Agenda Item No


The Vale of Glamorgan Council




Report of the Leader


Telecare Business Recovery Service


Purpose of the Report

1.             To seek approval to enter into an appropriate contractual relationship with Carmarthenshire County Council for the provision of Business Recovery services for the Vale of Glamorgan Telecare Monitoring Service.


1.         That the contractual arrangements are approved.

Reasons for the Recommendations

1.         To provide continuity of service for Telecare clients in the event of technical or other failures.


2.             The Telecare Monitoring service provides a 24 hour emergency response for vulnerable adults.

3.             The provision of a business recovery solution located outside of the service area is essential to maintain Telecare service resilience in the event that access to C1V is not possible or where a service interruption occurs as a result of internal or external technical failure.

4.             The solution allows for the diversion of alarms and notifications from customers to be answered at an alternative site.

5.             The service was previously provided via a reciprocal agreement with Powys Council's Telecare monitoring service, however this has been terminated since that service has been outsourced to Carmarthenshire County Council.   

6.             On notice from Powys Council that its Telecare service was being outsourced to Carmarthenshire a search was undertaken to identify a new partner with which to operate a reciprocal, cost neutral, solution. However, this proved unsuccessful due to many Councils already having agreements in place or because potential partners are operating a different version of the Tunstall system.

Relevant Issues and Options

7.             The provider of a business recovery solution must operate on a 24 hour, 7 day a week, 365 days a year basis and have sufficient resources to provide an alternative service for the Vale of Glamorgan Council in addition to it's normal business

8.             Any provider should have experience of providing business recovery solution and have the technical infrastructure in place to support the service

9.             The list of potential suppliers were narrowed to two, Tunstall Response Ltd and Carmarthenshire Council

10.        Tunstall Response Ltd operates from a dedicated control centre in Leeds providing business recovery and business as usual services fro a wide range of organisations.

11.        Carmarthenshire County Council also operates from a dedicated control centre based in Llanidloes and provides business recovery and business as usual services for a range of Welsh councils, including Swansea, Powys and Pembrokeshire.

12.        Tunstall Response Ltd has quoted a fee of 5.5p per customer per week (total £14,135 per annum) as an annual retainer, plus £120 per hour of service.

13.        Carmarthenshire Council have proposed £1 per annum per user (total £2,570 per annum) with the first 4 hours of service free and £75 per hour thereafter.

14.        Both potential suppliers have the capability of delivering a satisfactory service however the Carmarthenshire Council solution annual retainer is £11,565 per annum less expensive and £45 cheaper per hour on service activation.      

Resource Implications (Financial and Employment)

15.        The service from Carmarthenshire Council will cost £4,145 per annum based on an annual retainer of £2,570 and £1,575 based on an average of 25 hours per year service downtime.

Legal Implications (to Include Human Rights Implications)

16.        There are no legal implications regarding this report. Legal authority for terms of contract will be required.

Crime and Disorder Implications

17.        There are no crime and disorder implications regarding this report.

Equal Opportunities Implications (to include Welsh Language issues)

18.        Carmarthenshire County Council is able to provide a response in both Welsh and English.

Corporate/Service Objectives

19.        The Strategy seeks to help the Council create and maintain the internal culture it requires to achieve its corporate priorities.

Policy Framework and Budget

20.        Approval is a matter for executive decision by Cabinet.

Consultation (including Ward Member Consultation)

21.        None

Relevant Scrutiny Committee

22.        Corporate Resources

Background Papers


Contact Officer

Tony Curliss - Operational Manager, Customer Relations

Officers Consulted

Nicola Hale - Team Manager, Innovation and Information (Social Services)

Julia Champion - Telecare Project Manager (Social Services)

Mike Walsh - Team leader, Property and Contracts Team (Legal)


Responsible Officer:

John Maitland Evans

Chief Executive