Emergency Rescue Service (rescue - 1122)

Transcript

DIRECTORATE GENERAL OF EMERGENCY RESCUE SERVICE (RESCUE - 1122), GOVERNMENT OF KHYBER PAKHTUNKHWA Estimate Cost_____________ Earnest Money 2 % Time Limit: As Per Work Order. B.O.Q Name of Work: CALL MONITORING & RECORDING SYSTEM FOR DISTRICT NOWSHEHRA. S.No Description CERTIFICATION OF COMPANY 1. Company should have experience of deploying at least three such successful projects 2. The company should not be black listed by any Government Deptt: 3. Company should have proper team for development 4. Company should be listed as software firm with Pakistan software board. 5. Minimum three years call center set up experience Unit Job Qty 01 Rate Amount TECHNICAL REQUIREMENT 1. Software should be comprising of the following modules Core Server Module 1. Voice recording 2. Calls must be recorded and software should have capability to track and play any of these saved calls 3. Live calls screening. Any call from the defined disturbing numbers will be automatically dropped at the switch rather than arriving at agents extension 4. Call should be dropped as soon as agent hangs up & recording should also be stopped 5. Equal distribution of calls to all agent 6. Agent should not have rights to terminate the recording on this computer 7. Server should alarm / high light above threshold time limit calls 8. Easy integration into any existing voice and data network 9. Compatible to the service system 1. 2. 3. 4. 5. 6. Agent Module Automatic number identification ANI Call Recording Calls transfers Caller line ID (CLID) Voice Recording Calls must be recorded and system should have capability to track & play any of these saved calls LIVE CALLS SCREENING. ANY CALL FROM THE DEFINED DISTURBING NUMBER WILL BE AUTOMATICALLY DROPPED AT THE SWITCH RATHER THAN ARRIVING AT AGENT EXTENSION 1. Calls should be dropped as soon as agent hangs up and recording should also be stopped 2. A comprehensive MIC for agent performance monitoring and detail 1 3. 4. 5. 6. 7. reporting. Making call type at the end of each call by the agents (defined by agent) Equal distribution of calls to all agents Agent should not have right to terminate the recording on this computer Server should alarm/high light above threshold time limit calls History of line status along with dur should be available. FEATURES MANAGEMENT / REPORTING MODULE 1. Tracking agents performance 2. Monitoring agent performance 3. Supporting superior ability to monitor all the activities 4. Easy integration onto any existing voice and data network 5. Real time statistics preventing perfor mince & service level on call by call basis 6. Supervisor should be able to listen to any running call from server and can interrupt 7. On screen view of on going operation. 8. Alarm signaling of call on each agent workstation 9. If primary server is down then back up server should be up automatically 10. If both server/other supporting device are down then calls must be switched directly to the agent. Dispatch Module 1. Ability to handle multiple forms 2. Distinguishing forms by color for new, acknowledged in progress emergencies 3. Logging of appearing, acknowledgement, announcement and completion times. 4. Selection of available vehicle to dispatch 5. Logging of response time for each vehicle 6. Input of longitude & latitude for each acknowledged emergency 7. Ability to record emergencies DATA LOGGING MODULE 1. Emergency detail 2. Victim detail 3. Treatment details as per emergency form 4. Hospital details as per emergency form SOFTWARE REQUIREMENT 1. Installation of selected equipment and soft ware 2. All required instructions and training 3. Documentation of hardware and software installation in both electronic and paper format 4. The control system must be fault tolerant. 5. System must be easily upgradeable without disturbing normal operation HARD WARE REQUIREMENT 1. Plug & play interface 2. Compatible to service system 3. Compatible hand phone 2 (Telephone sets) atleast 01 line LCD display for caller ID 4. Compatible Head Gears option REPORTING 1. The module should be flexible enough so that on could easily incorporate the required mutations into it to produce the customize report 2. Web reporting 3. Agent statistics / efficiency 4. Historical Data 5. Number of calls handled 6. Real-time data 7. Agent talk time report 8. Daily call analysis report 9. Station wise emergency reports 10. Reports based on telephone numbers 11. Daily emergency wise report 12. Call summaries etc. Provincial Monitoring Cell 1. Software should be able to replicate data & call recording of all districts control rooms to PMC & following centralized report are required to be generated at PMC a. Consolidated emergencies report b. Consolidated call reports c. District vise emergencies report d. District vise call reports e. District vise consolidated response time report f. Consolidated age group vise emergency report g. Agents efficiency report h. Consolidated WO efficiency report i. Search sorting option with custized reporting 2. On-demand customize reports MAINTENANCE & SERVICE 1. The set up should have comprehensive free warranty period covering all elements of hardware and software for at least 01 year 24/7 around the year & separate quote annual service 2. Clearly mention the life span of the proposed equipment the standing of the hardware manufacturer and the future of the product for at least 3 yrs; 3. The maintenance agreement for the said solution should be based on local curreny payments 4. The said agreement should also define the service standard to be maintained for the same with turn around time 5. Cleary mention the local support, availability, the escalation process, the personnel and the support limitation of the main office/source code operator OWNERSHIP STATUS The vendor will transfer the ownership rights to Khyber Pukhtoon khawa emergency services with al the relevant pass words and software provided on backup CD/DVD Total Rs. Note: For any doubts / clarification the Procurement Officer Rescue 1122 shall be contacted. Procurement Officer Rescue 1122 Authorized Dealer/Supplier Stamp & Signature 3 Director Operation Emergency Rescue Services (Rescue 1122) Govt: Khyber Pakhtunkhwa 4