Paragraph 1.2
The dedicated service number is already in use. This is a toll-free number or more commonly known as free call, free phone or 0800 number that is a specialist telephone number in that the called party is charged for the cost of the calls.
The customer when using this number is greeted by the following welcome message: Welcome to Reliance, please note all calls are recorded:
For Service Desk Queries and Request Press 1
If you are returning a call in relation to Red alert press 2
Paragraph 1.10
Reliance High-Tech already uses a variety of management tools and techniques to ensure that there are sufficient Service Desk Personnel to meet the Service Levels of the current Framework Agreement. These tools will be utilised for the new Framework Agreement and the associated Service Levels as described within Schedule 3.10.
Planning, coordination and strategic resource calculation tools are then used to determine the actual number of personnel required to meet the required service levels (as outlined in Schedule 3.10) ensuring that the correct resource is in place for any projected period of service activity.
At a tactical level, the Service Desk Manager will oversee performance and resource levels through the analysis of call volumes and administrative activity in real time which will then be followed up by an analysis of service through automated reporting and schedules produced by the system. Service Desk Operator availability will be maintained at appropriate levels to meet the service levels as defined in Schedule 3.10 through a constant review of service against these levels by the Service Desk Manager.
Additionally, to ensure that the Service Levels as described in Schedule 3.10 will always be met, the Service Desk is co-located with ARC alarm handlers. The alarm handlers are and will continue to be cross trained in service desk activities, and will ensure that additional resource is available to support the Service Desk should there be a peak in activity levels at any given time.
Paragraph 1.13
All Service Desk personnel complete a comprehensive induction course to give them a full understanding of the National Health Service (NHS), its requirements with regards to Lone Worker protection to ensure service excellence.
The induction course includes:
Key departments and roles of the NHS. History, Scale, Structure.
Structure Primary and Secondary Care. NHS Security Management Services.
Outline of NHS working conditions and service needs.
Induction training is a mixture of lessons, lectures, presentations, Q&A, quizzes and exercises. Training confirmation is demonstrated by exercise and scenario based activity to confirm full understanding. For example for a DRA; operators should demonstrate: “An effective assessment of a situation from a personal safety perspective. As the situation escalates the Operator can continuously assess the circumstance and adjust his/her response to a changing risk profile.”
Operator Training Records are maintained through regular checks. These records are audited annually by external inspectorates against the following standards: BSI (ISO27001).
SSAIB ( BS 8484 BS 5979 BS 7858 / QMS ISO 9001:2008).
Any training whether internal or external is recorded on the employees individual training record. This record will include course taken, date undertaken, length of course, internal or external provider and if course has been accredited. It is the responsibility of the management team to ensure that all records are maintained and kept current.
Reliance High-Tech training policy outlines the training objectives that need to be maintained including: Induction training.
Role specific training. Refresher training. Performance monitoring. Training workshops.
Annual refresher training is conducted in accordance with contract and service needs including any development needs as identified through monthly reviews. This process ensures continuous improvement through assessment of all service desk personnel.
The Training Policy is available to any external auditor to demonstrate compliance and document the training process within Reliance High-Tech for Lone Worker.
Paragraph 1.15
Reliance High-Tech already has a Service Maintenance Team (SMT) in place and will continue to keep this team in place. The team is responsible for all processes relating to the management and support of the lone worker devices.
The process for all customer incidents and requests is as followed:
i. The Service Desk / ARC personnel will give the request a reference number (incident number) generated by the CRM system to enable the progress of the request to be tracked by the Service Desk or Customer.
ii. The Service Desk Shall assign the incident to the Service Maintenance Team who shall then pick this up from their work queue and contact the user. iii. The SMT shall identify the type of incident/request from the incident category and subcategory sections.
iv. Once the incident has been completed the user /customer will receive notification via e-mail to confirm that it has been completed, including details of the actions taken. The SMT are responsible for the following back office processes:
Receipt and shipping of goods Stock management
Network management Courier Charges
The SMT and IT Support Helpdesk opening hours is available 6am to 8pm Monday to Friday, excluding weekends and Bank Holidays.
Paragraph 1.18
Every month we will survey in excess of 1% of our Lone Worker Users; we do this via numerous communication channels as below. Telephone - automated system (prompted electronically when contacting the Service Desk).
Web portal and e-mail (prompted every time as task is completed within our TOPdesk portal). Post / letter (sent by freepost return envelope).
All survey information is stored. The information will be made available at any time and upon request from the Authority. This information will be produced and documented each month for the Monthly Governance Management Information meeting with the Authority. Three months rolling data will be shown enabling us to identify any necessary corrective action. Questions shall be reviewed and changed should response rates drop. Revised questions will only be implemented once agreed and tested by the Authority. On a quarterly basis select and contact 25% of Users with a detailed survey. The responses are collated and categorised into core areas.
Each sub category will enable the User to leave feedback by the means of: A quote.
A genuine experience.
Recommended improvements.
Results are reviewed to enable us to respond to our Users / Customers and to demonstrate that we have listened and registered comments in relation to all aspects of the service such as training and the device. Where Users have deemed it acceptable to be contacted our Account Team will ensure this is followed up and will respond to 10% of Users applicable to their geographical area.
The same process as described above will be followed for all of our customers on a bi-annual basis where 50% of all registered Users are surveyed with a targeted response rate of 25%.
Paragraph1.22e
Cancellation/termination or suspension requests for Software Applications are logged by the Authorised Customer Representative (ACR) directly with their Regional Account Manager (RAM). Suspensions:
Paragraph 1.25 Customers will telephone, e-mail, fax or write to the Service Desk or log a complaint via the web portal. All complaints are acknowledged by e-mail within 2 working hours of receipt with details of the resolution