Sydney Trains & NSW Trains / Safety Injury Incident Hotline - WS1530118982

Sydney Trains is inviting proposals from qualified suppliers to provide a Safety Injury Incident Hotline Service which consists of the following elements: 

• Capture and communicate information regarding incidents that do not affect the railway network, 

• Capture the details of injuries sustained by employees and contractors and notify the relevant managers and support staff (eg. Workers Compensation Services, Return to Work Team, HR Support staff, Line Managers, Safety Professionals), and 

• Report on Hotline services provided, performance against agreed KPI’s and data collected from callers.  

NSW Regions: Inner West, South East Sydney, South West Sydney

Open Tenders - An invitation to tender by public advertisement with no restriction placed on who may tender. Tenderers will normally be required to demonstrate in their tender that they have the necessary skills, resources, experience, financial capacity, and in some cases licences, accreditations, etc., to fulfil the tender requirements.

The services to be provided by the Contractor under this contact shall comprise of the provision of all labour, supervision, technology to support inbound and outbound calls, call monitoring, business provisioning services as specified herein or as otherwise required for such Hotline service to be provided to the satisfaction and  standards accepted by Sydney Trains.

At a high level, the scope of works includes the following:  

1.     Receiving incoming calls to the Safety Incident & Injury Hotline (1800 772 779);

2.     Provision of information to callers through an IVR in accordance with the Script provided by Sydney Trains;

3.     Collection and input of information provided by callers into a database maintained as part of the services;

4.     Transfer of callers to the Sydney Trains Rail Management Centre or other support service providers in accordance with the Scripts;

5.     Send SMS notifications in accordance with the Scripts;

6.   Send email notifications in accordance with the Scripts;

7.     Report on the frequency of services provided, service performance against agreed KPI’s and and all incident related data collected from callers; and

8.     Desirable - Transfer or direct entry of all incident and injury related data collected to Sydney Trains SAP based Safety, Health & Environment Management (SHEM) system.

In order to gain access to the Request for Tender documents, Tenderers are required to register their interest by sending an email: TSS.Bidder@transport.nsw.gov.au and include the following: 

1) Tender No and Title, 2) RFT ID, 3) Organisation Name, 4) ACN/ABN, 5) Contact Name, 6) Organisation/contact postal address, 7) Contact email address (preferably an email address with the contact person's name), 8) Contact phone number  

To gain access to the tender documents in Ariba over the internet once access is provided, please ensure that you are using PC with web browser: • Google Chrome 54+ (64 –bit) • Microsoft Internet Explorer 7-11(32-bit) • Mozilla Firefox 24 or 27(ESR) • Safari 9+ (64-bit) • Microsoft Edge (32-bit) 

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