Award

NP04725 Vaccination Service Contact Centre

THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)

This public procurement record has 1 release in its history.

Award

01 May 2025 at 00:00

OJEU - F3 - Contract Award Notice
Summary of the contracting process

The Common Services Agency, known as NHS National Services Scotland (NSS), has completed a procurement process for a Vaccination Service Contact Centre to support the Test Trace, Isolate, and Support (TTIS) Service, as instructed by the Scottish Government. Located in Edinburgh, the procurement falls under the Health industry category and has been executed using a limited procurement method, specifically an award procedure without a prior call for competition. The awarded contract, valued at £300,000, was finalised on 31 March 2025. The award stage has been reached, and the contract is active, running until potentially 31 March 2026 to ensure service continuity as per the Scottish Government and Public Health Scotland's request.

This tender provides significant business growth opportunities, particularly for firms specialising in virtual contact centre solutions and telecommunications. With a requirement to service up to 2,000 staff, mostly remotely, the contract necessitates advanced capabilities such as IVR routing, adaptable messaging, specific queuing and call handling, and rapid deployment. Thus, it is suited for large-scale service providers like 8x8 Limited, which was the successful supplier in this process. Companies capable of offering flexible, consumption-based commercial models are particularly well-suited to compete for similar future contracts, with an emphasis on rapid and adaptable service delivery to accommodate evolving public health needs.

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Notice Information

Notice Title

NP04725 Vaccination Service Contact Centre

Notice Description

NSS have been instructed by Scottish Government to assist the National rollout and ongoing support of the Test Trace, Isolate and Support (TTIS) Service. This contract provides a Virtual Contact Centre functionality to enable a number of agents to get in touch with Contacts as part of Contract Tracing which is a key element of the TTIS Programme.

Lot Information

Lot 1

Public Health Scotland require a cloud based Contact Centre that by necessity will need to deliver service to up to an estimated 2000 staff members, mostly working from home. The exact number of agents is unknown and will be driven by infection and re-infection rates in the expected "second Spike". Current Estimates on the required number of agents range from 50 - 2000. These Agents will require a Contact Centre with all normal enterprise Contact Centre functionality plus some specific routing and call handling requirements: 1) IVR routing that will direct calls to a "local" team for each of the Scottish health board regions 2) Easily Adaptable IVR messaging - delivering up to date information at the start of the call 3) Call Queuing based on Agent skills and experience for specialist enquiries 4) An outbound dialling capability to queue calls from a list created by the NHS NSS Hub Case Management System based on ServiceNow CSM. 5) Integration with this NHS NSS Hub to update client details and case notes following a call 6) Initially this Contact Centre will use voice channels only. 7) Contact Centre Agents will require access to supervisory teams. 8) Public Health Scotland Management Team will need regular, accurate reports on call volumes and other KPIs and the ability to auto generate reports and distribution to key stakeholders. 9) Agents, working from home will need both a contact centre agent desktop but also the telephony platform to make and answer calls. A unified Communications client, soft-phone, headset and DDI line. 10) Given the nature of this requirement, a rapid deployment is needed. 11) The Call Tracing Service will be in place for a minimum of 3 months and potentially up to 12. 12) Flexibility is a must, and a consumption based commercial model is preferable

Procurement Information

A Business Case is being developed by Public Health Scotland through the Scottish Immunisation and Vaccination Programme (SVIP) to procure a solution and there will be a requirement for a solution until this is in place. This solution will not be in place before March 2026. Scottish Government and PHS have requested that the solution continues to be available for the next 12 months period - to 31/03/2026.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000797633
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY529338
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
OJEU - F3 - Contract 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
£300,000 £100K-£500K

Notice Dates

Publication Date
1 May 20259 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
31 Mar 202510 months 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
Not specified
Contact Email
andrew.thong@nhs.scot
Contact Phone
+44 1312756000

Buyer Location

Locality
EDINBURGH
Postcode
EH12 9EB
Post Town
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
1
Supplier Name

8X8

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY529338
    NP04725 Vaccination Service Contact Centre - NSS have been instructed by Scottish Government to assist the National rollout and ongoing support of the Test Trace, Isolate and Support (TTIS) Service. This contract provides a Virtual Contact Centre functionality to enable a number of agents to get in touch with Contacts as part of Contract Tracing which is a key element of the TTIS Programme.

Open Contracting Data Standard (OCDS)

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