Kernzeitentelefonie

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To fulfil its obligation to provide information and counselling in accordance with §§ 13 to 15 SGB I, the contracting authority operates a 24-hour hotline for its insured persons. This is staffed by its own employees. To ensure that it can be reached during peak times, the contracting authority intends to, for calls that cannot be answered by the contracting authority’s employees during this time—so-called “overflow”—make use of the supporting communications services of an external service centre service provider. The transfer of tasks and the outsourcing are carried out in accordance with §§ 197b SGB V and 97 SGB X, i.e. the activities to be outsourced consist exclusively of supporting auxiliary activities. To fulfil its obligation to provide information and counselling in accordance with §§ 13 to 15 SGB I, the contracting authority operates a 24-hour hotline for its insured persons. This is staffed by its own employees. To ensure that it can be reached during peak times, the contracting authority intends to, for calls that cannot be answered by the contracting authority’s employees during this time—so-called “overflow”—make use of the supporting communications services of an…

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