Notice Information
Notice Title
NHS 24 Contact Centre Customer Relationship Management System
Notice Description
The NHS 24 Digital Transformation Programme requires replacement of several of the information technology solutions used to deliver services to patients in Scotland. This award is to appoint a service integrator and software solutions to provide an integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. These are the two main systems NHS 24 uses to interact directly with people who have urgent medical needs and are essential for us to effectively triage them safely.
Lot Information
Lot 1
NHS 24 required replacement information technology solutions to deliver functionality of IT systems generically known as Contact Centre (CC) and Customer Relationship Management (CRM). NHS 24 has awarded a contract with a suitably qualified supplier to provide integrated CC and CRM systems and related services. This is a contract for 5 years (plus one extension of up to 2 years) for a user friendly integrated system provided as software as service and cloud hosted. The intention is that the solution will be implemented by September 2025. It is important that the contract, solution and supplier support NHS 24 to provide safe digital services that connect the people of Scotland to the care they need. This includes supporting innovation throughout the duration of the contract, so that we offer choice and convenience to people seeking healthcare advice. Our mission is to provide the right care at the right place, 24/7. There are around 2m calls to NHS 24 each year and over 100m page views on the NHS Inform website. Through this contract award there is the opportunity to enhance our digital services with a modern multi-channel approach. High availability, so the people of Scotland can have confidence to reach us, all day every day, and increased flexibility to allow us to respond to the needs of people seeking healthcare advice (for example that IVR options can be changed by NHS 24 to reflect live service pressures or people can interact while on the IVR) are key considerations.
Renewal: The Contact Centre Customer Relationship Management System contract will be for an initial period of 5 years with a subsequent optional extension of 2 years
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-03fb63
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/036965-2024
- Current Stage
- Award
- All Stages
- Planning, Tender, Award
Procurement Classification
- Notice Type
- Planning Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Competitive procedure with negotiation
- Tender Suitability
- Not specified
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
72 - IT services: consulting, software development, Internet and support
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
45100000 - Site preparation work
48000000 - Software package and information systems
48510000 - Communication software package
48517000 - IT software package
48600000 - Database and operating software package
48610000 - Database systems
48613000 - Electronic data management (EDM)
48810000 - Information systems
48811000 - E-mail system
48921000 - Automation system
72000000 - IT services: consulting, software development, Internet and support
72310000 - Data-processing services
72317000 - Data storage services
72416000 - Application service providers
79512000 - Call centre
80500000 - Training services
Notice Value(s)
- Tender Value
- £28,000,000 £10M-£100M
- Lots Value
- £28,000,000 £10M-£100M
- Awards Value
- Not specified
- Contracts Value
- £40,000,000 £10M-£100M
Notice Dates
- Publication Date
- 15 Nov 20241 years ago
- Submission Deadline
- 17 Jan 2024Expired
- Future Notice Date
- 30 Jan 2024Expired
- Award Date
- 12 Oct 20241 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
- NHS 24
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
Buyer Location
- Locality
- GLASGOW
- Postcode
- G52 4RU
- Postcode Area
- Glasgow
- Country
- Scotland
-
- Major Region (ITL 1)
- TLM Scotland
- Basic Region (ITL 2)
- TLM3 West Central Scotland
- Small Region (ITL 3)
- TLM32 Glasgow City
- Delivery Location
- TLM Scotland
-
- Local Authority
- Glasgow City
- Electoral Ward
- Cardonald
- Westminster Constituency
- Paisley and Renfrewshire North
Further Information
Notice URLs
Open Contracting Data Standard (OCDS)
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.