8.2.10  Helpdesk Proposals

The Contractor should set out their Helpdesk proposals.  This should include for the following services during Core Service Hours (or such other duration as stated):

a)  the reporting of repairs/faults, including emergencies ([the maximum tariff chargeable to callers should be a local call rate]47) (not a recording/automated message taking service).  This facility should be available on a 24-hour 365/366 day per year basis;

b)  Dealing with any tenancy or leaseholder management matters;

c)  Offering of appointments for all non-emergency services (repairs and housing management);

d)  All queries and requests relating to the service;

e)  The notification of complaints relating to the service; and

f)  The issue of instructions and notices by the Authority and the Contractor in relation to the contract.

Each report to the helpdesk (howsoever made) will be allocated a unique call reference, and the following details will be taken:

g)  Time and date of call;

h)  Identity of the caller;

i)  Location of the fault (as appropriate);

j)  Information received; and

k)  Action taken, including appointments made.

No information will be altered once logged on the helpdesk.  Once information has been logged, the Contractor will ensure that entries are not amended unless there is a system in place to identify:

l)  The exact nature and reason for the amendment

m)  The person who authorised the alteration

In addition, the helpdesk will be used as the primary means of performance logging and reporting.  The Contractor will provide a comprehensive management information system, which will facilitate the Authority's management and administration of the service contract. This is to include, but not be limited to, comprehensive reporting of status and progress within each work stream, information on activity, quality management and performance, customer feedback, Helpdesk activity and outcomes. The Authority will have real time access to the helpdesk for monitoring purposes.

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47 Some authorities have extended this to require a freephone arrangement.