures. Specific work instructions detail the process steps to achieve outcomes. The policies and procedures associated with this service are reviewed from time to time as part of a continuous quality improvement process although the core functions remain the same. The service providers’ staff will receive training in the existing electronic system, policies and procedures.

The variety and complexity of events occurring requires after-hours service personnel to deliver a professional, courteous, responsive and high-level service (which may necessitate staff dealing with difficult situations and customers).

This afterhours call and dispatch service provision provides flexibility to Gippsland Water in ensuring emergency response works are recorded, escalated, coordinated and completed to the required standard in a timely manner.

After hours call and dispatch service work is required to be undertaken in accordance with specific response targets as approved by the Essential Services Commission (ESC) level of service obligations and Gippsland Water’s Customer Charter.

NOTE TO TENDERERS: YOU MUST PROVIDE YOUR RETURN AS REQUIRED IN PART D, AND IN ONE CONSOLIDATED PDF FILE IN ACCORDANCE WITH TENDER PART A - CLAUSE 1.6.1. FAILURE TO FOLLOW THIS REQUIREMENT MAY CAUSE YOUR RETURN TO BE INVALID.