Portal de Murcia
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The Governing Board today approved the specifications for the telephone operator service contracts of the Board of Police Local 092 for the next two years.
The main novelty is that from next year, this service will be provided also in English, thus enabling communication between people who do not speak the Castilian, reception, processing and replying to them, application of criteria for the identification and classification; application protocols, response procedures and action plans, operations and statistical registration, coordination with other entities, institutions and systems.
The winning company will make periodic reports on the quality level, by incorporating the average response time, attention, call, call-external, citizen complaints, customer satisfaction, etc.
The service delivery schedule is 24 hours, 365 days a year.
Estimates for the period of 1 February 2011 to February 1, 2012, the number of hours of calls, command and control room 092 will be 35,000, while the hours of technical support and structural estimated in 1776.
The successful bidder must provide the following means:
- Consistency.
The company will be responsible for giving workers the necessary clothing, winter and summer, according to the instructions of the Local Police Directorate of Murcia.
- Office supplies.
The company will also provide all the office equipment requiring workers (stationery, computer consumables, etc..).
The maximum price fixed annual amount of EUR 639,999.97 plus 18% VAT.
The term of the contract shall be two years from the February 1, 2011, shall be subject to annual extensions, if expressly agreed before completion and favorable report from the local police, except that some of termination either with a minimum of two months from the date of maturity, without the total duration of the contract, including its extensions can not exceed four years.
Source: Ayuntamiento de Murcia
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