HARMONISED EUROPEAN NUMBERS FOR SERVICES OF SOCIAL VALUE Comparative selection process for allocation of the Emotional support helpline number

Transcription

1 HARMONISED EUROPEAN NUMBERS FOR SERVICES OF SOCIAL VALUE Comparative selection process for allocation of the Emotional support helpline number Publication date: 20 February 2009 Closing Date for Submissions: 3 April 2009

2

3 Contents Section 1 Introduction 2 Description of service for Comparative selection process 4 Information requested from interested parties 5 Next steps 6 Submission procedure Annex 1 Application Template 2 Additional information on 116 Page Page 13 18

4 Section 1 1 Introduction Background 1.1 The European Commission ( the Commission ) has designated the 6-digit 116 number range for European-wide harmonised numbers for services of social value. This means that the same service of social value may be reached in all member states when calling a certain 116 number, giving European citizens same number same service memorability. The decision on which services are reserved 116 numbers lies with the Commission. Detailed information on the 116 number range can be found in the regulatory statement Harmonised European numbers for services of social value: allocation and charging arrangements for 116 numbers in the UK 1 and on the 116 number area on our webpage The Commission has reserved the number for the service emotional support helpline ( the Number ). It falls to Ofcom to make the necessary arrangements for the Number to be allocated in the UK and to make the application process known. 1.3 The purpose of this document is to explain how interested service providers can apply for selection as the recommended provider for the service on the Number and to set out the next steps in the selection process. The next section of this document provides more information on the service to be provided on the Number. Section 3 describes the stages and the timeline of the allocation process. Section 4 gives an overview of the information that needs to be provided in an application and section 5 describes the submission process in more detail. Annex 1 sets out the specific questions that need to be answered in an application for allocation of the Number. Annex 2 provides sources of further information on 116 numbers. 1.4 Service providers (SPs) should note that there is no obligation to apply for the allocation of the Number simply because they offer a service that deals with calls relating to offering emotional support. If they choose to do so and are allocated the Number, they can continue to use and advertise other telephone numbers for their service if they wish to do so. SPs not allocated the Number may continue to use other telephone numbers for their services handling calls relating to offering emotional support. The allocation process for the Number Comparative selection process 1.5 Ofcom normally allocates blocks of telephone numbers to Communication Providers (CPs), who assign the numbers to SPs to use to provide their services numbers are special because there will only be one number available for a certain service. As the numbers are unique in each country and the services to be provided on 116 numbers are of social value, a selection process that considers the quality of the service to be provided on the number is the crucial element of the allocation decision

5 1.7 The quality of the emotional support helpline service will depend primarily on the organisation providing the service. We therefore require SPs interested in applying for the Number to take the lead in the application process so that they can describe the service to be provided and confirm that certain eligibility criteria are met. 1.8 We will run a comparative selection process to decide the most suitable partnership to be allocated the Number. Within this, applications will be assessed against the Service Eligibility Criteria (further explained in section 2) and other applications to see which offers the most suitable service. The Cabinet Office-coordinated Contact Council has set up an advisory committee, which will assist us in selecting the most suitable partnership to be allocated the Number. 1.9 The selection process will be organised in two stages. During these stages, the advisory committee will gather and assess information from applicants and will recommend to Ofcom which SP(s)/CP partnership should be allocated the Number Membership of the advisory committee will be made known to service providers applying for 116 numbers. Service providers will also be informed as to whether any conflicts of interest were disclosed and by whom, and any action to stand down members taken as a result. Allocation partnerships 1.11 To give the greatest opportunity to all potential SPs to use the Number, partnerships of multiple SPs may apply for the joint allocation of the Number. One SP will need to be nominated as the lead and will be the contact for the application process SPs applying for selection as the recommended provider for the service on the Number will need to form a partnership with a CP during the application process. The allocation of the Number will be made jointly to the SP(s) and the CP in the successful partnership. 2

6 Section 2 2 Description of service for Service Eligibility Criteria set by the Commission 2.1 When reserving the Number, the Commission set out a service description and attached certain minimum criteria that a service would need to satisfy to qualify for allocation of the Number. These criteria are known as the Service Eligibility Criteria (SEC). 3 General Service Conditions 2.2 The Commission has set general SEC that apply to all 116 numbers. In order for a service to be eligible to use a 116 number, the SP must confirm that: the service provides information, or assistance, or a reporting tool to citizens, or any combination thereof; the service is open to all citizens without any requirement of prior registration; the service is not time-limited; there is no payment, or payment commitment as a pre-requisite to use the service; and the following activities are excluded during a call: advertisement, entertainment, marketing and selling, using the call for the future selling of commercial services. Specific Service Conditions 2.3 The Commission has set out the name of service and service description for the Number and attached the following specific service conditions to its rights of use: Number Service for which this number is reserved Specific Service Conditions Name of the service: Emotional support helplines Description: The service enables the caller to benefit from a genuine human relationship based on nonjudgemental listening. It offers emotional support to callers suffering from loneliness, in a state of psychological crisis, or contemplating Where the service is not continuously available (i.e. 24 hours a day, 7 days a week, nationwide), the service provider must ensure that information about availability is made publicly available in an easily accessible form, and that, during periods of unavailability, callers to the service are advised when the service will next become 3 See Commission Decision of 15 February

7 suicide. available. 2.4 We have included the Number, the name of service, the service description, the general service conditions and the specific service conditions attached to the right of use of the Number in the National Telephone Numbering Plan ( the Numbering Plan ). This is the action required by Ofcom to make the Number available for allocation in the UK. These criteria were set by the Commission and must be applied in each member state. Additional specific service condition: free to caller charging arrangement 2.5 Following consultation, we attached an additional specific service condition to the Number, designating it as free to caller. A brief explanation of the implications of this charging arrangement for SPs is set out below. Charging arrangements for We have decided that emotional support helpline is a service of extreme social value and should therefore be free to caller to ensure that there are no barriers to making the call. 4 Free to caller means that calls to the Number are made at no charge to the customer, whether the calls are made from a fixed line, mobile or public payphone. 2.7 We have included the free to caller charging arrangement in the designation of the Number in the Numbering Plan. Numbers must be used in accordance with the service designation Free-to-caller Number used to access emotional support helpline service ( Type B Access Code ) Financial implications for SPs 2.8 With most number ranges, the caller pays for some or all of the cost of the call. One implication of free to caller is that SPs will have to fund the receipt of calls made to the Number. While this charging arrangement furthers the interests of citizens and consumers by removing barriers to making the call to the Number at times when it is vital that the call is made, it does place a greater financial burden on the SP(s) providing the service. 2.9 SPs must be aware of the implications of the free to call charging arrangement and that the ability to fund the provision of the service will be examined as part of the application process for the Number. To assist with funding, SPs should be aware that sponsorship of the service is permissible as long as the following does not take place during the call: advertisement, entertainment, marketing and selling or using the call for further selling of commercial services. It is, however, permissible for sponsors to be identified through advertising outside of the call. 4 For further discussion of the charging arrangements on 116 in general and of specifically see the Statement 4

8 Section 3 3 Comparative selection process Process description 3.1 The comparative selection process consists of two stages: Stage One: the SP or SP partnership submits information explaining what service is currently provided, what standards are achieved and how this would change in case of the allocation of the Number; and Stage Two: the SP(s)/CP partnership submits a detailed business case supporting the request for allocation of the Number. 3.2 Applications received are assessed by the advisory committee and a recommendation made as to the most suitable SP(s)/CP partnership to be allocated the Number is made at the end of Stage Two. The process is shown in more detail in Figure 1 below and described in paragraphs 3.5 to Figure 1 Allocation process Stage 1 Stage 2 Assessment by Recommendation CP submits SP submits SP submits advisory by advisory access code application business case committee committee application 6 weeks 4 weeks 12 weeks 4 weeks 2 weeks Number allocation 3 weeks 3.3 At Stage One, the advisory committee will assess only SPs, or where applicable SP partnerships. In Stage Two, negotiations between CPs and SPs will have to be completed and SP(s)/CP partnerships will need to make a joint submission. The advisory committee may also request more detailed information from SPs, following assessment of the information submitted during Stage One. This will be specified before Stage Two commences. 3.4 Although SP(s)/CP partnership negotiations do not need to be completed at Stage One, SPs are obviously free to start negotiations with CPs at this time, which may be helpful in getting applications sufficiently developed for Stage Two. Process stages and timeline Stage One 3.5 The comparative selection process starts with a six week period during which SPs demonstrate their interest in being allocated the Number. It is open to all SPs or SP partnerships interested in the allocation of At this stage the advisory committee will assess SPs and SP partnerships only; there is no need for the negotiations with CPs to be complete. 3.6 The information requested will focus mostly on aspects of current service provision and the expected implication of the allocation of on the SP or SP partnership. 5

9 We are not looking for a refined business plan at this stage. Applicants will also have to confirm that they meet the SEC set by the Commission and the charging conditions set by Ofcom. Further details on the information requested are given in section 4 and annex Following the closing date for receipt of applications in Stage One, the advisory committee will have four weeks to review the applications received and verify whether the services described would meet the SEC set by the Commission. 3.8 Following this assessment, SP(s) whose applications meet the SEC will be invited to move to Stage Two of the comparative selection process for allocation of the Number. Stage Two 3.9 Stage Two will require SPs or partnerships of SPs to submit detailed business cases for the service provided on The business case will need to include justification on why the SP(s)/CP partnership should be allocated the Number; their position in the service sector; and the likely impact of the allocation of the Number on other services in the same sector; plus funding and budgeting information SPs or partnerships of SPs will also need to finalise their negotiations with CPs as terms of the CP/SP partnership will have to be clear at the end of this period The invitation to apply in Stage Two will set out the exact information the SP/CP partnership will need to supply, how this information will be assessed and what format the submission should be in SPs/CP partnerships will have twelve weeks to submit their applications in Stage Two of the selection process. The timescale for Stage Two may be reduced in exceptional circumstances and where it is in the interests of all relevant parties to do so. For example, in the event of a single application being submitted, which is well advanced in negotiating the partnership with the CP and where twelve weeks are not required to submit a detailed business case and any other material requested by the advisory committee as part of the comparative selection process. The same timescale will apply to all parties involved at this stage. Any reduction in timescale will be notified to relevant parties at the beginning of Stage Two The advisory committee will assess the applications and will provide a recommendation to Ofcom as to which SP(s)/CP partnership should be allocated the Number. The assessment will take four weeks. The recommendation will not be made public at this stage To formally request the allocation of the Number, CPs are required to submit an access code application form on behalf of their SP(s)/CP partnership. This step of the process is not specific to the selection as the recommended provider for the service on 116 numbers but a formality for all new numbers that are allocated. No further information will be requested from SPs at this stage We will request all access code application forms to be submitted on a set date two weeks after parties have been invited to do so. We have a statutory requirement to determine the outcome of the access code application forms within three weeks of receipt. 6

10 3.17 Ofcom will reach a decision on which SP(s)/CP partnership is to be allocated the Number by taking into account the material submitted during both stages of the comparative selection process, the access code application forms and the advisory committee s report and recommendation. The decision will be taken in line with our relevant statutory duties and specifically our responsibility for implementing the Decision in the UK. All applicants will be notified of the outcome of the comparative selection process for allocation of the Number Once the comparative selection process has been completed, applicants may request an explanation as to the outcome of their application. As all information provided during the comparative selection process is treated as confidential, the debrief will only cover the details of their own application. 7

11 Section 4 4 Information requested from interested parties Information requested during Stage One of the comparative selection process for allocation of the Number 4.1 The submission procedure is outlined in section 6 of this document and the detailed questions and template for response can be found in annex 1. The closing date for submissions to Stage One of the comparative selection process for allocation of the number is 3 April Stage One of the comparative selection process is an assessment of whether the emotional support helpline service proposed by interested SPs meets the SEC. As well as providing a detailed description of the service, SPs or partnerships of SPs are asked to provide operational, financial and legal information so that the advisory committee can take a decision on whether the SEC will be met. 4.3 The information submitted should generally outline what service is currently provided, what standards are achieved and how this would change in case of the allocation of the Number. There is no need to submit a detailed business case at this stage, the advisory committee will ask for this during Stage Two of the comparative selection process. 4.4 In the event that a SP or SP partnership does not currently provide a service corresponding to the service outlined by the SEC, we ask that the SP or SP partnership outline the service they plan to provide if they were allocated the Number. 4.5 SPs need to confirm that, should they be allocated the Number, they will take the necessary steps for Ofcom and the advisory committee to monitor service provision. The main element of the monitoring process will be the Cabinet Office s Performance Management Framework ( PMF ) 5, which provides a tool for performance measurement, benchmarking and management. The PMF gathers performance statistics on a number of different operational areas, such as matching capacity and demand and people management. Reporting takes place on a quarterly basis and will not be onerous. In addition, the advisory committee may need to undertake targeting monitoring of specific aspects of service provision to ensure that the Service Eligibility Criteria are fulfilled. Applications from multiple SP partnerships 4.6 Multiple SP partnerships are encouraged when in the consumer interest. For the avoidance of doubt, they are pursued at SPs instigation and are not arranged or forced on SPs by Ofcom. 5 Information about the Cabinet Office Performance Management Framework can be found on the webpage of the Cabinet Office v2overview.pdf. 8

12 4.7 In order to facilitate the effectiveness of multiple SP partnerships, a lead SP needs to be nominated. The lead SP would be responsible for submitting the application for the Number on behalf of the partnership and would be the contact for further information, both during the comparative selection process and post number allocation. The lead SP would be responsible for ensuring that the service provided by the partnership fulfils the Service Eligibility Criteria and for responding to Ofcom and advisory committee requests in relation to monitoring of service provision. 4.8 The application would need to include information on the service provided by all parties in the partnership and the following additional information: why the partnership serves the needs of the callers better than a single SP; proposed coordination between the different SPs; information on partnership agreements that have/need to be put in place; and proposed routing arrangements between the different SPs. 9

13 Section 5 5 Next steps 5.1 The comparative selection process for allocation of the Number will proceed as set out in Figure 2 below. 5.2 A detailed business case for the service provided on will form the centrepiece of the application process in Stage Two. SPs are encouraged to start preparation for Stage Two as soon as possible. 5.3 The business case should also include a full impact assessment, setting out how the allocation of the Number would affect the provision of other services in the relevant sector. Figure 2 Indicative timeline for the comparative selection process for allocation of Timing Activity 20 February 2009 Stage One of the comparative selection process for number launched 3 April 2009 by 5 pm Stage One of comparative selection process for closes 3 April - 1 May May 24 July 2009* by 5 pm 24 July* - 21 August 2009* Ofcom and the advisory committee assess applications for and decide which meet the Service Eligibility Criteria for the number Stage Two of the comparative selection process for Ofcom and the advisory committees assess applications submitted during Stage Two of the comparative selection process for The advisory committee provides Ofcom with its assessment report and recommendation on which service provider(s) / communications provider partnership should be allocated each 116 number 4 September 2009* by 5 pm Deadline for submission of access code application forms by the communications provider from each partnership that completes Stage Two of the comparative selection process 4 September* 25 September 2009* Ofcom considers the material submitted submitted during both stages of the comparative selection process, the access code application forms and the advisory committee s report and s 10

14 recommendations and reaches a decision on the allocation of The decision will be taken in line with our statutory duties and specifically our responsibility for implementing the Decision in the UK * the timescale for Stage Two of the comparative selection process may be reduced in exceptional circumstances and where it is in the interests of all relevant parties to do so. For example, in the event of a single application being submitted, which is well advanced in negotiating the partnership with the communications provider and where 12 weeks are not required to submit a detailed business case and any other material requested by the advisory committee as part of the comparative selection process. A reduction in the Stage Two timescale will bring forward the remainder of the milestone dates by the same time period 11

15 Section 6 6 Submission procedure How to submit your application 6.1 SPs interested in being allocated have to submit their documentation by 5pm on 3 April We strongly prefer to receive submission via , together with the Stage One cover sheet (see Annex 1). Please send your to susanne.cavadiniweber@ofcom.org.uk. s should not be larger than 10 Mbit, if necessary several s should be sent to avoid delivery problems. 6.3 Submissions may alternatively be posted or faxed to the address below, marked with the relevant number: Susanne Cavadini-Weber 4 th Floor, Riverside House 2A Southwark Bridge Road London, SE1 9HA Fax: Note that we do not need a hard copy in addition to an electronic version. We will acknowledge receipt of your submission via if we receive your documentation via but not otherwise. Further information 6.5 If you want to discuss any issues in relation to the allocation process or need advice on the appropriate form of submission, please contact Susanne Cavadini-Weber on phone number Information received in the submissions will be treated as confidential and only be shared with the relevant advisory committee. If for any reason we wished to share the information provided by you with anyone else, we would seek your consent before doing so. 6.7 Please note that copyright and all other intellectual property in submission will be assumed to be licensed to Ofcom and the advisory committee to use. Ofcom s approach on intellectual property rights is explained further on its website at We will maintain a dedicated area on our website for 116 numbers as part of the Numbering Policy section. This page will provide all the relevant information on 116 numbers, including links to the comparative selection process documents and a register of the allocation status and availability of each 116 number reserved by the Commission. To receive notification of updates to the numbering webpages and numbering documents, including updates to the 116 webpage, register at 12

16 Annex 1 1 Application Template A1.1 This section sets out the information that SPs must include in their submissions to Stage One of the comparative selection process for the number. A1.2 SPs are generally free to use any format for their response they deem suitable (e.g. free text) but to help the advisory committee to evaluate responses we ask SPs to use the same numbering as outlined in the form below. A1.3 Partnerships of SPs are asked to provide the historical information for all partners. A1.4 If you feel you have answered a question already in another paragraph, please provide a cross-reference to the relevant paragraph. BASIC DETAILS Submission in response to the call for interest in To (Ofcom contact): Susanne Cavadini-Weber Name of service provider(s): Name of contact: Address: DECLARATION I confirm that the submission supplied with this cover sheet fully sets out the matters required; is true to the best of my knowledge and belief; and no information has been withheld that might prejudice this submission, to the best of my knowledge and belief. I also confirm that I understand that Ofcom will share the supplied information, including that which is marked as confidential, with the advisory committee. If I have sent my response by , Ofcom can disregard any standard text about not disclosing contents and attachments. Ofcom and the advisory committee will treat the information supplied as confidential and will not publish the names of the applicants or any information received. Name Signed (if hard copy) 13

17 1 Service Eligibility Criteria set by Commission 1.1 Please confirm that you are confident that you will be able to meet the SEC set by the Commission as set out below. The service needs to fulfil the following functions: enables the caller to benefit from a genuine human relationship based on nonjudgemental listening. offers emotional support to callers suffering from loneliness, in a state of psychological crisis, or contemplating suicide. The service has to be available nationwide. 1.2 Ideally the service should be available 24 hours a day, 7 days a week. If that is not the case please state: what hours of service you plan to offer; and that you will make information about availability publicly available in an easily accessible form, and that, during periods of unavailability, callers to the service are advised when the service will next become available. 1.3 SPs must also confirm that: the service is open to all citizens without any requirement of prior registration; the service is not time-limited; there is no payment, or payment commitment as a pre-requisite for citizens to use the service; and the following activities are excluded during a call: advertisement, entertainment, marketing and selling, using the call for the future selling of commercial services. 1.4 SPs are asked to provide examples of how their service currently and/or in the future meets the requirements listed above. 2 Operational information 2.1 History of service and areas of activities; or 14

18 relevant experience if you are currently not providing services that correspond to the services you would provide if the 116 number was allocated to you 2.2 Current volume of calls per year; initial estimate of number of calls on the 116 number. 2.3 Please provide an overview of the geographical areas your service currently covers. How would that change in case the 116 number was allocated to you? 2.4 How do you categorise the calls you receive? Please provide a percentage break-down of calls received in those categories. In case the 116 number was allocated to you, do you expect this to change? If so, explain how. 2.5 Please provide a percentage break-down of your typical caller groups. In case the 116 number was allocated to you, do you expect this to change? 2.6 What measures do you have in place to recognise equality and diversity issues of your callers? 2.7 Are any of the calls you receive diverted from other SPs or do you divert calls to other SPs? Which ones? What is the current volume of these calls? Would you expect this change following the allocation of the 116 number? If so, explain how. 2.8 Please describe any call follow-up procedure you have in place. 2.9 What resources do you use to offer the existing service (call centres, call operators/volunteers, average number of lines per call centre)? Please outline how you would handle the number of calls you estimate to receive on the 116 number Please outline your employment policies briefly, especially how you deal with equality and disability issues Describe how you recruit and train your call operators/volunteers Describe how incoming calls are handled? Is there an initial pre-selection process? 2.13 Do you pass calls between different call centres within your own organisation? If so, describe under what circumstances this occurs and what routing arrangements you have in place Outline your service continuity plan in the event of a major incident e.g. serious system failure, fire or water damage, staff issues How do you promote your current service and 15

19 number? 2.16 Additional operational information you would like to provide. 3 Financial information 3.1 Please provide your accounts for the last 2 years 3.2 Confirm that your accounts are formally audited. Have your accounts been qualified in the last 5 years? If so why? 3.3 If your accounts are not audited, please explain why briefly. 3.4 Please explain how you plan to fund the free to caller service on the 116 number. 3.5 Additional financial information you would like to provide. 4 Legal information 4.1 What legal status has your organisation? 4.2 Has your organisation ever been under investigation by any relevant authority, for example the Charities Commission if you are a charity? If so, please state when, why and the outcome of the investigation. 4.3 Please provide any quality accreditation, membership in industry bodies, etc. 4.4 Additional legal information you would like to provide. Other information 5 Please provide an initial assessment of the impact that allocation of the 116 number to your organisation would have on SPs offering similar services to yours in terms of the benefits it would generate and the costs associated (this does not need to be quantitative at this stage a more detailed analysis will be requested in Stage Two). 6 Confirmation that you will take the necessary steps to allow service provision to be monitored through the Cabinet Office Performance Management Framework 6 and to provide any other information requested by Ofcom and the advisory committee in order to monitor the service. 7 Partnerships of SPs are invited to provide additional information setting out why the partnership would serve the needs of the callers 6 Information about the Cabinet Office Performance Management Framework can be found on the webpage of the Cabinet Office v2overview.pdf. 16

20 better than a single SP. Set out how the partnership would deal with call handling and routing. 17

21 Annex 2 2 Additional information on 116 Where to find additional information on Ofcom s webpage A2.1 We will maintain a dedicated area on our website for 116 numbers as part of the Numbering Policy section. This page will provide all the relevant information on 116 numbers, including links to the comparative selection process documents and a register of the allocation status and availability of each 116 number reserved by the Commission. To receive notification of updates to the numbering webpages and numbering documents, including updates to the 116 webpage, register at A2.2 If you require more general information about Ofcom s approach to harmonised European numbers for services of social value please read the statement on our website. 7 Process for allocation of subsequent 116 numbers A2.3 The Commission will consider requests for new 116 number reservations periodically and has indicated that this is likely to be every six to twelve months depending on demand. A successful request will, subject to consultation, result in the Commission amending its Decision 8 to include the new 116 number, the Name of Service, the Service Description and the Specific Service Conditions. A2.4 Each time the Decision is amended to make a new 116 number available, we will consult on a modification to the Numbering Plan to include the number, including our proposal on whether the number should be freephone or free to caller and any other Additional Specific Service Conditions that we consider should be attached to the rights of use of that number. The advisory committees will advise Ofcom on these matters. A2.5 Further to the amendment to the Numbering Plan, we will commence the comparative selection process set out in section 3 for the allocation of the new 116 number Commission Decision of 15 February 2007 requiring harmonisation of the 116 numbers for harmonised services of social value 18