Notice Information
Notice Title
NP04725 Vaccination Service Contact Centre
Notice Description
NSS have been instructed by Scottish Government to assist the National rollout and ongoing support of the Test Trace, Isolate and Support (TTIS) Service. This contract provides a Virtual Contact Centre functionality to enable a number of agents to get in touch with Contacts as part of Contract Tracing which is a key element of the TTIS Programme.
Lot Information
Lot 1
Public Health Scotland require a cloud based Contact Centre that by necessity will need to deliver service to up to an estimated 2000 staff members, mostly working from home. The exact number of agents is unknown and will be driven by infection and re-infection rates in the expected "second Spike". Current Estimates on the required number of agents range from 50 - 2000. These Agents will require a Contact Centre with all normal enterprise Contact Centre functionality plus some specific routing and call handling requirements: 1) IVR routing that will direct calls to a "local" team for each of the Scottish health board regions 2) Easily Adaptable IVR messaging - delivering up to date information at the start of the call 3) Call Queuing based on Agent skills and experience for specialist enquiries 4) An outbound dialling capability to queue calls from a list created by the NHS NSS Hub Case Management System based on ServiceNow CSM. 5) Integration with this NHS NSS Hub to update client details and case notes following a call 6) Initially this Contact Centre will use voice channels only. 7) Contact Centre Agents will require access to supervisory teams. 8) Public Health Scotland Management Team will need regular, accurate reports on call volumes and other KPIs and the ability to auto generate reports and distribution to key stakeholders. 9) Agents, working from home will need both a contact centre agent desktop but also the telephony platform to make and answer calls. A unified Communications client, soft-phone, headset and DDI line. 10) Given the nature of this requirement, a rapid deployment is needed. 11) The Call Tracing Service will be in place for a minimum of 3 months and potentially up to 12. 12) Flexibility is a must, and a consumption based commercial model is preferable
Procurement Information
A Business Case is being developed by Public Health Scotland through the Scottish Immunisation and Vaccination Programme (SVIP) to procure a solution and there will be a requirement for a solution until this is in place. This solution will not be in place before March 2026.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-050ae3
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/018232-2025
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Limited
- Procurement Method Details
- Award procedure without prior publication of a call for competition
- Tender Suitability
- Not specified
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
72 - IT services: consulting, software development, Internet and support
-
- CPV Codes
72000000 - IT services: consulting, software development, Internet and support
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- £300,000 £100K-£500K
Notice Dates
- Publication Date
- 1 May 20259 months ago
- Submission Deadline
- Not specified
- Future Notice Date
- Not specified
- Award Date
- 30 Mar 202510 months 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
- THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)
- Contact Name
- Not specified
- Contact Email
- paul.mckinney@nhs.scot
- Contact Phone
- +44 1312756000
Buyer Location
- Locality
- EDINBURGH
- Postcode
- EH12 9EB
- Post Town
- Edinburgh
- Country
- Scotland
-
- Major Region (ITL 1)
- TLM Scotland
- Basic Region (ITL 2)
- TLM1 East Central Scotland
- Small Region (ITL 3)
- TLM13 City of Edinburgh
- Delivery Location
- TLM Scotland
-
- Local Authority
- City of Edinburgh
- Electoral Ward
- Drum Brae/Gyle
- Westminster Constituency
- Edinburgh South West
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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