NHS 24 Contact Centre Customer Relationship Management System

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    "date": "2024-11-15T10:32:38Z",
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        "id": "NHS24/2023/755.",
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        "title": "NHS 24 Contact Centre Customer Relationship Management System",
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            "description": "IT services: consulting, software development, Internet and support"
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        "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.",
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                "description": "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.",
                "status": "cancelled",
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                    "description": "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"
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                    "description": "Owing to character limitations in the Contract Notice not all criteria and information relating to this procurement can be included in this notice. The Objective and Non-Discriminatory Criteria are set out in full in the SPD Instructions which can be accessed through the website referenced in section I.3. The SPD selection process will be carried out in 3 stages: Stage One: Compliance Check and Exclusion Grounds (Mandatory and Discretionary) (Pass/Fail) - that the Bidder has submitted a complete and compliant SPD response; and whether any of the Bidder's, consortium members and/or reliance entities (if any) are in breach of the mandatory grounds for exclusion or, in the case of the discretionary exclusion grounds, are considered ineligible at the discretion of NHS 24, in accordance with Part III of the SPD and Regulation 58 of the Regulations. Stage Two: Selection Criteria - Minimum Requirements (Pass/Fail) - that the Bidder meets the requisite economic and financial standing selection criteria deemed appropriate for the Project set out in Part 4 of the SPD Instructions; and meets the technical and professional ability selection criteria set out in Part 4 of the SPD Instructions. Stage Three: Down Selection: Bidders who pass Stage One and Stage Two will have their SPD response scored in accordance with the Down Selection Criteria. The Down Selection Criteria are set out in Part 4 of the SPD Instructions. The Down Selection Criteria will be applied to all Bidders that pass Stage 1 and Stage 2 to reduce the number of Bidders that are invited to negotiate. It is the intention of NHS 24 that four Bidders achieving the highest scores will be invited to negotiate but in the event of a tie for fourth place, all fourth placed Bidders will be invited to negotiate."
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                    "description": "Full details can be found in the SPD and the SPD Instructions which can be accessed through the website referenced in section I.3 of this Contract Notice. (4C.1.2) For full information on the requirement for 4C.1.2, please refer to the Additional Information/Selection Criteria column and Scoring Matrix/Weighting column of SPD ref. 4C.1.2 within the document titled NHS 24 - SPD Instructions - CRM and CC and section III.1.3 of the Contract Notice. Where the Bidder is relying on the technical experience of a Consortium Member or Reliance Entity to meet the requirements of the Selection Criteria and/or Down Selection Criteria, the experience relied on must be consistent with the Consortium Member's or Reliance Entity's role under this Project. The Selection Criteria and Down Selection Criteria will evaluate Bidders on the basis of: 1. Experience of providing a cloud, SAAS based contract for integrated CRM and CC systems 2. Experience using decision support software within a CRM 3. Experience working with a client to maximise self-management and increase the speed of introduction of changes during a CRM and CC contract, to improve the staff and customer experience 4. Experience of ensuring data and cyber security 5. Experience of training staff on the use of a new CRM and CC system 6. Experience implementing a CRM and CC system and helping a client transition from another system onto a new system 7. Experience of setting up testing and training environments to allow for new system developments to be tried before implementation 8. Experience of reporting from the system both for regular day / week / monthly reporting but also ad hoc interrogations 9. Experience of integration with other CRM and CC systems 10. Experience of working with a client to ensure their front-end CRM user experience maximised a single click ethos and compliance with processes. (4C.4) The Bidder has provided a statement of the relevant supply chain management and/or tracking systems used and confirmed in that statement that: - they have (or have access to) the relevant supply chain management and tracking systems to ensure a resilient and sustainable supply chain; - they have the systems in place to pay subcontractors through the supply chain promptly and effectively: and provide evidence of: a) their standard payment terms b) >=95% of all supply chain invoices being paid on time (in accordance with the terms of contract) in the last financial year. If the Bidder is unable to confirm (b) they must provide an improvement plan, signed by their Director to improve the payment performance. (4C.7) Bidders are required to demonstrate knowledge of the climate emergency and the impact of their organisation, including their organisation's own scope 1 and 2 emissions. Accepted evidence includes but is not limited to: A completed copy of the Bidder 'priority contract' Climate Change Plan Template in Appendix 2, including the bidder's calculated scope 1 and 2 carbon emissions and their planned projects and actions to reduce their carbon emissions. (4C.8.1) The Bidder must provide details of the average annual manpower for the last three years. (4C.8.2) The Bidder must provide details of the number of managerial staff for the last three years. Please separate the number and year separately. (4C.10) The Bidder must provide details of the proportion (i.e. percentage) of the contract that it intends to subcontract.",
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