Tender

Patient/Citizen Communications & Engagement Solutions

NHS SHARED BUSINESS SERVICES LTD (NHS SBS)

This public procurement record has 2 releases in its history.

TenderAmendment

18 Jun 2021 at 15:58

Tender Notice
Tender

09 Jun 2021 at 17:00

Tender Notice
Summary of the contracting process

The NHS Shared Business Services Ltd (NHS SBS) is seeking solutions for the Patient/Citizen Communications & Engagement Solutions framework aimed at improving healthcare interactions. The tender, classified under communication and telecommunication services, has a total value of £250 million, with a minimum contract value of £10 million. The tender period will end on 9th July 2021, and the contract is expected to start from 1st September 2021 and last until 31st August 2025. This procurement process follows an open procedure and is intended to enhance communications for the NHS in order to reduce missed appointments and improve patient satisfaction.

This tender presents significant opportunities for businesses in the communications and digital services sector, particularly those specialising in customer-focused solutions like online patient portals and self-service functionalities. Small and medium enterprises (SMEs) that can provide innovative communication methods—including digital, phone, mail, and SMS channels—are particularly encouraged to apply. Firms capable of delivering comprehensive engagement solutions that align with the NHS's digitisation agenda could greatly benefit from this initiative, as the framework aims to support enhanced patient pathways and operational efficiency amid increasing demand for healthcare services.

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Notice Information

Notice Title

Patient/Citizen Communications & Engagement Solutions

Notice Description

The objective of the Patient/Citizen Communications & Engagement Solutions Framework is to enhance interactions with citizens as they access the healthcare system to ensure all patients receive reminders, alerts and support when needed. Switching to a more customer focused solution including online patient portals and patient self-service functionality will lead to more successful patient pathways and experience. The framework is in response to the need within the NHS for better pre and post appointment communications, supporting healthcare professionals to provide effective clinical care while improving clinical efficiency and safety to drive increases in patient satisfaction. The requirement for the NHS to reduce the number of Did Not Attend (DNA) appointments and backlog of missed appointments due to COVID19 whilst delivering better and faster communication in an environment of increasing demand will require an increased capacity whilst working against financial constraints. The NHS needs to work in the most efficient ways possible and maximise value for money in delivering services and through any purchases it makes. The NHS Long Term Plan 2019 outlines the drive for digitisation. To support the delivery of this agenda NHS SBS is seeking to put in place a comprehensive framework agreement for the provision of Patient/Citizen Communications and Engagement Solutions. The framework aims to provide a simple, effective, efficient, and compliant route to market for the supply of communication methods to engage with patients, citizens and the workforce across NHS organisations and wider public sector bodies. It provides access to communications, alerts, reminders, and appointment technology, through a range of communication channels with Digital First, but ensuring inclusion is maximised by offering traditional methods such as Phone, Mail and SMS. Friends and Family Test (FFT) surveys can also be commissioned.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-335c24c0-519c-44e1-a62f-80a4ad70dd93
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/719bd6ab-fa6a-4da7-9364-6972fb725ad6
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Other - Other
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

64 - Postal and telecommunications services

72 - IT services: consulting, software development, Internet and support

CPV Codes

32000000 - Radio, television, communication, telecommunication and related equipment

32260000 - Data-transmission equipment

32500000 - Telecommunications equipment and supplies

32570000 - Communications equipment

32573000 - Communications control system

64000000 - Postal and telecommunications services

64227000 - Integrated telecommunications services

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
£250,000,000 £100M-£1B
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Jun 20214 years ago
Submission Deadline
16 Jul 2021Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
31 Aug 2021 - 31 Aug 2025 4-5 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
NHS SHARED BUSINESS SERVICES LTD (NHS SBS)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SALFORD
Postcode
M50 2UW
Post Town
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD34 Greater Manchester South West
Delivery Location
Not specified
Local Authority
Salford
Electoral Ward
Quays
Westminster Constituency
Salford

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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