---
title: "Contact centre solution"
ocid: "ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "NORTHUMBRIA HEALTHCARE NHS FOUNDATION TRUST"
published: "2024-05-17"
---

# Contact centre solution

Buyer: NORTHUMBRIA HEALTHCARE NHS FOUNDATION TRUST  
Current stage: Tender  
OCID: ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598

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## Summary

The Northumbria Healthcare NHS Foundation Trust is seeking a Contact Centre Solution for digital services through a selective procurement method. The contract value is £180,000 in GBP, with a tender deadline of June 7, 2024. The contract period is from September 5, 2024, to September 6, 2027. The procurement falls under the goods category and is targeted at small and medium-sized enterprises and voluntary, community, and social enterprise organisations. The procurement is located in Newcastle, North East, United Kingdom.

This tender presents an opportunity for businesses in the software package and information systems industry to provide innovative technologies for contact management services. Companies suited for this tender are those capable of delivering contact solutions handling voice, SMS, web chat, and robotic channels. Small to medium-sized enterprises and social enterprise organisations with expertise in digital services may find this tender suitable for business growth and developing partnerships with the Northumbria Healthcare NHS Foundation Trust.

## Notice

Procurement of a Contact centre solution for digital services - Stage 1 of restricted tender exercise. A refresh of the current contact management solution has been identified and it is the intention of the Trust to go out to market to evaluate innovative technologies and methods of service delivery. The current service handles internal and external engagements across all Trust sites with call volumes of circa 7,000 per day. This is predominately via voice, however the ability to handle SMS, web chat and robotic channels is becoming more prevalent. Additional information: To express interest and participate in the tender, please register and apply via Atamis e-sourcing portal https://health-family.force.com/s/Welcome. Should Tenderers have any queries, or having problems using the portal, they should contact Helpdesk at: Phone: 0800 9956035 E-mail: support-health@atamis.co.uk

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ce0119a7-4956-4c45-b550-2e0d2ccf0a94 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Restricted procedure (above threshold) |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 May 2024 |
| Submission deadline | 7 Jun 2024 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 4 Sep 2024 - 6 Sep 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £180,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Not specified |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NORTHUMBRIA HEALTHCARE NHS FOUNDATION TRUST |
| Locality | NEWCASTLE |
| Post town | Newcastle upon Tyne |
| Postcode | NE27 0QJ |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | North Tyneside |
| Electoral ward | Shiremoor |
| Westminster constituency | Tynemouth |
| Delivery location | TLC North East (England) |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 17 May 2024 at 14:05 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/ce0119a7-4956-4c45-b550-2e0d2ccf0a94

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ce0119a7-4956-4c45-b550-2e0d2ccf0a94
  17th May 2024 - Opportunity notice on Contracts Finder

## Notice URLs

- https://health-family.force.com/s/Welcome

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-16a6fc40-918f-4af3-9291-ffc1f3ff4598.json.