Call Handling and Management for Fire, Civil Protection and Local Police Services

Summary

The City of Málaga is procuring round-the-clock call handling and management for its municipal emergency centre, covering requests for fire and rescue, local police and civil protection services. The service includes calls made to 080 and 092 and calls transferred from the 112 emergency number, as well as other communication channels approved by the city, such as email, apps and social media. Tasks include classifying and recording requests, passing information to responders, supporting the coordination of emergency resources, preparing reports and providing administrative support for fire-prevention services. The contractor must maintain uninterrupted coverage every day of the year: at least six call-handling terminals and one coordination terminal from 07:00 to 23:00, and at least five call-handling terminals and one coordination terminal from 23:00 to 07:00. Additional staff must be provided when needed; the estimated reinforcement requirement is 600 hours per year, and requested reinforcement staff must be available within two hours. The workforce includes call handlers, a continuously covered coordinator, a service manager and an auxiliary-services worker. Coordinators must have at least one year of experience handling 080, 092 and 112 calls. Staff are subject to language, typing, initial training and continuing-training requirements. The contract is not divided into lots. Award evaluation covers price, additional reinforcement hours and improvements to staff remuneration. The expected term is one year, with an option to extend for a further year. The budget is €1,474,585.23 excluding VAT and €1,784,248.13 including VAT; the estimated value, including the possible extension and modifications, is €3,539,004.55.