FAQs | Infopoint taxi free phone systems

FAQs

Why is the service free?

Our income comes from local taxi operators, who pay a fee to be featured at their chosen sites.

Do the units need to connect to our switchboard?

No. We install a brand new phone line which is in our name. The units are powered by the phone line so don’t require separate power lines.

Is there any way of monitoring usage?

Yes. All of Infopoint’s help-points feature Self Monitoring and Reporting Technology (SMART) which allows the units to be monitored remotely. Infopoint can gather statistics on number of calls made to each service and provide you with a comprehensive overview of their effectiveness.

How long does it take for the units to be installed?

Normally 8-10 weeks. Our record is 4 days.

What happens if I need to change the organisations we link to via the help-points, for example if they change their number or we want to replace it with an alternative organisation?

If you need to change the phone number of an existing service, all you need to do is advise us of the new number and we can re-programme your help-point remotely. If you want to change one of the services for an alternative, simply e-mail us the artwork/logo for the new service and the phone number and let us know which service you’d like to replace. We will then send you a draft of the new artwork for your approval. Once approved, one of our service engineers will fit the new artwork into your help-point and programme the new number into the unit’s memory.

What if we already have taxi free phones?

Infopoint help-points are taxi free phones and more. As well as a free phone link to a local taxi company you can link your customers to a range of other services and information providers completely free of charge. If you already have a taxi free phone we can replace what you have with one of our help-points. Upgrade your taxi free phone

What are the sizes of the units?

Technical specifications of each of our help-points can be found on the product pages. Infopoint 3 Infopoint 6 Infopoint Directory

How is the unit fixed to the wall? Can the units be fitted to stud walls? Can the units be fitted to granite walls?

The units are fixed to walls with appropriate fittings (including provision for stud, stone and granite type surfaces) using CE and ETA approved components/fittings.

What if we want to refurbish the area in which the Infopoint is installed?

Just give us as much notice as possible (min. one month) and we will move the Infopoint to a temporary location or to its new permanent location at no cost to you.

We’d like a demonstration of the equipment. How long will it take?

Normally 30-60 minutes, depending on the Q&A.

Do you need any special equipment for the demonstration?

No. Our representative will bring an actual unit to show you and this can just be leant against the wall.

Who else from our organisation should I invite?

Ideally, your colleagues involved in customer services/patient experience and estates or telecoms.

We’d like one or more Infopoints – what happens next?

It normally takes 8-10 weeks for a help-point to be installed. Here’s what happens next:
1. You return your completed application and agreement form with a list of the
location(s) for your help-point(s)
2. We approach local taxi and public transport providers for sponsorship (weeks 1-3)
3. We order your help-point(s)
4. One of our engineers carries out the site surveys with you and/or someone from your estates department (weeks 4-5)
5. You let us know what numbers you’d like on your buttons (weeks 4-5)
6. We order the telephone line(s) for the help-point(s) (weeks 5-6)
7. The telephone line(s) for the help-point(s) are installed (weeks 6-8)
8. We install the help-point(s)

We’d like one or more help-points but only if there’s no cost to us. How/when can you let us know?

Return your completed application and agreement form with a list of the location(s) for your help-point(s). We will let you know, normally within three weeks (before we order the unit and the telephone line), whether we’ve been successful in finding a suitable local taxi operator to sponsor your unit. If we have, the service will be completely free to you and your customers.

We’re not really in any of your listed “sectors”. Can we have a help-point?

Yes. In fact, our first healthcare provider came about from an enquiry from a hospital facilities manager who had seen a help-point at his local shopping centre and the General Manager of our first hotel site saw a unit in a nearby casino. Please get in touch so we can discuss your requirements.

We’d like a help-point in a building we’re planning/are in the process of building – can we sign up for one now?

Yes. While most of our installations are ‘retrofits’, i.e. in existing premises, an increasing number are in ‘new builds’. Many of the site managers we work with plan the installation of Infopoints into the specification for their new buildings. We can help you pick a sensible location for it when you have your architect’s plans. Then all you have to do is arrange for your cabling contractors to fit a Cat5e socket in the chosen spot and our new telephone line can easily be patched through to the unit with no cables. Please see our page on new builds and capital projects

What if the unit is vandalised or stolen?

This is extremely rare as the units do not contain cash and are normally installed in reasonably well supervised areas. In the event that this does occur, the equipment is covered by our insurance removing you from any liability.

Do you have experience of installing units in LIFT/PFI/third party-owned premises?

Yes. We’ve installed hundreds of help points in LIFT/PFI/third party-owned sites so we can help to organise the extra necessary approvals for these buildings. We normally request that a LIFT/PFI company representative be present at the site survey and we have a LIFT/PFI ‘pack’ that we send through at the relevant stage which contains risk assessments, method statements and other technical information normally required. Click here for our capital projects page.

We’d like a help point but we don’t want it sponsored by third parties. Is this possible?

Yes. Please get in touch so we can discuss your requirements.

Do we need to have a certain footfall?

No, some of the best used help-points are in relatively low footfall locations.

We have LCD/plasma/kiosk/touch-screen information screens in place. Is this a problem/conflict?

No. The Infopoint help-point is a free telephone. As such, it can quite often complement other types of information systems already in place.

We/our managed payphone contractors are removing our payphones because they’re no longer commercially viable. Could we replace these with Infopoint help-points?

Yes. Feedback from site managers tells us that Infopoint help-points definitely plug a ‘communications gap’ left by the removal of payphones. Also, the popular 6 button unit has a slightly wider footprint (280mm wide) than most standard payphones so it neatly conceals any unsightly dark marks and holes left by the payphone. For a payphone replacement case study click here.