Out of Hours

Surveys have shown that most boroughs use relatively costly in-house services to manage their telephone based out of hours (emergency type) contact with the public. At certain times of night, boroughs may have two staff answering fewer than two of three calls per hour. Indeed, there is clear evidence that efficiencies and service standards can be significantly improved via a shared call handling service in London.

The project is currently at the procurement stage for a joint Out of Hours call centre. Whilst maintaining the use of borough contact numbers and local front line service specifications, the selected external provider (borough or private sector) will record calls and ensure that those requiring urgent service provision are passed immediately to local on-call teams. 

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Related Documents:

OOH Short Service Description