Planning

NHS 24 Contact Centre Customer Relationship Management System PIN

NHS 24

This public procurement record has 1 release in its history.

Planning

08 Sep 2023 at 00:00

OJEU - F1 - Prior Information Notice
Summary of the contracting process

The public procurement contracting process is led by NHS 24, a healthcare organisation based in Glasgow, UK. They are currently at the planning stage of a tender titled "NHS 24 Contact Centre Customer Relationship Management System PIN" in the Health industry category. This tender aims to explore options for replacement IT solutions related to Customer Relationship Management. The location for potential service delivery is Scotland, with a focus on technological platform implementation and integration. The key date for future notice regarding this opportunity is January 30, 2024.

This NHS 24 tender presents opportunities for businesses in the IT services sector, especially those offering Contact Centre and Customer Relationship Management solutions. Suppliers interested in providing technical platform implementation, customisation of workflows, and system integration services would be well-suited to compete. The tender's focus on high availability, resilience, and Business Intelligence capabilities indicates a demand for advanced technological solutions. Given the nature of this tender, businesses with expertise in integrated CC/CRM solutions and strong IT service delivery capabilities would have a competitive advantage in engaging with NHS 24.

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Notice Information

Notice Title

NHS 24 Contact Centre Customer Relationship Management System PIN

Notice Description

NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24's current CRM solution and to ascertain indicative costs. The information to be provided will help us better understand the current and developing market and to consider the way forward.

Lot Information

Lot 1

NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24's current CRM solution and to ascertain indicative costs. NHS 24 wishes to establish the marketplace for suitably qualified suppliers to provide services relating to leading Contact Centre and CRM Platforms including: -Technical platform implementation, maintenance, and support - Customisation of workflows and process automations - OMNI-channel ready, including high availability/high resilience. - Availability of 'Out-of-the-box' Management Information and Business Intelligence - Integration with other systems both internal and external (including Business Intelligence, Predictive Analytics and Workforce Management) NHS 24 are interested in hearing from suppliers of both Contact Centre (CC) and Customer Relationship Management (CRM) solutions, though we are looking for a single bid and expect details of how an integrated CC/CRM solution would be provided.. A questionnaire has been attached to this notice. Please complete and respond as per the instructions in the document. This is a market testing exercise which will allow the Authority to consider future options in this area.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000744259
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP487965
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
OJEU - F1 - Prior Information Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

72 - IT services: consulting, software development, Internet and support

CPV Codes

48000000 - Software package and information systems

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
Not specified

Notice Dates

Publication Date
8 Sep 20232 years ago
Submission Deadline
Not specified
Future Notice Date
30 Jan 2024Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NHS 24
Contact Name
Jim Binnie
Contact Email
jim.binnie@nhs.scot
Contact Phone
Not specified

Buyer Location

Locality
GLASGOW
Postcode
G81 4DY
Post Town
Glasgow
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM3 West Central Scotland
Small Region (ITL 3)
TLM31 East Dunbartonshire and West Dunbartonshire
Delivery Location
TLM Scotland
Local Authority
West Dunbartonshire
Electoral Ward
Clydebank Waterfront
Westminster Constituency
West Dunbartonshire

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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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