---
title: "COVID-19 Vaccination Helpline - Call Handling"
ocid: "ocds-b5fd17-7da9518f-8cde-4730-afa1-2d3e4f65d68d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7da9518f-8cde-4730-afa1-2d3e4f65d68d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7da9518f-8cde-4730-afa1-2d3e4f65d68d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-7da9518f-8cde-4730-afa1-2d3e4f65d68d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NHS ENGLAND"
published: "2021-02-26"
---

# COVID-19 Vaccination Helpline - Call Handling

Buyer: NHS ENGLAND  
Current stage: Award  
OCID: ocds-b5fd17-7da9518f-8cde-4730-afa1-2d3e4f65d68d

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## Summary

The NHS England is seeking suppliers for the COVID-19 Vaccination Helpline - Call Handling project, which provides telephony-based services to facilitate vaccine appointment bookings. The procurement process is currently at the Award stage, with the contract having been awarded to Teleperformance Limited for a total value of £53,867,602, set to commence from 6th January 2021 and conclude on 7th July 2021. The services are required across multiple regions in the United Kingdom, including North East, London, and the South East. The procurement method used was a selective approach through a framework agreement, and the tender period concluded on 14th December 2020.

This contract presents significant growth opportunities for businesses specialising in call centre operations, IT support services, and customer relationship management software. Companies providing extensive telephony solutions and contact centre management services, particularly those with experience in health services, would be well-positioned to compete in similar future tenders. As this contract involves service provision in important sectors, businesses equipped to handle high volumes of inquiries and adept at managing large teams will find themselves at a competitive advantage.

## Notice

The COVID-19 Vaccination Helpline (CVH) is a telephony-based service that provides an alternative to the digital booking platform (National Booking Service) to facilitate the booking of vaccine appointments. This agreement supplies the inbound contact centre services required to deliver the CVH. This includes provision of: * call centre agents; * contact centre software licences; * CRM software licences; * IT support; and * related management services to manage and report on the provision of services.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d073beaa-90ce-460a-a7fe-9c09cf73af43 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 26 Feb 2021 |
| Submission deadline | 14 Dec 2020 |
| Future notice date | Not specified |
| Award date | 4 Jan 2021 |
| Contract period | 6 Jan 2021 - 7 Jul 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £53,867,602 |
| Lots value | Not specified |
| Awards value | £53,867,602 |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS ENGLAND |
| Locality | LEEDS |
| Post town | Leeds |
| Postcode | LS2 7UE |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Little London & Woodhouse |
| Westminster constituency | Leeds Central and Headingley |
| Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TELEPERFORMANCE |

## CPV Codes

### Divisions

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

### Codes

- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security

## Release History

- 26 Feb 2021 at 15:57 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d073beaa-90ce-460a-a7fe-9c09cf73af43

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d073beaa-90ce-460a-a7fe-9c09cf73af43
  26th February 2021 - Awarded contract notice on Contracts Finder

## 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-b5fd17-7da9518f-8cde-4730-afa1-2d3e4f65d68d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7da9518f-8cde-4730-afa1-2d3e4f65d68d.json.