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ESNEFT3327 Liberty Converse CX (Digital & Voice Edition)

East Suffolk and North Essex NHS Foundation Trust

This public procurement record has 1 release in its history.

Award

22 Sep 2026 at 13:21

Award Notice
Summary of the contracting process

East Suffolk and North Essex NHS Foundation Trust commissioned a digital and voice customer-experience solution, Liberty Converse CX, for its Care Coordination Centre. The service supports the centre as a 24-hour, seven-day single point of access for community services across East and West Suffolk. Its operational scope includes managing high volumes of telephone calls and electronic referrals, and coordinating access to Integrated Neighbourhood Teams, REACT services and specialist community services. This is an information technology services requirement covering software, internet, support and related consultancy or development. Delivery is for community services across East and West Suffolk, with the buying organisation based in Colchester. The procurement was structured as one lot.

The procurement has been awarded and the tender is complete. East Suffolk and North Essex NHS Foundation Trust awarded the contract to Netcall Technology Limited, whose award is active. The contract was signed on 21 September 2026 for £205,416. The Trust used a limited procedure: an award without prior publication of a call for competition, justified on the basis that the supplier was the sole provider of the solution. One bid was recorded. Evaluation allocated 60% to cost, 30% to quality and 10% to social value. The procurement was covered by the Government Procurement Agreement. The single lot is recorded as cancelled, while the associated award and contract remain active.

This award demonstrates demand for integrated digital and voice customer-contact technology in NHS community-care operations. Suppliers competing for a similar requirement would need a credible platform for high-volume telephone handling and electronic referrals, with dependable support for a 24-hour, seven-day service. Relevant capability includes connecting callers and referrals to multiple community-service pathways, such as Integrated Neighbourhood Teams, REACT services and specialist services across East and West Suffolk. Competitors would also need to show strong service quality alongside competitive cost, because cost carried the greatest evaluation weighting, with quality and social value also assessed. The buyer’s sole-provider rationale means a future challenger would need to demonstrate a distinctive, fully supported solution rather than a loosely related IT service.

How relevant is this notice?

Notice Information

Notice Title

ESNEFT3327 Liberty Converse CX (Digital & Voice Edition)

Notice Description

The Care Coordination Centre (CCC) is the 24-hour, 7-day single point of access for community services across East and West Suffolk. It manages high volumes of telephone calls and electronic referrals and coordinates access to a wide range of community services, including Integrated Neighbourhood Teams, REACT services and specialist community services across both East and West Suffolk.

Lot Information

Lot 1

The Care Coordination Centre (CCC) is the 24-hour, 7-day single point of access for community services across East and West Suffolk. It manages high volumes of telephone calls and electronic referrals and coordinates access to a wide range of community services, including Integrated Neighbourhood Teams, REACT services and specialist community services across both East and West Suffolk.

Procurement Information

Sole Provider of Provided Solution

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-077780
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/089627-2026
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
£205,416 £100K-£500K

Notice Dates

Publication Date
22 Sep 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
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
East Suffolk and North Essex NHS Foundation Trust
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
COLCHESTER
Postcode
CO4 5JL
Postcode Area
Colchester
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH3 Essex
Small Region (ITL 3)
TLH34 Essex Haven Gateway
Delivery Location
Not specified
Local Authority
Colchester
Electoral Ward
Mile End
Westminster Constituency
Colchester

Supplier Information

Number of Suppliers
1
Supplier Name

Netcall Technology Limited

Further Information

Open Contracting Data Standard (OCDS)

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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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