---
title: "NHS 24 Contact Centre Customer Relationship Management System"
ocid: "ocds-h6vhtk-03fb63"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03fb63"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03fb63.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03fb63.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NHS 24"
published: "2024-11-15"
---

# NHS 24 Contact Centre Customer Relationship Management System

Buyer: NHS 24  
Current stage: Award  
OCID: ocds-h6vhtk-03fb63

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## Summary

NHS 24, located in Glasgow, has awarded a contract for a comprehensive Contact Centre (CC) and Customer Relationship Management (CRM) system as part of their Digital Transformation Programme. This procurement, initiated to replace several existing IT solutions, falls under the 'IT services: consulting, software development, Internet and support' industry category. The contract, valued at £40,000,000, was awarded on 12 October 2024 and signed with Coforge UK Limited. The awarded contract is for 5 years with an optional extension of up to 2 years. The integrated system is designed to enhance NHS 24's capability in providing essential medical triage and healthcare advice to the people of Scotland, with the solution expected to be implemented by September 2025.

This tender offers significant opportunities for businesses in the IT services sector, especially those specialising in cloud-hosted software solutions and omni-channel systems. Companies experienced in CRM and Contact Centre integration, workflow automation, and high-availability systems are well-suited to compete for such contracts. The tender emphasises innovation and flexibility, aiming to support NHS 24 in delivering uninterrupted and efficient digital health services. The competitive procedure with negotiation and a focus on quality (70%) and price (30%) further highlights the importance of robust and cost-effective solutions, creating potential growth avenues for businesses aligned with these competencies.

## Notice

The NHS 24 Digital Transformation Programme requires replacement of several of the information technology solutions used to deliver services to patients in Scotland. This award is to appoint a service integrator and software solutions to provide an integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. These are the two main systems NHS 24 uses to interact directly with people who have urgent medical needs and are essential for us to effectively triage them safely.

### Lot Information

Lot 1

NHS 24 required replacement information technology solutions to deliver functionality of IT systems generically known as Contact Centre (CC) and Customer Relationship Management (CRM). NHS 24 has awarded a contract with a suitably qualified supplier to provide integrated CC and CRM systems and related services. This is a contract for 5 years (plus one extension of up to 2 years) for a user friendly integrated system provided as software as service and cloud hosted. The intention is that the solution will be implemented by September 2025. It is important that the contract, solution and supplier support NHS 24 to provide safe digital services that connect the people of Scotland to the care they need. This includes supporting innovation throughout the duration of the contract, so that we offer choice and convenience to people seeking healthcare advice. Our mission is to provide the right care at the right place, 24/7. There are around 2m calls to NHS 24 each year and over 100m page views on the NHS Inform website. Through this contract award there is the opportunity to enhance our digital services with a modern multi-channel approach. High availability, so the people of Scotland can have confidence to reach us, all day every day, and increased flexibility to allow us to respond to the needs of people seeking healthcare advice (for example that IVR options can be changed by NHS 24 to reflect live service pressures or people can interact while on the IVR) are key considerations.

Renewal: The Contact Centre Customer Relationship Management System contract will be for an initial period of 5 years with a subsequent optional extension of 2 years

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/036965-2024 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Nov 2024 |
| Submission deadline | 17 Jan 2024 |
| Future notice date | 30 Jan 2024 |
| Award date | 11 Oct 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £28,000,000 |
| Lots value | £28,000,000 |
| Awards value | Not specified |
| Contracts value | £40,000,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS 24 |
| Locality | GLASGOW |
| Post town | Glasgow |
| Postcode | G81 4DY |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Cardonald |
| Westminster constituency | Paisley and Renfrewshire North |
| Delivery location | TLM Scotland |

## Supplier

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

## CPV Codes

### Divisions

- 45 - Construction work
- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support
- 79 - Business services: law, marketing, consulting, recruitment, printing and security
- 80 - Education and training services

### Codes

- 45100000 - Site preparation work
- 48000000 - Software package and information systems
- 48510000 - Communication software package
- 48517000 - IT software package
- 48600000 - Database and operating software package
- 48610000 - Database systems
- 48613000 - Electronic data management (EDM)
- 48810000 - Information systems
- 48811000 - E-mail system
- 48921000 - Automation system
- 72000000 - IT services: consulting, software development, Internet and support
- 72310000 - Data-processing services
- 72317000 - Data storage services
- 72416000 - Application service providers
- 79512000 - Call centre
- 80500000 - Training services

## Release History

- 15 Nov 2024 at 10:32 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/036965-2024
- 8 Dec 2023 at 12:59 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/036209-2023
- 8 Sep 2023 at 15:07 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/026695-2023

## Notice URLs

- http://www.nhs24.com
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000752666
- https://www.publiccontractsscotland.gov.uk/Default.aspx
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00230
- https://www.publictendersscotland.publiccontractsscotland.gov.uk/

## 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-03fb63. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03fb63.json.