Tender

Contact centre solution

NORTHUMBRIA HEALTHCARE NHS FOUNDATION TRUST

This public procurement record has 1 release in its history.

Tender

17 May 2024 at 14:05

Tender Notice
Summary of the contracting process

The Northumbria Healthcare NHS Foundation Trust is seeking a Contact Centre Solution for digital services through a selective procurement method. The contract value is £180,000 in GBP, with a tender deadline of June 7, 2024. The contract period is from September 5, 2024, to September 6, 2027. The procurement falls under the goods category and is targeted at small and medium-sized enterprises and voluntary, community, and social enterprise organisations. The procurement is located in Newcastle, North East, United Kingdom.

This tender presents an opportunity for businesses in the software package and information systems industry to provide innovative technologies for contact management services. Companies suited for this tender are those capable of delivering contact solutions handling voice, SMS, web chat, and robotic channels. Small to medium-sized enterprises and social enterprise organisations with expertise in digital services may find this tender suitable for business growth and developing partnerships with the Northumbria Healthcare NHS Foundation Trust.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Contact centre solution

Notice Description

Procurement of a Contact centre solution for digital services - Stage 1 of restricted tender exercise. A refresh of the current contact management solution has been identified and it is the intention of the Trust to go out to market to evaluate innovative technologies and methods of service delivery. The current service handles internal and external engagements across all Trust sites with call volumes of circa 7,000 per day. This is predominately via voice, however the ability to handle SMS, web chat and robotic channels is becoming more prevalent. Additional information: To express interest and participate in the tender, please register and apply via Atamis e-sourcing portal https://health-family.force.com/s/Welcome. Should Tenderers have any queries, or having problems using the portal, they should contact Helpdesk at: Phone: 0800 9956035 E-mail: support-health@atamis.co.uk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ce0119a7-4956-4c45-b550-2e0d2ccf0a94
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Selective
Procurement Method Details
Restricted procedure (above threshold)
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

Notice Value(s)

Tender Value
£180,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
17 May 20241 years ago
Submission Deadline
7 Jun 2024Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
4 Sep 2024 - 6 Sep 2027 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NORTHUMBRIA HEALTHCARE NHS FOUNDATION TRUST
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
NEWCASTLE
Postcode
NE27 0QJ
Post Town
Newcastle upon Tyne
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC43 Tyneside
Delivery Location
TLC North East (England)
Local Authority
North Tyneside
Electoral Ward
Shiremoor
Westminster Constituency
Tynemouth

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598-2024-05-17T15:05:34+01:00",
    "date": "2024-05-17T15:05:34+01:00",
    "ocid": "ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "CF-2380900D0O000000rwimUAA",
        "title": "Contact centre solution",
        "description": "Procurement of a Contact centre solution for digital services - Stage 1 of restricted tender exercise. A refresh of the current contact management solution has been identified and it is the intention of the Trust to go out to market to evaluate innovative technologies and methods of service delivery. The current service handles internal and external engagements across all Trust sites with call volumes of circa 7,000 per day. This is predominately via voice, however the ability to handle SMS, web chat and robotic channels is becoming more prevalent. Additional information: To express interest and participate in the tender, please register and apply via Atamis e-sourcing portal https://health-family.force.com/s/Welcome. Should Tenderers have any queries, or having problems using the portal, they should contact Helpdesk at: Phone: 0800 9956035 E-mail: support-health@atamis.co.uk",
        "datePublished": "2024-05-17T15:05:34+01:00",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "48000000",
            "description": "Software package and information systems"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "postalCode": "NE25 0QJ"
                    },
                    {
                        "region": "North East",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 180000,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Restricted procedure (above threshold)",
        "tenderPeriod": {
            "endDate": "2024-06-07T12:00:00+01:00"
        },
        "contractPeriod": {
            "startDate": "2024-09-05T00:00:00+01:00",
            "endDate": "2027-09-06T23:59:59+01:00"
        },
        "suitability": {
            "sme": true,
            "vcse": true
        },
        "mainProcurementCategory": "goods",
        "documents": [
            {
                "id": "1",
                "documentType": "tenderNotice",
                "description": "Opportunity notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/ce0119a7-4956-4c45-b550-2e0d2ccf0a94",
                "datePublished": "2024-05-17T15:05:34+01:00",
                "format": "text/html",
                "language": "en"
            }
        ]
    },
    "parties": [
        {
            "id": "GB-CFS-283891",
            "name": "Northumbria Healthcare NHS Foundation Trust",
            "identifier": {
                "legalName": "Northumbria Healthcare NHS Foundation Trust"
            },
            "address": {
                "streetAddress": "Northumbria house, unit 7/8 silverfox way, cobalt business park",
                "locality": "Newcastle",
                "postalCode": "NE27 0QJ",
                "countryName": "GB"
            },
            "contactPoint": {
                "name": "Tyler McGough (RTF)",
                "email": "tyler.mcgough@northumbria-healthcare.nhs.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-CFS-283891",
        "name": "Northumbria Healthcare NHS Foundation Trust"
    }
}