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NPIS - BT Cloud Contract

UK Health Security Agency

This public procurement record has 1 release in its history.

Award

01 Oct 2026 at 12:42

Award Notice
Summary of the contracting process

The UK Health Security Agency (UKHSA) bought a three-year cloud call-handling service for the National Poisons Information Service (NPIS), using Five9 software supplied through BT. This is a communications service centred on managing calls, rather than a purchase of general-purpose contact-management software. The contracting information associates the requirement with contact management software (CPV 48333000). The work is located in London, at UKHSA’s address in South Colonnade, E14. British Telecommunications Limited was selected to provide the service. The requirement is specifically for cloud call handling for NPIS; it is not described as a wider telephony or software programme. The buyer is UKHSA, the public body responsible for health security in the United Kingdom.

The procurement is complete and has been awarded to British Telecommunications Limited. The award was made on 28 September 2026. The contract runs from 30 September 2026 to 29 September 2029, with a value of £58,737.60. UKHSA used a selective process as a call-off from a framework agreement, specifically a direct award under the framework. The tender was classified as a services procurement. The stated tender submission deadline was 29 September 2026. The requirement was treated as unsuitable for small and medium-sized enterprises and voluntary, community or social enterprises. The procurement information gives the award and contract value as the same amount; no separate lot awards are recorded. The named supplier for the contract is British Telecommunications Limited.

For suppliers considering comparable work for UKHSA, this award demonstrates demand for a focused, cloud-based call-handling service supporting a public health information operation. A credible competitor would need to show that its platform can manage the NPIS call-handling requirement reliably and fit the buyer’s operational needs; experience delivering cloud contact or call-handling services would be directly relevant. The chosen route was a direct call-off from an existing framework, so framework access and the ability to satisfy its terms would be important to competing through the same route. UKHSA classified this requirement as unsuitable for SMEs and voluntary, community and social enterprises, indicating that the buyer selected a supplier for a requirement it did not consider suited to those organisation types. The work is specific to NPIS, rather than a broad contact-centre opportunity.

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Notice Information

Notice Title

NPIS - BT Cloud Contract

Notice Description

3 year contract with BT for the provision of Five9 cloud call handling

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-ff8fa0fa-2226-47c0-ac0a-dba8b63c9885
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/d613f421-a0a9-441e-ac80-878c79571460
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

48 - Software package and information systems

CPV Codes

48333000 - Contact management software package

Notice Value(s)

Tender Value
£58,737 Under £100K
Lots Value
Not specified
Awards Value
£58,737 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
1 Oct 20265 days ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
28 Sep 20261 weeks ago
Contract Period
30 Sep 2026 - 29 Sep 2029 3-4 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
UK Health Security Agency
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
E14 4PU
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
Not specified
Local Authority
Tower Hamlets
Electoral Ward
Canary Wharf
Westminster Constituency
Poplar and Limehouse

Supplier Information

Number of Suppliers
1
Supplier Name

BT PLC

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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