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Patient/Citizen Communication, Engagement & Hybrid Mail Solutions

NHS Shared Business Services Limited

This public procurement record has 2 releases in its history.

Award

27 Mar 2026 at 10:43

UK7 - Contract Details Notice
Award

09 Dec 2025 at 17:58

UK6 - Contract Award Notice
Summary of the contracting process

This procurement process managed by NHS Shared Business Services Limited has resulted in a framework agreement for Patient/Citizen Communication, Engagement & Hybrid Mail Solutions. The tender, which progressed through the 'Award' stage, commenced on 16th February 2026 and will conclude on 15th February 2030. It covers various Lots such as Digital Communication, Messaging, Voice, Hybrid Mail, Patient/Citizen Experience, Workforce Communications, and Combined Solutions. The procurement, carried out through an open procedure, had contracts awarded with an emphasis on delivering services to NHS and Social Care organisations across the UK, Guernsey, Isle of Man, and Jersey, within sectors including communication and IT services, and postal services.

This framework presents a fertile ground for various business growth opportunities, particularly for suppliers in digital communication, telecommunication, IT, and hybrid mail services sectors. SMEs, particularly those specialising in innovative communication solutions, are well-positioned to benefit from participating in providing services through these Lots. The procurement method allows for flexible participation, where businesses can opt to compete or, in specific cases, be awarded contracts without competition, maximising opportunities for partnering with healthcare organisations and scaling services efficiently.

How relevant is this notice?

Notice Information

Notice Title

Patient/Citizen Communication, Engagement & Hybrid Mail Solutions

Notice Description

NHS Shared Business Services act in an Agency capacity for and on behalf of its customers (Approved Organisations) - existing and new. These comprise of NHS and Social Care organisations (whether acting individually, or on behalf of, or together as members of any consortia) along with any other public or private sector bodies which NHS SBS authorises to use the resulting Framework. NHS Shared Business Services Limited (NHS SBS) has put in place a Framework Agreement for the provision of Procurement of Patient Communication, Engagement & Hybrid Mail Solutions and related Goods and Services for Healthcare to be used by NHS SBS Approved Organisations. Our Approved Organisation list can be found on: https://www.sbs.nhs.uk/services/framework-agreements-categories/ The framework includes: Lot 1 - Online (Digital) Communication Internet based online digital communication services and platforms such as smartphone applications, online Patient Engagement Portals (PEP), digital letters, digital delivery of correspondence and predictive analytics. Lot 2 - Messaging The provision of automated one way and two way messaging solutions including mobile messaging (SMS) and digital messaging platforms. Lot 3 - Voice The provision of an Agent Calls service based from Call Centres, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination. The scope also includes provision of automated one way and two way interactive voice recognition (IVR) services which can cater for different nationalities. The solutions can also cater for hard of hearing patients or are unable to communicate with IVR in the usual manor. Lot 4 - Hybrid Mail The provision of on and off-site bulk and traditional hybrid mail. Hybrid Mail Solutions provide alternative options to the physical print of mail items, including but not limited to SMS, email, or secure internet communications. Lot 5 - Patient/Citizen Experience Solutions are typically automated internet based online digital feedback services such as web based solutions and smartphone applications. This lot can include Friends & Family Test Service (FFT), surveys or any other services associated with surveys & feedback Lot 6 - Workforce Communications The provision of an automated one way and two way mobile audio messaging, paging and alerting service. This service is intended to replace outdated workforce communication methods such as fax machines and analogue pagers. Lot 7 - Combined Solutions Combined end-to-end communications that can include elements from any of the previous Lots.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-050972
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/028372-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details 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

32 - Radio, television, communication, telecommunication and related equipment

64 - Postal and telecommunications services

72 - IT services: consulting, software development, Internet and support

CPV Codes

32000000 - Radio, television, communication, telecommunication and related equipment

64000000 - Postal and telecommunications services

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£250,000,000 £100M-£1B
Contracts Value
£250,000,000 £100M-£1B

Notice Dates

Publication Date
27 Mar 20265 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
11 Nov 20259 months ago
Contract Period
16 Feb 2026 - 3 Feb 2030 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NHS Shared Business Services Limited
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
EC1A 7BL
Postcode Area
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
City of London
Electoral Ward
Farringdon Within
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
35
Supplier Names

AIRE LOGIC LIMITED

Allied Publicity Services (Manchester) Limited

Attend Anywhere PTY Ltd

CFH DOCMAIL LTD

CINOS LIMITED

CIVICA UK LIMITED

CONTINUOUS DATAPRINT (U.K.) LIMITED

EBO.AI (UK) LTD

HARLOW PRINTING LIMITED T/A HARLOW SOLUTIONS

ICNH LTD

IMAIL COMMS LIMITED

IMIMOBILE EUROPE LIMITED

IQVIA LTD.

IWGC LIMITED

MBA GROUP LIMITED

MED AUTOMATION LTD

Micom Technologies Ltd

NETCALL TECHNOLOGY LIMITED

OPUS TRUST MARKETING LIMITED

OPUS TRUST MARKETING LIMITED trading as Adare SEC

PARAGON CUSTOMER COMMUNICATIONS (LONDON) LIMITED

PENPOLE CONSULTING LTD

PICKER INSTITUTE EUROPE

PSL PRINT MANAGEMENT LTD

RICOH UK LIMITED

RIVIAM DIGITAL CARE LIMITED

ResQ Limited

SERCO LIMITED

SERVICE LEVEL MANAGEMENT LIMITED

SOCIALOPTIC LTD

SYNERTEC LIMITED

TRINSIC LIMITED

WEBPOST LIMITED

X-ON HEALTH LIMITED

ZESTY LIMITED

Further Information

Notice URLs

Open Contracting Data Standard (OCDS)

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