Resilience Planning Services Ltd

Support Desk & Out Of Office Hours Support

Digital delivery for management of a ticketing, telephony & on-line chat support desk functionality.Includes an out of office hours telephone support on behalf of ResilienceDirect & equivalent services. ITIL compliant. Working alongside LRFs and Partnerships to provide Situational Awareness with multiple stakeholders through collaboration and being receptive to users needs.

Features

• ResilienceDirect Collaborate, Mapping & equivalent management and support
• Automated ticket management and tracking system. ITIL compliant
• Advanced analytical reporting tool including historical knowledge database
• Quick Implementation and support (excluding IT Technical management of platform)
• Provide emergency contact telephone, support for On Call colleagues
• Operational, tactical, strategic, bronze, silver, gold command & control experience
• ResilienceDirect training to all multi agency groups and forums
• Telephony & on-line chat functionality option to assist with queries
• Analytical triage reporting for known issues
• Guaranteed maximum response times for on call and email enquiries

Benefits

• Extensive shared situational awareness across multi stakeholders
• Subject matter experts with vast operational experience effecting coordinated appropach
• Effective, efficient delivery including problem solving, promotion of best practice
• Direct contact with on call staff 24/7/365 from experienced staff
• Significantly reduces business risk, reduces costs & loss of access
• Increased ResilienceDirect & equivalent User community satisfaction
• Informed, skilled staff better able to troubleshoot and assist users
• Better analysis of user base feedback to capture effective enhancements
• Value for money from a dedicated team, all SC cleared
• Timely response times 24/7/365 & receptive to users needs

£27,500 to £28,000 a unit a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at dominique.casson@resilienceplanningservices.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

690678690835526

Contact

Dominique Casson
07734649800
dominique.casson@resilienceplanningservices.co.uk

Planning

• Planning service: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Provides rapid access to qualified, flexible resources in order to manage a support desk function comprising of email, telephony & on-line chat enquiries with exactly the right type of skilled, experienced & knowledgeable resources. Provides a Single Point of Access to meet the communication needs of users and buyer during emergency situations including out of office hours.; ; We provide a service which contributes to the coordination of issues identified by platform users, third party suppliers or telemetry. ; Out of office hours function fully supports ResilienceDirect Collaborate and Mapping and incorporates a information management system. ; ; Our service includes an out of office hours on-call emergency telephone number, providing guidance, advice and remote support when managing an emergency incident. Ability to create live responses and assist with multi-agency response alert and notifications including managing urgent Support Desk email enquiries out of normal office hours. ; ; All IT technical support to be managed between Support Desk and buyer. Timely access to additional resources when required.; Our service allows buyer to focus on their user community and their needs with detailed analytical reporting structures and weekly reports. This improves communication and provides clear understanding of data provided by the User community.

Service scope

• Service constraints: The only constraint that the buyers need to be aware of is that of internet access or loss of power as the support desk and out of hours support functionality relies on internet access and electricity. However, business continuity plans are in place to overcome both of these issues including additional broadband lines, satellite communications and multi location functionality.; ; There are no other constraints on the buyers.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email ticket response times range from immediately to a maximum time of 24hrs. Traditionally, all tickets are answered within 60 minutes.; ; Weekend email ticketing support is managed 3 times per day. Morning, lunchtime and evening times. Within these times, key priority tickets on the Support Desk will be answered.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: The web chat functionality that can be provided has been tested with a number of colleagues within the work environment to empower potential staff. Considerations for any reasonable adjustments that may be required in the future have been discussed and can be implemented when necessary. Discussions have covered a range of reasonable adjustments and technologies from wheelchairs and walking sticks to environmental controls which enable potential staff to operate computers and work within an office/home environment in a safe and comfortable manner.
• Support levels: Email Support Desk service provides experienced and dedicated operators up to senior level to cover email enquiries between the hours of 07:00hrs - 19:00hrs Monday to Friday.; ; Telephony Support also provides another alternative to contacting the support desk and are managed by dedicated experienced support desk operators from Monday - Friday between the hours of 09:00hrs and 17:00hrs. ; ; Included in this support level is all training, both on line and on site training requested by LRF's and other partner agencies to support the online application for ResilienceDirect.; ; We also include a complete out of office hours support service to assist with national, regional and local emergencies supplying an emergency contact telephone number and experienced and highly qualified staff to assist with any emergencies on a 24/7 basis.; ; The above support desk services which include a ticketing service to manage email enquiries, a telephony service to manage verbal user enquiries, a complete out of office hours emergency support service including an emergency contact telephone number and experienced and highly qualified staff to assist with any emergencies on a 24/7 basis are included in a single monthly cost of £25,000 per month.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Supporting the health and well-being of our staff is crucial for fostering a positive and productive work environment. We provide staff with a comprehensive health and safety training to ensure they are aware of potential risks and preventive measures. We promote mental health awareness and ensure staff take regular breaks and can discuss any concerns at any time. We allow for flexible work schedules to accommodate individual needs which promotes a healthier work-life balance. We conduct regular check-ins with our staff to discuss their workload, challenges they see and overall well-being. We foster a sense of community and family workforce ethos both in person and virtually. We readily acknowledge and appreciate the contributions that our staff make to create a positive work culture and welcome feedback from our staff on their working environment, conditions and suggestions for improvements. We strive to act on this feedback encompassing all our staff so they continually feel valued and appreciated.

Pricing

• Price: £27,500 to £28,000 a unit a month
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at dominique.casson@resilienceplanningservices.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.