Inbound Emergency Response Service, the Agency is required to respond to and manage these notifications at any time these workplace incidents are notified as required under the legislation.

Project goals

There is a legislative requirement for a Person Conducting a Business or Undertaking (PCBU) to notify workplace incidents as defined in the relevant legislation. As such the Agency is required to respond to and manage these notifications at any time these workplace incidents are notified as required under the legislation. This project is to obtain an Inbound Emergency Response Service for SafeWork NSW, the Services to be provided by the Contractor are contact centre services in support of the Agency’s inbound emergency response service. For additional information please refer to Statement of Requirement in Tender documents.

Scope

The Contractor will be required to answer the over flow of calls received by the emergency response service during business hours 8:30 am – 5:00pm Monday to Friday (excluding public holidays). The Contractor will also be required to answer all calls received by the emergency response service outside of the normal business hours, including weekends and NSW public holidays. The Contractor will be required to answer these calls and collect core information from the caller about the notified event. This may include referral of some matters to the relevant Agency contact upon conclusion of the call. For additional information please refer to Statement of Requirement in Tender documents

Related files

• SAFE2616 RFT Part A - Tender Conditions.pdf (540 KB)
• SAFE2616 RFT Part B - Returnable Schedules.docx (123 KB)
• SAFE2616 RFT Attachment 1 - Statement of Requirements.pdf (172 KB)
• SAFE2616 RFT Attachment 2 - Pricing-Template.xlsx (43 KB)
• SAFE2616 RFT Attachment 3 - Terms and Conditions of Contract.pdf (473 KB)
• SAFE2616 - Addendum 1.pdf (99 KB)
• SAFE2616 - Addendum 2.pdf (108 KB)
• SAFE2616 - Addendum 3.pdf (109 KB)
• NSW Inbound Emergency Response Service - Clarification Questions (SAFE2616 - Addendum 3).xlsx (31 KB)
• Current pathway_Redacted (SAFE2616 - Addendum 3).pdf (1060 KB)
• SAFE2616 - Addendum 4.pdf (92 KB)

Mandatory requirements

There are no mandatory requirements for this opportunity.

Opportunity requirements

1. Mandatory Criteria

•Compliance with applicable NSW Procurement Policies

•Compliance with applicable legislation and standards

•Experience in call centre operations and functions

•Evidence of information security and the management of sensitive information.

Response type

Checkbox (Agree)

Evaluation

Assessment Criteria

General assessment criteria that was used to evaluate this opportunity

• Capability
• Methodology
• Organisational capacity
• Sustainability
• Financial capacity