Tender Details
Sydney Trains is inviting proposals from qualified suppliers to provide a Safety Injury Incident Hotline Service which consists of the following elements:
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Capture and communicate information regarding incidents that do not affect the railway network,
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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
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Report on Hotline services provided, performance against agreed KPI’s and data collected from callers.
Location
RFT Type
Additional Details / Instructions
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
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