Altice has been penalized €1.5 million by the Shared Services of the Ministry of Health (SPMS) for failures in waiting times and service effectiveness on the SNS24 (National Health Service 24-hour helpline). The penalties relate to 19 instances over the first 21 months of the contract, which began in March 2024 and runs until December 2027 or until it reaches €51 million.
The penalties stem mainly from call handling issues, including average waiting times exceeding 30 seconds and failure to meet the contractual requirement that 93% of calls be answered within 15 seconds. SPMS President Sandra Cavaca confirmed the penalties during a hearing at the Health Committee, despite Altice’s executive citing contract confidentiality.
Altice highlighted that service demand, particularly for initiatives like the “Call Before, Save Lives” project, exceeded initial contract expectations. The company emphasized its investment in technology and human resources, noting that most SNS24 professionals also maintain positions within the NHS and have received a 30% pay increase since the contract began. SPMS is preparing a new decree extending commitments for 60 months for future service contracts.
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