EA invites contracts for new Floodline call centre

Date: 18/01/2012

New 0800 phone numbers may be needed following the launch of a new Floodline flood reporting and information service.

The Environment Agency (EA) has announced plans to establish a framework contract to provide a multimedia contact centre for people who experience water-related incidents.

Currently the service is provided by Teleperformance, but bids are being welcomed by companies keen to take over the four-year outsourced management.

The call centre must be equipped to provide information and advice during periods when there are no floods, as well as in times of emergency.

Automated services such as interactive voice response, text and instant messaging will all be available to callers.

Recorded information and a 24-hour facility for the public will also be a requirement as in times of flooding there can be up to 1,000 calls made to the centre.

The Environment Agency's website contains flood warnings by regions, with the information updated every 15 minutes.