CC-3909 - Ireland - Out of Hours Call Answering Service - Deadline October 27,2026

(1) Vendor needs to provide out of hours call answering service. • Provision of a reliable, secure and responsive out–of hours call answering service.• Service will support the Council outside normal office hours, including Public Holiday’s, the Christmas period, during emergency, severe weather and other exceptional events.• The standard out–of–hours service will operate from 5.00 p.m. to 9.00 a.m. Monday to Thursday and from 4.30 p.m. on Friday until 9.00 a.m. on the following Monday• Provision of a Community Call or similar public helpline during exceptional circumstances, including pandemics or major emergency events, where requested by the Contracting Authority.• A 24/7 management and technical escalation contact must be available in the event of a Council telephony failure, severe weather event or major emergency• At least 95% of calls must be answered within 20 seconds, measured over the reporting period agreed in the Service Level Agreement.