Award

C10891 NHSBSA Contact Centre Platform Services

NHS BUSINESS SERVICES AUTHORITY

This public procurement record has 1 release in its history.

Award

28 Jul 2023 at 15:15

Award Notice
Summary of the contracting process

The NHS Business Services Authority has awarded a contract to Capita Business Services Limited for the provision of contact centre telephony services, with a total value of £5,094,561. The contract was procured via the Crown Commercial Services RM3808 Network Services 2 Framework under Lot 13 Contact Centre Services. The contract period is from April 19, 2023, to April 18, 2027, with the tender closing on January 16, 2023.

This opportunity for business growth is open to companies offering IT services, software development, and internet support, as per CPV classifications 72000000 and 72260000. The procurement method used was selective, involving a call-off from a framework agreement. Businesses with capabilities in contact centre technologies, digital solutions, and automation are well-suited to compete for this contract, based in Newcastle upon Tyne, United Kingdom.

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Notice Information

Notice Title

C10891 NHSBSA Contact Centre Platform Services

Notice Description

The Supplier will provide the following key outcomes: - The design build and test of a new contact centre telephony services to replace those provided by the incumbent supplier; - The migration of contact centre telephony services, NGN's and Intelligent Network (IN) capabilities from the Incumbent Sup - The discovery, strategic development, solution design, implementation and operation of new digital contact centre capabilities, including but not limited to NLP, virtual agent, self service automation, deflection - The migration and implementation to be delivered without impact to the operation of End to End Services; - Demonstrable progress in supporting NHSBSA's Modern Contact Centre transformation strategy - The operation of the migrated contact centre telephony services Additional information: Procured via the Crown Commercial Services RM3808 Network Services 2 Framework, Lot 13 Contact Centre Services. This contract has two 12 month options to extend, post the 4 year initial term.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-b055c459-722c-4deb-a4eb-a49f6648453c
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/f8201257-5d06-480c-9810-77e91c21b3ce
Current Stage
Award
All Stages
Award

Procurement Classification

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

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

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

72260000 - Software-related services

Notice Value(s)

Tender Value
£5,094,561 £1M-£10M
Lots Value
Not specified
Awards Value
£5,094,561 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
28 Jul 20232 years ago
Submission Deadline
16 Jan 2023Expired
Future Notice Date
Not specified
Award Date
27 Jun 20232 years ago
Contract Period
18 Apr 2023 - 18 Apr 2027 4-5 years
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 BUSINESS SERVICES AUTHORITY
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 UPON TYNE
Postcode
NE15 8NY
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
Not specified
Local Authority
Newcastle upon Tyne
Electoral Ward
Lemington
Westminster Constituency
Newcastle upon Tyne Central and West

Supplier Information

Number of Suppliers
1
Supplier Name

CAPITA BUSINESS SERVICES LIMITED (PRIMARY

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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