Bay of Plenty councils outsource after-hour calls

Bay of Plenty councils outsource after-hour calls

The Bay of Plenty Local Authority Shared Services (BOPLASS) is looking for one vendor to manage its after hours phone calls.

According to request for tender documents released this week after hours calls used to be handled by separate councils. The councils taking part are Tauranga, Rotorua, Whakatane, Taupo, Western Bay of Plenty and Environment Bay of Plenty.

BOPLASS expects that having one vendor will provide consistent service across the region, without losing the individual identity of the participating councils.

During normal work hours calls are managed by the councils’ call centre staff, located onsite. Outside of these hours it is expected that the customer’s enquiry will either be answered by the after hours provider, logged into the council’s service request system for action the next business day, or passed to a third party contractor who will be able to respond to the call.

The vendor is expected to provide a seamless service to the customer, so there is no difference between business and after-hours service.

The deadline for replies is Friday, April 17. More details are available on the Government Electronic Tenders website under ICCNZ reference 25479.

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