Care Connect - Twilio INC Text Messaging Service

The Care Connect Service will shortly be going live with a new Tunstall IT solution - Service Manager - part of which involves a new process for the recording of incidents and the dispatch of responders to assist customers in their homes. In relation to this dispatch aspect, including recording of arrival times for KPI purposes, the services of Twilio are required.

Twilio, who are the only supplier available due to their interoperability with Service Manager, provide text messaging relay services which will be used to task Care Connect responders, send incident information, and record response times and other real time status updates.

The annual cost of the Twilio service will be solely dependent on the level of use, which itself is dependent on incidents attended by the Care Connect Service. Twilio text messaging relay services will be required, and charged, each time an incident is attended by Care Connect Responders. The estimated cost for the initial 12-month period, based on anticipated use, is £6,569 - quote attached. Whilst this is high level estimate, it may be prudent to include a maximum spend of £10,000 to give additional flexibility with the contract.

This contract will be required for as long as the Care Connect Service uses the Service Manager product. As such, for ease of process it would ideally be given an initial rolling duration of 3 years, albeit use is on an as-required basis as outlined above.

The wider Service Manager project was part of a capital funding scheme, although as an ongoing and unforeseen cost, Twilio, will be met through standard revenue spend.