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Additional Call Centre Capacity

The Common Services Agency (more commonly known as NHS National Services Scotland) ("NSS")

This public procurement record has 2 releases in its history.

Award

15 Feb 2021 at 00:00

OJEU - F3 - Contract Award Notice
Tender

08 Dec 2020 at 00:00

OJEU - F2 - Contract Notice
Summary of the contracting process

The procurement process, titled "Additional Call Centre Capacity," is led by The Common Services Agency, commonly known as NHS National Services Scotland (NSS). This initiative falls under the health industry category, with the main location situated in Edinburgh, UK. Currently, the procurement stage is at the Award phase, having concluded on 3rd February 2021, following a successful tender that began its submission period on 10th December 2020 and culminated on 11th January 2021. The project has an estimated value of £60 million and was executed under an open procurement method to ensure widespread participation.

This tender represents significant opportunities for businesses focused on call centre services and is particularly well-suited for both large and small-to-medium enterprises (SMEs) involved in the provision of customer support, call handling, and related services. Companies with the capacity to rapidly scale their operations and maintain high service quality are encouraged to engage, as the successful bidders are expected to provide additional capacity to NHS authorities for current and ongoing requirements, potentially offering a steady stream of future contracts with the NHS network.

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Notice Information

Notice Title

Additional Call Centre Capacity

Notice Description

The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable.

Lot Information

Lot 1

The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable. NSS are seeking to put in place a multiple supplier Framework Agreement for the provision of Additional Call Centre Services as and when required to provide additional capacity and resilience to supplement any internal service.

Renewal: Optional extension of two one year periods annually

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000638302
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB406738
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
OJEU - F3 - 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

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£60,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£60,000,000 £10M-£100M

Notice Dates

Publication Date
15 Feb 20215 years ago
Submission Deadline
11 Jan 2021Expired
Future Notice Date
Not specified
Award Date
3 Feb 20215 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Not Specified
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
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
EDINBURGH
Postcode
EH12 9EB
Postcode Area
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

Supplier Information

Number of Suppliers
9
Supplier Names

ASCENSOS

Advice Direct Scotland

Customer Experience People Ltd

HGS UK

Journeycall Ltd

Pursuit Digital Ltd

Serco

Sitel UK Limited

go-centric

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC401892
    Additional Call Centre Capacity - The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable.
  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB406738
    Additional Call Centre Capacity - The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable.

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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