--- title: "National Contact Centre" ocid: "ocds-h6vhtk-04785b" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04785b" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04785b.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04785b.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "NHS BLOOD AND TRANSPLANT" published: "2024-06-28" --- # National Contact Centre Buyer: NHS BLOOD AND TRANSPLANT Current stage: Planning OCID: ocds-h6vhtk-04785b [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04785b) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04785b.json) ## Summary The National Health Service (NHS) Blood and Transplant is planning a procurement process for the provision of an omni channel National Contact Centre solution. The contract falls under the services category with a value of £35,000,000. The key dates for this procurement include the issuance of the Invitation to Tender in November 2024 and the contract award planned for July 2025. The procurement aims to enhance communication with Blood and Organ Donors, implementing a new contact centre solution by early 2026. This tender offers business growth opportunities for companies specializing in integrated omni-channel service delivery, call centres, and digital solutions. Businesses with experience in appointment booking, customer queries, donor registration, and complaint handling would be well-suited to compete. The procurement stage is in the planning phase, providing potential suppliers time to prepare for the upcoming tender process and demonstrate their capabilities in meeting the needs of a large and dedicated donor base. ## Notice The provision of an omni channel National Contact Centre (NCC) solution focused on providing the right solution for our existing and prospective donors via their channel of their choice at a time of their choosing ### Lot Information Lot 1 NHSBT is seeking the provision of an omni channel National Contact Centre (NCC) solution focused on providing the right solution for our existing and prospective donors via their channel of their choice at a time of their choosing. We are looking for any potential provider to be able to demonstrate a strong record in delivering an integrated omni channel services including inbound and outbound calls, interactive messaging, social media, push messaging along with any experience of delivering effective channel deflection and digital solutions to meet the needs of a large and dedicated donor base, seamlessly facilitating the needs of existing and prospective Whole Blood, Plasma, Platelets and NHS Organ Donor Register (ODR) service users. We are seeking discussions with suppliers to be able to provide NHSBT with best practice in the industry with regards to contact centre solutions to drive high quality, efficient and appropriate contacts with our Blood and Organ Donors, with recognition of the critically important role our service delivery provides in maintaining stocks across the NHS. Contacts relate to appointment booking, queries, new donor registration, online technical support, administration and update of existing donor records and medical issues including responses to marketing campaigns. Effective Donor complaint handling and integration with current and future NHSBT systems. ** this is an updated prior information notice to inform of a change in timelines following the initial market engagement, please see new Estimated timeline below***** Procurement Activity Timescales Prior Information Notice (PIN) January 2024 & June 2024 Initial Supplier Engagement Day February 2024 Engagement with internal stakeholders April/Mary 2024 Draft specification completed July 2024 Prepare Invitation to Tender (ITT) Pack July- Nov 2024 Final Specification completed October 2024 Internal Approval to Proceed to Tender August - October 2024 Tender (ITT Issued) November 2024 Tender Evaluation January -April 2025 Approval to Proceed to Contract Award (FBC) April - May 2025 Standstill Period May 2025 Contract Award July 2025 Contract drafting Signature July 2025 Implementation (including IQ / OQ / PQ) August 25 - January 2026 Full go-live of new contract February 2026 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/019792-2024 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 28 Jun 2024 | | Submission deadline | Not specified | | Future notice date | 30 Jul 2025 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £35,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NHS BLOOD AND TRANSPLANT | | Locality | BRISTOL | | Post town | Bristol | | Postcode | BS16 7FG | | Country | England | | ITL 1 | TLK South West (England) | | ITL 2 | TLK5 West of England | | ITL 3 | TLK52 Bath & North East Somerset and South Gloucestershire | | Local authority | South Gloucestershire | | Electoral ward | Emersons Green | | Westminster constituency | Filton and Bradley Stoke | | Delivery location | Not specified | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 72250000 - System and support services - 79512000 - Call centre ## Release History - 28 Jun 2024 at 11:11 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/019792-2024 ## Notice URLs - https://health-family.force.com/s/Welcome - https://www.nhsbt.nhs.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-04785b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04785b.json.