Award

NHS 24 Contact Centre Customer Relationship Management System

NHS 24

This public procurement record has 2 releases in its history.

Award

15 Nov 2024 at 00:00

Tender

08 Dec 2023 at 00:00

Summary of the contracting process

NHS 24, based in Glasgow, is in the process of transforming its digital services through the procurement of a new integrated Contact Centre (CC) and Customer Relationship Management (CRM) system. This procurement falls under the "Health" industry category. The competitive procedure with negotiation has resulted in the contract being awarded to Coforge UK Limited, with the contract starting from 12 October 2024. The project aims to replace multiple information technology systems with a unified solution to better serve patients in Scotland. This contract, valued at £40 million, spans five years with a possible two-year extension, and is scheduled to be implemented by September 2025.

This tender provides significant opportunities for businesses, particularly those specialising in IT services, software solution integration, and digital transformation. Companies with capabilities in comprehensive IT systems, cloud-based services, and customer relationship management would find this procurement suitable. The anticipated need for continuous innovation and high service availability makes it an attractive proposition for firms eager to showcase their expertise in supporting critical healthcare infrastructure. This contract is pivotal for any business aiming to foster long-term growth while contributing to enhancing public health services.

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Notice Title

NHS 24 Contact Centre Customer Relationship Management System

Notice Description

The NHS 24 Digital Transformation Programme requires replacement of several of the information technology solutions used to deliver services to patients in Scotland. This award is to appoint a service integrator and software solutions to provide an integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. These are the two main systems NHS 24 uses to interact directly with people who have urgent medical needs and are essential for us to effectively triage them safely.

Lot Information

Lot 1

NHS 24 required replacement information technology solutions to deliver functionality of IT systems generically known as Contact Centre (CC) and Customer Relationship Management (CRM). NHS 24 has awarded a contract with a suitably qualified supplier to provide integrated CC and CRM systems and related services. This is a contract for 5 years (plus one extension of up to 2 years) for a user friendly integrated system provided as software as service and cloud hosted. The intention is that the solution will be implemented by September 2025. It is important that the contract, solution and supplier support NHS 24 to provide safe digital services that connect the people of Scotland to the care they need. This includes supporting innovation throughout the duration of the contract, so that we offer choice and convenience to people seeking healthcare advice. Our mission is to provide the right care at the right place, 24/7. There are around 2m calls to NHS 24 each year and over 100m page views on the NHS Inform website. Through this contract award there is the opportunity to enhance our digital services with a modern multi-channel approach. High availability, so the people of Scotland can have confidence to reach us, all day every day, and increased flexibility to allow us to respond to the needs of people seeking healthcare advice (for example that IVR options can be changed by NHS 24 to reflect live service pressures or people can interact while on the IVR) are key considerations.

Renewal: The Contact Centre Customer Relationship Management System contract will be for an initial period of 5 years with a subsequent optional extension of 2 years

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000752666
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV518403
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
OJEU - F3 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive procedure with negotiation
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

45 - Construction work

48 - Software package and information systems

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

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

80 - Education and training services


CPV Codes

45100000 - Site preparation work

48000000 - Software package and information systems

48510000 - Communication software package

48517000 - IT software package

48600000 - Database and operating software package

48610000 - Database systems

48613000 - Electronic data management (EDM)

48810000 - Information systems

48811000 - E-mail system

48921000 - Automation system

72000000 - IT services: consulting, software development, Internet and support

72310000 - Data-processing services

72317000 - Data storage services

72416000 - Application service providers

79512000 - Call centre

80500000 - Training services

Notice Value(s)

Tender Value
£28,000,000 £10M-£100M
Lots Value
£28,000,000 £10M-£100M
Awards Value
Not specified
Contracts Value
£40,000,000 £10M-£100M

Notice Dates

Publication Date
15 Nov 20241 years ago
Submission Deadline
17 Jan 2024Expired
Future Notice Date
Not specified
Award Date
12 Oct 20241 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

Contracting Authority (Buyer)

Main Buyer
NHS 24
Contact Name
George Futcher
Contact Email
george.futcher@nhs.scot
Contact Phone
+44 7798870171

Buyer Location

Locality
GLASGOW
Postcode
G52 4RU
Post Town
Glasgow
Country
Scotland

Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM3 West Central Scotland
Small Region (ITL 3)
TLM32 Glasgow City
Delivery Location
TLM Scotland

Local Authority
Glasgow City
Electoral Ward
Cardonald
Westminster Constituency
Paisley and Renfrewshire North

Supplier Information

Number of Suppliers
1
Supplier Name

COFORGE

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC494467
    NHS 24 Contact Centre Customer Relationship Management System - The NHS 24 Digital Transformation Programme is exploring options for replacement of several of the information technology solutions used to deliver services to patients in Scotland. This document and procurement process are focused on finding solutions for an integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. These are the two main systems NHS 24 uses to interact directly with people who have urgent medical needs and are essential for us to effectively triage them safely .
  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=NOV518403
    NHS 24 Contact Centre Customer Relationship Management System - The NHS 24 Digital Transformation Programme requires replacement of several of the information technology solutions used to deliver services to patients in Scotland. This award is to appoint a service integrator and software solutions to provide an integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. These are the two main systems NHS 24 uses to interact directly with people who have urgent medical needs and are essential for us to effectively triage them safely.

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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