---
title: "Additional Call Centre Capacity"
ocid: "ocds-h6vhtk-02932f"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02932f"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02932f.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02932f.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (\"NSS\")"
published: "2021-02-15"
---

# Additional Call Centre Capacity

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) ("NSS")  
Current stage: Award  
OCID: ocds-h6vhtk-02932f

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## Summary

The procurement process for additional call centre capacity, initiated by the Common Services Agency (NHS National Services Scotland), is in the Award stage, having been completed on 3rd February 2021. This tender, identified as NSS202125, was valued at £60 million and pertains to services within the call centre industry (CPV: 79512000). The procurement employed an open procedure to ensure broad participation. The geographical focus for this contract is the UK, specifically addressing the needs arising from the ongoing requirements related to the Covid-19 pandemic and beyond.

This contract presents significant opportunities for businesses looking to expand in the call centre services sector. Companies that can offer scalable services, especially those with experience in crisis management and high-volume operations, would be well-suited to compete for such contracts. Given the previous engagement of both small and large enterprises—evidenced by a competitive bidding scenario with 17 bids received—prospective suppliers should consider aligning their service offerings with the strategic objectives of NHS Scotland and demonstrating quality and cost-effective solutions.

## Notice

The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable.

### Lot Information

Lot 1

The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable. NSS are seeking to put in place a multiple supplier Framework Agreement for the provision of Additional Call Centre Services as and when required to provide additional capacity and resilience to supplement any internal service.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/003016-2021 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large, SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Feb 2021 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 3 Feb 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £60,000,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) ("NSS") |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH12 9EB |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | Drum Brae/Gyle |
| Westminster constituency | Edinburgh South West |
| Delivery location | TLM Scotland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 9 |
| Supplier names | ADVICE DIRECT SCOTLAND; ASCENSOS; CUSTOMER EXPERIENCE PEOPLE; GO-CENTRIC; HGS; JOURNEYCALL; PURSUIT DIGITAL; SERCO; SITEL |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 15 Feb 2021 at 14:16 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/003016-2021

## Notice URLs

- http://www.nhsscotlandprocurement.scot.nhs.uk/
- https://ted.europa.eu/udl?uri=TED:NOTICE:600278-2020:TEXT:EN:HTML
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11883

## 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-h6vhtk-02932f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02932f.json.