---
title: "C10891 NHSBSA Contact Centre Platform Services"
ocid: "ocds-b5fd17-b055c459-722c-4deb-a4eb-a49f6648453c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b055c459-722c-4deb-a4eb-a49f6648453c"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b055c459-722c-4deb-a4eb-a49f6648453c.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b055c459-722c-4deb-a4eb-a49f6648453c.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NHS BUSINESS SERVICES AUTHORITY"
published: "2023-07-28"
---

# C10891 NHSBSA Contact Centre Platform Services

Buyer: NHS BUSINESS SERVICES AUTHORITY  
Current stage: Award  
OCID: ocds-b5fd17-b055c459-722c-4deb-a4eb-a49f6648453c

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## Summary

The NHS Business Services Authority has awarded a contract to Capita Business Services Limited for the provision of contact centre telephony services, with a total value of £5,094,561. The contract was procured via the Crown Commercial Services RM3808 Network Services 2 Framework under Lot 13 Contact Centre Services. The contract period is from April 19, 2023, to April 18, 2027, with the tender closing on January 16, 2023.

This opportunity for business growth is open to companies offering IT services, software development, and internet support, as per CPV classifications 72000000 and 72260000. The procurement method used was selective, involving a call-off from a framework agreement. Businesses with capabilities in contact centre technologies, digital solutions, and automation are well-suited to compete for this contract, based in Newcastle upon Tyne, United Kingdom.

## Notice

The Supplier will provide the following key outcomes: - The design build and test of a new contact centre telephony services to replace those provided by the incumbent supplier; - The migration of contact centre telephony services, NGN's and Intelligent Network (IN) capabilities from the Incumbent Sup - The discovery, strategic development, solution design, implementation and operation of new digital contact centre capabilities, including but not limited to NLP, virtual agent, self service automation, deflection - The migration and implementation to be delivered without impact to the operation of End to End Services; - Demonstrable progress in supporting NHSBSA's Modern Contact Centre transformation strategy - The operation of the migrated contact centre telephony services Additional information: Procured via the Crown Commercial Services RM3808 Network Services 2 Framework, Lot 13 Contact Centre Services. This contract has two 12 month options to extend, post the 4 year initial term.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/f8201257-5d06-480c-9810-77e91c21b3ce |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Not specified |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Jul 2023 |
| Submission deadline | 16 Jan 2023 |
| Future notice date | Not specified |
| Award date | 27 Jun 2023 |
| Contract period | 18 Apr 2023 - 18 Apr 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £5,094,561 |
| Lots value | Not specified |
| Awards value | £5,094,561 |
| 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 BUSINESS SERVICES AUTHORITY |
| Locality | NEWCASTLE UPON TYNE |
| Post town | Newcastle upon Tyne |
| Postcode | NE15 8NY |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | Newcastle upon Tyne |
| Electoral ward | Lemington |
| Westminster constituency | Newcastle upon Tyne Central and West |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CAPITA BUSINESS SERVICES LIMITED (PRIMARY |

## CPV Codes

### Divisions

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

### Codes

- 72000000 - IT services: consulting, software development, Internet and support
- 72260000 - Software-related services

## Release History

- 28 Jul 2023 at 15:15 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/f8201257-5d06-480c-9810-77e91c21b3ce

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/f8201257-5d06-480c-9810-77e91c21b3ce
  28th July 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/a5c88945-45f3-4131-8dec-b869fb5311b3
  NHSBSA Contact Centre Platform Services Core Terms
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/c2605469-5ed9-48af-b7cb-6a7b543b065b
  NHSBSA Contact Centre Platform Services RM3808 Further Competition Order Form

## 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-b055c459-722c-4deb-a4eb-a49f6648453c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b055c459-722c-4deb-a4eb-a49f6648453c.json.