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Single Telephony Solution for Customer Contact Centre and National Service Desk

NHS England

This public procurement record has 1 release in its history.

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07 Oct 2025 at 16:02

Award Notice
Summary of the contracting process

The procurement process led by NHS England involved the awarding of a contract for a "Single Telephony Solution for Customer Contact Centre and National Service Desk". This initiative falls under the call centre industry category, specifically classified as software packages and information systems. The contract was awarded to Puzzel Ltd on the 27th of August 2025, with the project running from 1st September 2025 to 31st August 2026. The procurement followed a selective method via a call-off from a framework agreement, with the tender period concluding on 1st August 2025. The project is located in the United Kingdom, at a minimum value of £250,743.

This tender presents a significant opportunity for businesses specialising in telecommunications and software solutions, offering growth potential in both customer reach and project size. Small and medium-sized enterprises (SME) and voluntary, community and social enterprises (VCSE) are encouraged to participate, aligning with NHS England's procurement objectives to nurture the involvement of diverse suppliers. Businesses capable of delivering comprehensive telephony solutions for large-scale service desks will find this contract particularly suitable, promising substantial exposure and potential for future engagements within the public health sector.

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Notice Information

Notice Title

Single Telephony Solution for Customer Contact Centre and National Service Desk

Notice Description

Single Telephony Solution for Customer Contact Centre and National Service Desk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-0720a4c4-0b1a-46ed-a5ad-0692b08f9c7d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/acdf6dfd-03b1-43aa-85be-c2b8a163e303
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

48000000 - Software package and information systems

79512000 - Call centre

Notice Value(s)

Tender Value
£250,743 £100K-£500K
Lots Value
Not specified
Awards Value
£752,231 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
7 Oct 202510 months ago
Submission Deadline
1 Aug 2025Expired
Future Notice Date
Not specified
Award Date
27 Aug 20251 years ago
Contract Period
1 Sep 2025 - 31 Aug 2026 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NHS England
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SE1 8UG
Postcode Area
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI45 Lambeth
Delivery Location
Not specified
Local Authority
Lambeth
Electoral Ward
Waterloo & South Bank
Westminster Constituency
Vauxhall and Camberwell Green

Supplier Information

Number of Suppliers
1
Supplier Name

Puzzel Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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