PIA Invites Bids for Hiring International Emergency Services

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Abbas Ali
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PIA Invites Bids for Hiring International Emergency Services

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1. DISASTER RECOVERY SERVICES
2. DISASTER HUMAN SERVICES
3. INTERNATIONAL CALL CENTER SERVICES

Note: In the event of an accident or incident PIA entitled to activate one or more Crisis
Communication professionals to provide guidance and advice on Crisis Communication operations and
media relations during the PIA response Phases.

1. DISASTER RECOVERY SERVICES
I. “On activation” PIA requires any or all of the following emergencies services anywhere in the world:
A. Advisory Services to support incident management.
B. Search for and recovery of remains.
C. Establish, operate and maintain a mass fatality incident morgue (including identification and processing of remains).
D. Preparation, repatriation, shipping and final disposition of remain (including the provision of caskets/coffins/urns).
E. Search for and recovery of personal effects.
F. Receipt, processing association and disposition of personal effects.
G. Crisis Intervention Services (On site mental health for employees and other designated persons)
H. Liaison with all agencies
I. Memorials and one year Memorial Services.
J. Critical Incident Stress Management (Mental health stress support for employees and designated persons)

2. DISASTER HUMAN SERVICES

A. Pre-Incident
1. Train and maintain sufficient number of Special Assistant Team (SAT) Members to deal with the responses of families following an air disaster, including stress responses and effective communication skills when talking with the families.
2. Liaison with industry agencies providing continuous updated Family Assistance Center (FAC) information.
3. Provide procedures and contact information for activation of the Family Assistance Center (FAC).

B. Incident
1. Service provider will activate the Family Assistance Center (FAC) on request based without the issuance of a Work Authorization Agreement (WAA).
2. Provide to PIA the FAC address and phone number(s) when the location is determined.
3. Establish liaison with the Call Center and receive appropriate family member and travel information.
4. Deploy immediately the Family Assistance team, consisting of the Director, FAC, Logistics Coordinator and Core FAC Team Members to the nearest location to the incident.
5. Deploy immediately, based on the total number of crew and passengers, the SAT Coordinator and a sufficient number of SAT Members providing up to one SAT Member per three crew/passengers. Additional SAT Members will be deployed as needed and approved by the PIA.
6. Provide logistical support to family members, friends and survivors including airport and hotel liaison and reception, transportation, lodging, meals, business rooms, communications, security and SAT Members.
7. Provide space, communication, and logical support for the Joint Family Support Operations Center (JFSOC) as well as space and communication for responding agencies.

C. FAC Operations
1. As a standard, establish the FAC at the incident site in accordance with the “Aviation Disaster Family Assistance Act of 1996”, as amended, “Foreign Air Carrier Family Support Act of 1997”, as amended and standards established by the National Transportation Safety Board (NTSB) Federal Assistance Plan for Aviation Disasters, August 2000.
2. Operate 24 hours daily for approximately 14 days.
3. Establish airport reception(s) area(s).
4. Establish hotel reception area to receive family members not arriving by plane.
5. Coordinate all local transportation requirements including rental buses, vans and cars.
6. Acquire facility (ies) to lodge, feed and provide sanctuary 24 hours daily.
7. Acquire business rooms for:
a. Information/travel desk
b. Briefing
c. Lounge
d. Disaster Mortuary Operational Response Team (DMORT) and Medical Examiner
e. Mental Health
f. Childcare
g. Interfaith – according to faith.
h. Dining
i. FAC support:
(1) FAC Operations Center
(2) Special Assistance Team Members
(3) Airline Operations
(4) Boardroom
(5) Sanctuary
j. JFSOC
8. Establish communications including national and international telephone lines, ADP, conference-bridge and cell phones.
9. Implement security and badging measures.
10. Assign a SAT Member in accordance with the direction of PIA, ensuring each family receives information and liaison support including spiritual, mental health and medical assistance.
11. Provide status of Family Assistance Center (FAC) operations as requested by the PIA.

D. Post Incident
1. Coordinate and conduct lessons learned after action review with PIA and the FAC.
2. Make recommendations for adjustments to the contract, training procedures based upon the results of the review.
3. Pass family database to PIA.

INTERNATIONAL CALL CENTER SERVICES (ICC)

A. Pre Incident
1. Establish ICC training and ICC procedures specifically for call center activation.
2. Maintain ICC procedures and contact information for activation of the call center.
3. Provide PIA with call center operational procedures, required interaction, and contact information.
4. Maintain ICC trained call center agents on dealing with the stress responses of families following a disaster, the normal stress responses experienced by those making telephone contact with the families, contact guidelines, and effective communication skills for talking with the families. They will also be trained on technical requirements and procedures required to perform call center functions.
5. If PIA has simultaneous incidents requiring call center response, or another Service provider call center PIA has an incident requiring call center response, Service provider will respond to both incidents. Initial response capability will be divided between incidents, while Service provider, in cooperation with PIA, will evaluate respective requirements and allocate resources accordingly.

B. Incident
1. Activate the ICC on request. It will include an international toll free number that can be accessed by up to 100 callers simultaneously.
2. Activate the ICC based upon this agreement without the issuance of a WAA.
3. Have the ICC ready to begin receiving calls with 1 agent within 30 minutes of activating the call center. Inbound response capability will be as follows
a. 25 agents the first hour.
b. 50 agents the second hour.
c. Not less 100 agents the third hour until inbound call volume subsides. Service provider will determine the manning level for the inbound call support as inbound call activity declines.

(The response levels above will be the initial planned response levels. Depending upon the nature of the incident to include but not limited to the number of passengers, location, airline involved or publicity, Service provider may reduce the number of agents needed below these levels. This will be done in consultation with PIA.

4. Call key media contacts to publish the toll and toll free numbers. Service provider will provide a statement that meets the requirements of the National Transportation safety Board (NTSB) Federal Family Assistance Plan for Aviation Disasters, August 1, 2000.
5. Arrange for mental health support for ICC call center agents.
6. Provide Management for Call Center Operations, to manage operations and provide information to PIA as needed.
7. Provide up to 30 agents to make notification calls, 40 agents to make travel arrangements to the Family Assistance Center, 20 agents too perform administrative functions (such as recording and transmitting) and up to 50 call center agents working as coordinators, runners and other support personnel. Service provider will recommend the response level for PIA’ decision. Additionally, Service provider will provide sufficient supervisory level personnel to manage all aspects of the call center and to coordinate with the Family Assistance Center, PIA, other Service provider operational elements participating in the incident, and any other agencies (e.g. NTSB). (The response levels above will be the initial planned response levels. Depending upon the nature of the incident to include but not limited to the number of passengers, location, airline involved or publicity, Service provider may reduce the number of agents needed below these levels. This will be done in consultation with PIA.
8. Ensure callers know how to access mental health support if needed (e.g. Red Cross or local equivalent).
9. Provide status of call center operations.
10. Receive the preliminary manifest from PIA and disseminate it to all inbound call center agents.
11. Screen all inbound calls to identify legitimate family members to be considered in the notification process.
12. As PIA provides names confirmed as being directly affected by the incident (confirmed manifest), Service provider will match them with all inbound calling family members who call the toll and toll free numbers and recommend to PIA who should be notified. Service provider
will make directed by PIA. Notification is only to inform family members that the individual in question was on the confirmed passenger manifest.
13. Arrange travel to the Family Assistance Center (FAC) for PIA authorized individuals.
14. Establish communication and liaison with and transmit appropriate family member and travel
information to the FAC.
15. Provide assistance to family members from the call center until the Family Assistance Center is operational and capable of doing so. This includes non-travelers.
16. Provide all call center recorded passenger and family data to PIA.
C. Post Incident
1. Coordinate and conduct lessons learned after action review with PIA and the call center.
2. Make recommendations for adjustments to the contract, training, and procedures based upon the results of the review.

Note:
1. The contractor will be responsible for any claims against PIAC if such claims arise out of the negligence or any breach of duties under the agreement.

2. The contractor will provide all three (3) services mentioned above in any part of the world, possessing all the valid documents required for performing the services.

3. The amount of insurance as per clause 20 of the agreement is US One Million Dollars (USD $1,000,000.00)

Source: PIA
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