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Additional Call Centre Capacity

The Common Services Agency (more commonly known as NHS National Services Scotland) ("NSS")

This public procurement record has 1 release in its history.

Award

15 Feb 2021 at 14:16

Award Notice
Summary of the contracting process

The procurement process for additional call centre capacity, initiated by the Common Services Agency (NHS National Services Scotland), is in the Award stage, having been completed on 3rd February 2021. This tender, identified as NSS202125, was valued at £60 million and pertains to services within the call centre industry (CPV: 79512000). The procurement employed an open procedure to ensure broad participation. The geographical focus for this contract is the UK, specifically addressing the needs arising from the ongoing requirements related to the Covid-19 pandemic and beyond.

This contract presents significant opportunities for businesses looking to expand in the call centre services sector. Companies that can offer scalable services, especially those with experience in crisis management and high-volume operations, would be well-suited to compete for such contracts. Given the previous engagement of both small and large enterprises—evidenced by a competitive bidding scenario with 17 bids received—prospective suppliers should consider aligning their service offerings with the strategic objectives of NHS Scotland and demonstrating quality and cost-effective solutions.

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Notice Information

Notice Title

Additional Call Centre Capacity

Notice Description

The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable.

Lot Information

Lot 1

The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable. NSS are seeking to put in place a multiple supplier Framework Agreement for the provision of Additional Call Centre Services as and when required to provide additional capacity and resilience to supplement any internal service.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-02932f
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/003016-2021
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Large, SME

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£60,000,000 £10M-£100M

Notice Dates

Publication Date
15 Feb 20215 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
3 Feb 20215 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
The Common Services Agency (more commonly known as NHS National Services Scotland) ("NSS")
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
EDINBURGH
Postcode
EH12 9EB
Postcode Area
Edinburgh
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM13 City of Edinburgh
Delivery Location
TLM Scotland
Local Authority
City of Edinburgh
Electoral Ward
Drum Brae/Gyle
Westminster Constituency
Edinburgh South West

Supplier Information

Number of Suppliers
9
Supplier Names

ASCENSOS

Advice Direct Scotland

Customer Experience People Ltd

HGS UK

Journeycall Ltd

Pursuit Digital Ltd

Serco

Sitel UK Limited

go-centric

Further Information

Open Contracting Data Standard (OCDS)

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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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