Notice Information
Notice Title
National Contact Centre
Notice Description
The provision of an omni channel National Contact Centre (NCC) solution focused on providing the right solution for our existing and prospective donors via their channel of their choice at a time of their choosing
Lot Information
Lot 1
NHSBT is seeking the provision of an omni channel National Contact Centre (NCC) solution focused on providing the right solution for our existing and prospective donors via their channel of their choice at a time of their choosing.
We are looking for any potential provider to be able to demonstrate a strong record in delivering an integrated omni channel services including inbound and outbound calls, interactive messaging, social media, push messaging along with any experience of delivering effective channel deflection and digital solutions to meet the needs of a large and dedicated donor base, seamlessly facilitating the needs of existing and prospective Whole Blood, Plasma, Platelets and NHS Organ Donor Register (ODR) service users.
We are seeking discussions with suppliers to be able to provide NHSBT with best practice in the industry with regards to contact centre solutions to drive high quality, efficient and appropriate contacts with our Blood and Organ Donors, with recognition of the critically important role our service delivery provides in maintaining stocks across the NHS.
Contacts relate to appointment booking, queries, new donor registration, online technical support, administration and update of existing donor records and medical issues including responses to marketing campaigns. Effective Donor complaint handling and integration with current and future NHSBT systems.
** this is an updated prior information notice to inform of a change in timelines following the initial market engagement, please see new Estimated timeline below*****
Procurement Activity Timescales
Prior Information Notice (PIN) January 2024 & June 2024
Initial Supplier Engagement Day February 2024
Engagement with internal stakeholders April/Mary 2024
Draft specification completed July 2024
Prepare Invitation to Tender (ITT) Pack July- Nov 2024
Final Specification completed October 2024
Internal Approval to Proceed to Tender August - October 2024
Tender (ITT Issued) November 2024
Tender Evaluation January -April 2025
Approval to Proceed to Contract Award (FBC) April - May 2025
Standstill Period May 2025
Contract Award July 2025
Contract drafting Signature July 2025
Implementation (including IQ / OQ / PQ) August 25 - January 2026
Full go-live of new contract February 2026
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-04785b
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/019792-2024
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- Planning Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
72 - IT services: consulting, software development, Internet and support
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
72250000 - System and support services
79512000 - Call centre
Notice Value(s)
- Tender Value
- £35,000,000 £10M-£100M
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 28 Jun 20241 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 30 Jul 2025Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planned
- Lots Status
- Planned
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- NHS BLOOD AND TRANSPLANT
- Contact Name
- Louise Davenhill
- Contact Email
- louise.davenhill@nhsbt.nhs.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- BRISTOL
- Postcode
- BS16 7FG
- Post Town
- Bristol
- Country
- England
-
- Major Region (ITL 1)
- TLK South West (England)
- Basic Region (ITL 2)
- TLK5 West of England
- Small Region (ITL 3)
- TLK52 Bath & North East Somerset and South Gloucestershire
- Delivery Location
- Not specified
-
- Local Authority
- South Gloucestershire
- Electoral Ward
- Emersons Green
- Westminster Constituency
- Filton and Bradley Stoke
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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