RFP Reference: PAK/2026/012(Hotline number and call management platform) Hotline number and call management platform

Procurement of a managed telephony service and secure backend for Relief International Pakistan

Purpose and scope

Relief International (RI) seeks a qualified telecommunications provider or systems integrator to obtain, configure and support a public hotline number and manage call-management platform for the project. The system will connect callers to RI hotline staff in Islamabad and enable controlled transfers to authorized colleagues in Khyber Pakhtunkhwa, Balochistan and district wellbeing centers.

The supplier shall deliver the number, carrier connectivity, interactive voice response (IVR), automatic call distribution (ACD), staff extensions, referral routing, a minimal call and follow-up log, reporting, security, backup arrangements, training and ongoing technical support. RI retains responsibility for staffing, clinical care, safeguarding decisions and emergency-response protocols. The platform must support 24-hour, seven-day operation. RI will approve the staffed duty roster and on-call coverage before launch. Technical availability alone must not be advertised as guaranteed immediate clinical assistance.

Please check the attached document for complete details.