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/081250-2025
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- UK6 - Contract 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
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
- Not specified
Notice Dates
- Publication Date
- 9 Dec 20252 months ago
- Submission Deadline
- Not specified
- Future Notice Date
- Not specified
- Award Date
- 11 Nov 20253 months ago
- Contract Period
- 4 Feb 2026 - 3 Feb 2030 4-5 years
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Complete
- Awards Status
- Pending
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- NHS SHARED BUSINESS SERVICES LIMITED
- Contact Name
- Not specified
- Contact Email
- nsbs.categorymanagementsourcing@nhs.net
- Contact Phone
- Not specified
Buyer Location
- Locality
- HEMEL HEMPSTEAD
- Postcode
- HP2 7AH
- Post Town
- Hemel Hempstead
- Country
- England
-
- Major Region (ITL 1)
- TLH East (England)
- Basic Region (ITL 2)
- TLH2 Bedfordshire and Hertfordshire
- Small Region (ITL 3)
- TLH27 South West Hertfordshire
- Delivery Location
- Not specified
-
- Local Authority
- Dacorum
- Electoral Ward
- Adeyfield East
- Westminster Constituency
- Hemel Hempstead
Further Information
Notice Documents
-
https://www.find-tender.service.gov.uk/Notice/081250-2025
9th December 2025 - Contract award notice on Find a Tender
Notice URLs
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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}
},
{
"id": "GB-COH-02578478",
"name": "X-ON HEALTH LIMITED",
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"scheme": "GB-COH",
"id": "02578478"
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{
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"id": "PYLL-8369-NLLM"
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],
"address": {
"streetAddress": "Glebe Farm Down Street",
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"postalCode": "RG25 2AD",
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"email": "products@x-on.co.uk"
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},
{
"id": "GB-COH-07711754",
"name": "ResQ Limited",
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"id": "07711754"
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"id": "PZNJ-5517-NCGZ"
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"address": {
"streetAddress": "1st Floor 1 Paragon Square",
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"postalCode": "HU1 3JZ",
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"countryName": "United Kingdom",
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},
"contactPoint": {
"email": "tenders@resqcs.co.uk"
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}
},
{
"id": "GB-COH-08785847",
"name": "TRINSIC LIMITED",
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"id": "PVLQ-8862-WGJZ"
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],
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},
{
"id": "GB-COH-03829462",
"name": "OPUS TRUST MARKETING LIMITED",
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"id": "03829462"
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"id": "PRDQ-8728-BYPN"
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"address": {
"streetAddress": "133 Scudamore Road",
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"postalCode": "LE3 1UQ",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKF21"
},
"contactPoint": {
"email": "bidteam@adaresec.com"
},
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},
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"description": "Induction Healthcare Group PLC Companies House number 11852026 Type Organisation Category Parent or subsidiary company Registered address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, UK Postal address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, U"
}
},
{
"id": "GB-COH-681528",
"name": "Allied Publicity Services (Manchester) Limited",
"identifier": {
"scheme": "GB-COH",
"id": "681528"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PLHR-2893-BNZQ"
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],
"address": {
"streetAddress": "APS Group, Chetham House, Bird Hall Lane",
"locality": "Stockport",
"postalCode": "SK3 0ZP",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKD35"
},
"contactPoint": {
"email": "tenders@theapsgroup.com"
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"url": "https://theapsgroup.com/",
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"vcse": false,
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}
},
{
"id": "GB-COH-01716891",
"name": "CFH DOCMAIL LTD",
"identifier": {
"scheme": "GB-COH",
"id": "01716891"
},
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{
"scheme": "GB-PPON",
"id": "PTXD-3245-GLLX"
}
],
"address": {
"streetAddress": "St Peter's Park, Westfield",
"locality": "Radstock, Somerset",
"postalCode": "BA3 3UP",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKK12"
},
"contactPoint": {
"email": "tenders@cfh.com"
},
"roles": [
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"details": {
"url": "http://www.cfh.com",
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},
"control": {
"description": "Induction Healthcare Group PLC Companies House number 11852026 Type Organisation Category Parent or subsidiary company Registered address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, UK Postal address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, U"
}
},
{
"id": "GB-COH-01628868",
"name": "CIVICA UK LIMITED",
"identifier": {
"scheme": "GB-COH",
"id": "01628868"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PCMJ-9641-QWWM"
}
],
"address": {
"streetAddress": "Southbank Central, 30 Stamford Street",
"locality": "London",
"postalCode": "SE1 9LQ",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKI44"
},
"contactPoint": {
"email": "BidSupport@civica.com"
},
"roles": [
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],
"details": {
"url": "https://www.civica.com/en-gb/",
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},
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}
},
{
"id": "GB-COH-11397316",
"name": "PENPOLE CONSULTING LTD",
"identifier": {
"scheme": "GB-COH",
"id": "11397316"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PLMG-5549-YJZT"
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],
"address": {
"streetAddress": "29 Great George Street",
"locality": "Bristol",
"postalCode": "BS1 5QT",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKK11"
},
"contactPoint": {
"email": "psopportunities@penpole.co.uk"
},
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"url": "http://penpole.co.uk",
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},
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"description": "Induction Healthcare Group PLC Companies House number 11852026 Type Organisation Category Parent or subsidiary company Registered address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, UK Postal address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, U"
}
},
{
"id": "GB-COH-03908160",
"name": "PICKER INSTITUTE EUROPE",
"identifier": {
"scheme": "GB-COH",
"id": "03908160"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PPGX-3762-YZTD"
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],
"address": {
"streetAddress": "Suite 6, Fountain House 1200 Parkway Court,",
"locality": "Oxford",
"postalCode": "OX4 2JY",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKJ14"
},
"contactPoint": {
"email": "picker.tenders@pickereurope.ac.uk"
},
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"url": "https://picker.org/",
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}
},
{
"id": "GB-COH-01271033",
"name": "RICOH UK LIMITED",
"identifier": {
"scheme": "GB-COH",
"id": "01271033"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PMHC-4165-CBLG"
}
],
"address": {
"streetAddress": "900 Pavilion Drive",
"locality": "Northampton",
"postalCode": "NN4 7RG",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKF24"
},
"contactPoint": {
"email": "bid.team@ricoh.co.uk"
},
"roles": [
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"url": "http://www.ricoh.co.uk",
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"vcse": false,
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},
"control": {
"description": "Induction Healthcare Group PLC Companies House number 11852026 Type Organisation Category Parent or subsidiary company Registered address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, UK Postal address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, U"
}
},
{
"id": "GB-COH-08198782",
"name": "WEBPOST LIMITED",
"identifier": {
"scheme": "GB-COH",
"id": "08198782"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PDLP-4626-MPTY"
}
],
"address": {
"streetAddress": "Sucklings Yard",
"locality": "Ware",
"postalCode": "SG12 9EN",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKH23"
},
"contactPoint": {
"email": "info@webpost.com"
},
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"details": {
"url": "http://www.webpost.com",
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"vcse": false,
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"shelteredWorkshop": false
},
"control": {
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}
},
{
"id": "GB-COH-03022416",
"name": "IQVIA LTD.",
"identifier": {
"scheme": "GB-COH",
"id": "03022416"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PBCP-5951-LYMH"
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],
"address": {
"streetAddress": "3 Forbury Place",
"locality": "Reading",
"postalCode": "RG1 3JH",
"country": "GB",
"countryName": "United Kingdom",
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},
"contactPoint": {
"email": "HSS_salesenablement@iqvia.com"
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"url": "http://www.iqvia.com",
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},
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}
},
{
"id": "GB-COH-06632290",
"name": "IWGC LIMITED",
"identifier": {
"scheme": "GB-COH",
"id": "06632290"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PQHZ-8759-PNJR"
}
],
"address": {
"streetAddress": "Suite 16 Fairfax House Cromwell Park",
"locality": "Chipping Norton",
"postalCode": "OX7 5SR",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKJ14"
},
"contactPoint": {
"email": "jon.twinn@iwantgreatcare.org"
},
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"url": "http://www.iwantgreatcare.org",
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"vcse": false,
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},
"control": {
"description": "Induction Healthcare Group PLC Companies House number 11852026 Type Organisation Category Parent or subsidiary company Registered address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, UK Postal address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, U"
}
},
{
"id": "GB-COH-00242246",
"name": "SERCO LIMITED",
"identifier": {
"scheme": "GB-COH",
"id": "00242246"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PMNV-5613-PQMY"
}
],
"address": {
"streetAddress": "Serco House, 16 Bartley Wood Business Park, Bartley Way",
"locality": "Hook, Hampshire",
"postalCode": "RG27 9UY",
"country": "GB",
"countryName": "United Kingdom",
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},
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"email": "generalenquiries@serco.com"
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"url": "https://www.serco.com/",
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},
"control": {
"description": "Induction Healthcare Group PLC Companies House number 11852026 Type Organisation Category Parent or subsidiary company Registered address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, UK Postal address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, U"
}
},
{
"id": "GB-COH-06990426",
"name": "SOCIALOPTIC LTD",
"identifier": {
"scheme": "GB-COH",
"id": "06990426"
},
"additionalIdentifiers": [
{
"scheme": "GB-PPON",
"id": "PQJQ-7952-HJGZ"
}
],
"address": {
"streetAddress": "2 Park Court",
"locality": "West Byfleet",
"postalCode": "KT14 6SD",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKJ25"
},
"contactPoint": {
"email": "info@socialoptic.com"
},
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"details": {
"url": "https://socialoptic.com/",
"scale": "sme",
"vcse": false,
"publicServiceMissionOrganization": false,
"shelteredWorkshop": false
},
"control": {
"description": "Induction Healthcare Group PLC Companies House number 11852026 Type Organisation Category Parent or subsidiary company Registered address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, UK Postal address c/o Pinsent Masons, 30 Crown Place, Earl Street, , London, EC2A 4ES, U"
}
}
],
"buyer": {
"id": "GB-COH-05280446",
"name": "NHS Shared Business Services Limited"
},
"tender": {
"id": "SBS10521",
"legalBasis": {
"id": "2023/54",
"scheme": "UKPGA",
"uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
},
"title": "Patient/Citizen Communication, Engagement & Hybrid Mail Solutions",
"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.",
"status": "complete",
"procurementMethod": "open",
"procurementMethodDetails": "Open procedure",
"techniques": {
"hasFrameworkAgreement": true
},
"lots": [
{
"id": "1",
"status": "complete"
},
{
"id": "2",
"status": "complete"
},
{
"id": "3",
"status": "complete"
},
{
"id": "4",
"status": "complete"
},
{
"id": "5",
"status": "complete"
},
{
"id": "6",
"status": "complete"
},
{
"id": "7",
"status": "complete"
}
]
},
"bids": {
"details": [
{
"id": "1",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-06233174",
"name": "AIRE LOGIC LIMITED"
}
],
"relatedLots": [
"1",
"2",
"5",
"7"
]
},
{
"id": "2",
"status": "valid",
"tenderers": [
{
"id": "GB-PPON-PGTT-3571-VLRM",
"name": "Attend Anywhere PTY Ltd"
}
],
"relatedLots": [
"1"
]
},
{
"id": "3",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-06414023",
"name": "CINOS LIMITED"
}
],
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"2",
"3",
"5",
"6",
"7"
]
},
{
"id": "4",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-02696956",
"name": "CONTINUOUS DATAPRINT (U.K.) LIMITED"
}
],
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"1",
"2",
"3",
"4",
"5",
"6",
"7"
]
},
{
"id": "5",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-11544587",
"name": "EBO.AI (UK) LTD"
}
],
"relatedLots": [
"1",
"2",
"3",
"5",
"6",
"7"
]
},
{
"id": "6",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-08149394",
"name": "ICNH LTD"
}
],
"relatedLots": [
"1",
"2",
"4",
"7"
]
},
{
"id": "7",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-13535125",
"name": "IMAIL COMMS LIMITED"
}
],
"relatedLots": [
"1",
"2",
"3",
"4",
"7"
]
},
{
"id": "8",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-04833052",
"name": "IMIMOBILE EUROPE LIMITED"
}
],
"relatedLots": [
"1",
"2",
"3",
"4",
"7"
]
},
{
"id": "9",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-02343859",
"name": "MBA GROUP LIMITED"
}
],
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"1",
"2",
"3",
"4",
"7"
]
},
{
"id": "10",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-14847297",
"name": "MED AUTOMATION LTD"
}
],
"relatedLots": [
"1",
"2",
"3",
"5",
"7"
]
},
{
"id": "11",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-02831215",
"name": "NETCALL TECHNOLOGY LIMITED"
}
],
"relatedLots": [
"1",
"2",
"3",
"7"
]
},
{
"id": "12",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-02084294",
"name": "PSL PRINT MANAGEMENT LTD"
}
],
"relatedLots": [
"1",
"2",
"4",
"7"
]
},
{
"id": "13",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-04543806",
"name": "RIVIAM DIGITAL CARE LIMITED"
}
],
"relatedLots": [
"1",
"5"
]
},
{
"id": "14",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-08294659",
"name": "ZESTY LIMITED"
}
],
"relatedLots": [
"1"
]
},
{
"id": "15",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-00435445",
"name": "HARLOW PRINTING LIMITED T/A HARLOW SOLUTIONS"
}
],
"relatedLots": [
"2",
"4",
"5",
"7"
]
},
{
"id": "16",
"status": "valid",
"tenderers": [
{
"id": "GB-COH-02788181",
"name": "PARAGON CUSTOMER COMMUNICATIONS (LONDON) LIMITED"
}
],
"relatedLots": [
"2",
"4",
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]
},
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