Telecare and Out of Hours Call Monitoring Services

Telecare and Out of Hours Call Monitoring Services

Wrexham County Borough Council is seeking to appoint a provider of Telecare Services for their county wide service and an ‘Out of Hours’ call monitoring service for a number of Council departments.

UK-Wrexham: Emergency telephones

2013/S 016-023231

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Wrexham County Borough Council
Health, Social Care and Well-Being Partnership, Lambpit Street Offices
For the attention of: Kay Board
LL11 1AR Wrexham
Telephone: +44 1978297034

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

Regional or local authority
I.3)Main activity

General public services
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1.1)Title attributed to the contract by the contracting authority:

Provision of Telecare and Out of Hours Call Monitoring Services
II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 24: Education and vocational education services
Main site or location of works, place of delivery or of performance: Wrexham, UK.
NUTS code UKL23

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)

Wrexham County Borough Council is seeking to appoint a provider of Telecare Services for their county wide service and an ‘Out of Hours’ call monitoring service for a number of Council departments. The service is currently delivered by an external delivery partner and the current contract is due for renewal from 1.12.2013.
Telecare Service:
The key aim of the Telecare service is to support individuals, through the use of technology, to enhance their safety, health and quality of life and enable to live as independently as possible. The Telecare Service is a flexible customer focused service of the highest quality and value, supporting customer choice and individual need. The successful organisation shall ensure the delivery of a quality Telecare Service, working consistently to agreed standards and timescales. The service includes receiving referrals, service user profiling, installation, removal, maintenance and repair of equipment, stock management, and call monitoring.
We are seeking to work in partnership with an organisation that is innovative and creative in finding solutions to meet our Service Users’ needs by utilising a wide range of Telecare technologies. The Telecare service is demand led and it is essential that the organisation is able to work with a flexible and responsive approach to deliver a bespoke service.
Telecare packages are offered on two levels:
A Basic Package to anyone who is vulnerable and would benefit from the service. It includes an alarm unit, personal trigger, smoke detector, heat extremes detector, inactivity monitor and a bogus caller button.
Enhanced Packages are assessed through health or social care assessment and include a broad range of Telecare equipment to meet a higher level of need. Packages are highly individualised in some cases, including bespoke Individual protocols to enable effective Telecare provision to service users with complex needs.
A key safe is installed as part of all Telecare packages to enable access in the event of a Telecare activation requiring on site response. Wrexham County Borough Council have a Mobile Response Service which is delivered by an in-house team (not included in this tender) and the Telecare provider will work closely with this team to deliver a seamless service.
Currently Wrexham County Borough Council provides a Telecare service to 3 500+ service users with approx 3 000 basic packages and approx 500 enhanced The service is growing and it is expected that these numbers will increase year on year.
Estimated installation numbers are:
200 enhanced packages,
500 basic packages,
100 upgrades from basic to enhanced,
Out of Hours (Non-Telecare) call monitoring.
The Service Provider will monitor calls for various Council Departments/Services outside of standard opening hours.
These calls may be received for any department including Housing Repairs, Drainage, Highways.
Call volume approximately 6 000 per annum.
In addition to general out of hours call handling there a number of specific non Telecare elements within the contract:
EDT: The Service Provider will act as the backup call handler for the North East Wales Emergency Duty Team (NEWEDT). NEWEDT handles emergency out of hours calls for Social Care Services in Wrexham, Flintshire and Denbighshire. Call volume approximately 1 500 per annum.
Emergency planning: The Service provider will act as the primary initial contact for the Council in the event of a major out of hours emergency. Emergencies by their nature are low probability which cannot be predicted. The service Provider must therefore ensure that it has sufficient capacity to provide flexible support to the Council’s Emergency Management and Response Team (EMRT) in the event of a major emergency.
Carers Card: This service is run by the Wrexham Carers Information Service and provides a ‘Carers Card’ to informal Carers (e.g. family or friend) to enable alternative care to be arranged in the event of an emergency affecting the carer. The service provider will hold carer card details and individual protocols facilitate an appropriate response. Approximately 700 Carers currently use this service.
Key Safe Code Management: In addition to key safe details held for Telecare Service users, the service provider will hold secure records of key safes and codes for those fitted to properties where a Telecare package is not in place. These are primarily provided for domiciliary care provision. The service provider will work with the Council to implement a procedure for sharing Key safe codes with authorised domiciliary care providers and other authorised services/ personnel.
Lone Worker Monitoring: The Service provider will work with the Council to ensure that appropriate arrangements are in place for lone worker monitoring
Community Benefits do not apply to this contract.
II.1.6)Common procurement vocabulary (CPV)

32552120, 71700000, 79711000, 79512000

II.1.7)Information about Government Procurement Agreement (GPA)

This contract is divided into lots: no
II.1.9)Information about variants
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
II.2.2)Information about options
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
III.2.2)Economic and financial ability
III.2.3)Technical capacity
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
III.3.2)Staff responsible for the execution of the service

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure

IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:

IV.3.2)Previous publication(s) concerning the same contract

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
IV.3.4)Time limit for receipt of tenders or requests to participate

27.2.2013 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence
VI.2)Information about European Union funds
VI.3)Additional information

In the first instance should you be interested in this contract opportunity you should email with the subject ‘PQQ Request’. It is essential that the email has the subject field completed, emails without this are not delivered. Upon receipt of expression of interest full pre-qualification documentation will be issued.

When returning the PQQ two bound copies of your response are required, these should be returned to the address detailed below. One electronic copy is also required and should be emailed to

Kay Board
Wrexham County Borough Council
Health, Social Care & Well-Being Partnership,
Lambpit Street Offices
LL11 1AR
Completed pre-qualification questionnaires must reach the Authority by 12 noon on the 27 February 2013 in accordance with the instructions given.
Any pre qualification questionnaire received after this date and time will not be considered unless there is evidence that it was posted or dispatched early enough to be received in due time by the normal course of post or dispatch AND it is received before the other tenders have been opened.
Buy4Wales Reference Number: 33493

VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: The Contracting Authority will incorporate a minimum of 10 calendar day standstill period at the point that an award decision notice is communicated to tenderers. The award decision notice will specify the criteria for the award of the contract, the reasons for the decision, including when the standstill period is expected to end or the date before which the Contracting Authority will not conclude the contract. If an appeal regarding the award of a contract has not been successfully resolved, the Public Contracts (Amendment) Regulations 2009 provide for aggrieved parties who have been harmed or at risk of a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be brought promptly (generally within 3 months). The Court may order the setting aside of the award decision or may order the Contracting Authority to amend any document and may award damages. If the Contract has been entered into the Court may make a declaration of ineffectiveness or may order that the duration of any relevant specific contract be shortened and additionally may award damages. The time limit for seeking such a declaration is generally 6 months (and 30 days in certain circumstances).
VI.4.3)Service from which information about the lodging of appeals may be obtained
VI.5)Date of dispatch of this notice: