SIA 968 - Lone Worker Application for Mobile Devices

The SIA are seeking providers of Lone Worker Applications for mobile devices to support the health, safety and wellbeing of staff who may be required to work alone, and in potentially vulnerable situations, as part of their job. This requirement is for an SIA user community of initially 150 colleagues, anticipated to increase to 200 over the course of the contract - The Mobile Device Application must;

• Be available on iOS, Android or Windows,
• Have an alert function which notifies users emergency contacts and 24/7 monitoring company once triggered,
• Have a journey and meeting planner, which allows users to register journeys, pre-planned meetings/events and their estimated timings,
• Have a welfare / check in feature prompting users to confirm safety at the conclusion of registered journeys, scheduled meetings, etc,
• Have a live / real time GPS tracking facility to confirm user location to monitoring company if alert triggered
• If an alert is activated the user's phone will live stream audio and video from the mobile device's microphone and camera to the monitoring company to enable staff to ascertain the user's situation and the appropriate support required.
• The app should have a panic button feature, whether this be a button, or 'shake' for duress alarm activation
• The system should be compatible with Bluetooth Smart buttons (including V.ALRT) - this can be used for raising an alarm and updating the handset's current location.
• The application should have a solution for use on low data modes, or compatible for use in on GPRS or areas which don't have 3G/4G/5G signal.
• Low battery life warnings

- The Monitoring Solution must;

• Be manned monitoring and response centre operating 24/7,
• The 24/7 monitoring company will attempt to call user upon activation of an alert.
• The 24/7 monitoring company will call Emergency services if required.
• Individuals working at the monitoring centre must be vetted to a minimum standard of BPSS
• An immediate emergency response solution should be offered upon, which must offer complete coverage of the UK

- Service Desk The service desk acts as the primary user interface between the Buyer's IT users and the information system support function. The role of the service desk is to:

• Take ownership of all calls made to it;
• Ensure that the Buyers are provided with incident resolutions.

The service desk may include, but will not be limited to, the provision of the following services:

• A logical 'single point of contact' for all user issues
• Telephone and email support
• Accurate recording of all issues
• Categorisation including issue type and severity levels
• Issue prioritisation
• Instigation of escalation procedures as appropriate
• Direct and prompt resolution of issues
• Providing timely and accurate information to users
• Active ownership, tracking and management of all issues within scope - to ensure issues are resolved
• To keep the caller updated of the status of any issue where they are unlikely to be resolved or completed within the agreed time
• To update appropriate IT and user management of the status of all high priority and service affecting issues
• Where necessary provide support to the repair process
• Incident management and reporting