OMNICHANEL

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-0660d3-2026-03-03T13:18:46Z",
    "date": "2026-03-03T13:18:46Z",
    "ocid": "ocds-h6vhtk-0660d3",
    "description": "(WA Ref:162337)",
    "initiationType": "tender",
    "tender": {
        "id": "CAV-DIR(25-26)149",
        "legalBasis": {
            "id": "32014L0024",
            "scheme": "CELEX"
        },
        "title": "OMNICHANEL",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "48000000",
            "description": "Software package and information systems"
        },
        "mainProcurementCategory": "goods",
        "description": "This contract provides an integrated, cloud-based communication platform for the Wales Medicines Advice Service (WMAS), enhancing accessibility, efficiency, and collaboration across NHS Wales. The solution unifies multiple communication routes, including telephone email, SMS, WhatsApp, social media and chatbot/web assist, within a single system, supports mobile, tablet, and desktop use, and ensures NHS compliant secure data hosting. It offers integration with Consultant Connect and the Welsh Clinical Portal, real-time reporting and analytics for monitoring performance, and robust business continuity arrangements including failover testing and dedicated support.",
        "lots": [
            {
                "id": "1",
                "description": "This contract provides an integrated, cloud-based communication platform for the Wales Medicines Advice Service (WMAS), enhancing accessibility, efficiency, and collaboration across NHS Wales. The solution unifies multiple communication routes, including telephone email, SMS, WhatsApp, social media and chatbot/web assist, within a single system, supports mobile, tablet, and desktop use, and ensures NHS compliant secure data hosting. It offers integration with Consultant Connect and the Welsh Clinical Portal, real-time reporting and analytics for monitoring performance, and robust business continuity arrangements including failover testing and dedicated support",
                "awardCriteria": {
                    "criteria": [
                        {
                            "name": "Quality",
                            "type": "quality",
                            "description": "90"
                        },
                        {
                            "type": "price",
                            "description": "10"
                        }
                    ]
                },
                "hasOptions": false,
                "status": "cancelled"
            }
        ],
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "48000000",
                        "description": "Software package and information systems"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKL22"
                    }
                ],
                "deliveryLocation": {
                    "description": "University Hospital of Wales Heath Park Cardiff South Glamorgan CF14 4XW"
                },
                "relatedLot": "1"
            }
        ],
        "procurementMethod": "limited",
        "procurementMethodDetails": "Award procedure without prior publication of a call for competition",
        "coveredBy": [
            "GPA"
        ],
        "procurementMethodRationaleClassifications": [
            {
                "id": "D_OUTSIDE_SCOPE",
                "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL",
                "description": "The procurement falls outside the scope of application of the directive"
            }
        ],
        "procurementMethodRationale": "A direct award via a transparency notice was justified as the most compliant and efficient route to secure continuity of the WMAS omnichannel communication platform, as the required solution was already available through an established framework containing pre-qualified suppliers that had undergone rigorous assessment of technical capability, financial standing, security, and information-governance compliance; the chosen supplier demonstrably met the exact service specification, integrated with existing NHS Wales digital infrastructure, and offered a fully mature, market-ready product, making further competition unnecessary and disproportionate. Using a transparency notice ensured compliance with procurement regulations by openly declaring the intention to award, maintained full auditability and accountability, and enabled WMAS to avoid service disruption, minimise administrative burden, and deliver improved value and functionality at reduced cost compared with the previous arrangement."
    },
    "awards": [
        {
            "id": "018922-2026-CAV-DIR (2025 -2026) 149-1",
            "relatedLots": [
                "1"
            ],
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-FTS-175919",
                    "name": "NETCALL TECHNOLOGY LIMITED"
                }
            ]
        }
    ],
    "parties": [
        {
            "id": "GB-FTS-175905",
            "name": "Cardiff and Vale University Health Board",
            "identifier": {
                "legalName": "Cardiff and Vale University Health Board"
            },
            "address": {
                "streetAddress": "Woodland House",
                "locality": "Cardiff",
                "region": "UK",
                "postalCode": "CF14 4HH",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "telephone": "+44 2921501500",
                "email": "Nicola.williams33@wales.nhs.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://nwssp.nhs.wales/ourservices/procurement-services/",
                "buyerProfile": "https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0221",
                "classifications": [
                    {
                        "id": "REGIONAL_AUTHORITY",
                        "scheme": "TED_CA_TYPE",
                        "description": "Regional or local authority"
                    },
                    {
                        "id": "07",
                        "scheme": "COFOG",
                        "description": "Health"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-175919",
            "name": "NETCALL TECHNOLOGY LIMITED",
            "identifier": {
                "legalName": "NETCALL TECHNOLOGY LIMITED"
            },
            "address": {
                "streetAddress": "Suite 203, Bedford Heights Brickhill Drive",
                "locality": "Bedford",
                "region": "UKH24",
                "postalCode": "MK417PH",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "telephone": "+44 03303336100"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "large"
            }
        },
        {
            "id": "GB-FTS-111",
            "name": "High Court",
            "identifier": {
                "legalName": "High Court"
            },
            "address": {
                "streetAddress": "Royal Courts of Justice, The Strand",
                "locality": "London",
                "postalCode": "WC2A 2LL",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "telephone": "+44 2079477501"
            },
            "roles": [
                "reviewBody"
            ]
        }
    ],
    "buyer": {
        "id": "GB-FTS-175905",
        "name": "Cardiff and Vale University Health Board"
    },
    "contracts": [
        {
            "id": "018922-2026-CAV-DIR (2025 -2026) 149-1",
            "awardID": "018922-2026-CAV-DIR (2025 -2026) 149-1",
            "status": "active",
            "value": {
                "amount": 30402,
                "currency": "GBP"
            },
            "dateSigned": "2026-01-06T00:00:00Z"
        }
    ],
    "bids": {
        "statistics": [
            {
                "id": "1",
                "measure": "bids",
                "relatedLot": "1",
                "value": 1
            },
            {
                "id": "2",
                "measure": "smeBids",
                "relatedLot": "1",
                "value": 0
            },
            {
                "id": "3",
                "measure": "foreignBidsFromEU",
                "relatedLot": "1",
                "value": 1
            },
            {
                "id": "4",
                "measure": "foreignBidsFromNonEU",
                "relatedLot": "1",
                "value": 0
            },
            {
                "id": "5",
                "measure": "electronicBids",
                "relatedLot": "1",
                "value": 1
            }
        ]
    },
    "language": "en"
}