Award

COVID-19 Vaccination Helpline - Call Handling

NHS ENGLAND

This public procurement record has 1 release in its history.

Award

26 Feb 2021 at 15:57

Award Notice
Summary of the contracting process

The NHS England is seeking suppliers for the COVID-19 Vaccination Helpline - Call Handling project, which provides telephony-based services to facilitate vaccine appointment bookings. The procurement process is currently at the Award stage, with the contract having been awarded to Teleperformance Limited for a total value of £53,867,602, set to commence from 6th January 2021 and conclude on 7th July 2021. The services are required across multiple regions in the United Kingdom, including North East, London, and the South East. The procurement method used was a selective approach through a framework agreement, and the tender period concluded on 14th December 2020.

This contract presents significant growth opportunities for businesses specialising in call centre operations, IT support services, and customer relationship management software. Companies providing extensive telephony solutions and contact centre management services, particularly those with experience in health services, would be well-positioned to compete in similar future tenders. As this contract involves service provision in important sectors, businesses equipped to handle high volumes of inquiries and adept at managing large teams will find themselves at a competitive advantage.

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Notice Information

Notice Title

COVID-19 Vaccination Helpline - Call Handling

Notice Description

The COVID-19 Vaccination Helpline (CVH) is a telephony-based service that provides an alternative to the digital booking platform (National Booking Service) to facilitate the booking of vaccine appointments. This agreement supplies the inbound contact centre services required to deliver the CVH. This includes provision of: * call centre agents; * contact centre software licences; * CRM software licences; * IT support; and * related management services to manage and report on the provision of services.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7da9518f-8cde-4730-afa1-2d3e4f65d68d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/d073beaa-90ce-460a-a7fe-9c09cf73af43
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

Notice Value(s)

Tender Value
£53,867,602 £10M-£100M
Lots Value
Not specified
Awards Value
£53,867,602 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
26 Feb 20214 years ago
Submission Deadline
14 Dec 2020Expired
Future Notice Date
Not specified
Award Date
4 Jan 20215 years ago
Contract Period
6 Jan 2021 - 7 Jul 2021 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
Not specified
Contact Email
england.commercialqueries@nhs.net
Contact Phone
Not specified

Buyer Location

Locality
LEEDS
Postcode
LS2 7UE
Post Town
Leeds
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE42 Leeds
Delivery Location
TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England)
Local Authority
Leeds
Electoral Ward
Little London & Woodhouse
Westminster Constituency
Leeds Central and Headingley

Supplier Information

Number of Suppliers
1
Supplier Name

TELEPERFORMANCE

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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