--- title: "Patient Communication & Engagement Solutions 2 (SBS10521)" ocid: "ocds-h6vhtk-04a5e0" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04a5e0" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04a5e0.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04a5e0.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "N H S SHARED BUSINESS SERVICES LIMITED" published: "2024-10-04" --- # Patient Communication & Engagement Solutions 2 (SBS10521) Buyer: N H S SHARED BUSINESS SERVICES LIMITED Current stage: Planning OCID: ocds-h6vhtk-04a5e0 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04a5e0) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04a5e0.json) ## Summary NHS Shared Business Services Limited (NHS SBS) has released a Prior Information Notice (PIN) signalling their intention to engage with the market for Patient Communication & Engagement Solutions. This procurement process is currently in the planning stage and covers various digital communication solutions categorised under the postal and telecommunications services industry. The procurement is anticipated to move forward with market engagement sessions from October to November 2024, with the actual framework expected to be operational from 01 November 2025. NHS organisations across the UK will be utilising this framework, which underscores sustainability and social value as key elements of consideration. The deadline for publication of the high-value contract notice is estimated to be 31 March 2025. This tender represents a significant opportunity for businesses specialising in digital communication and IT services, including application development, integrated telecommunications, and data analytics. It's particularly well-suited for suppliers dedicated to delivering innovative and efficient solutions capable of enhancing patient and workforce communication within healthcare settings. SMEs and larger enterprises with capabilities in managing large-scale digital and hybrid communication projects should find this tender highly attractive. Participation in this procurement exercise could result in substantial long-term business growth, given the high indicative value of £250 million over multiple years and the extensive scope of services encompassed by the framework. ## Notice NHS Shared Business Services Limited (NHS SBS) act in an Agency capacity for and on behalf of its customers (Approved Organisations) - existing and new. These comprise of NHS and Social Care organisations (whether acting individually, or on behalf of, or together as members of any consortia) along with any other public or private sector bodies which NHS SBS authorises to use the resulting Framework NHS SBS intends to put in place a Framework Agreement for the provision of Patient Communication & Engagement Solutions 2 and related Goods and Services for Healthcare to be used by NHS SBS Approved Organisations. Our Approved Organisation list can be found on: https://sbs.nhs.uk/proc-framework-agreements-support We are committed to working with suppliers who are dedicated to Sustainability and Social Value and there will be a significant weighting on these elements in the tender. ### Lot Information Digital (online) communication The provision of automated One- and Two-way Internet-based online digital communication services such as patient portals and smartphone applications. Managing outgoing and incoming documents and data in a digital format. Introduce new working practices, technologies, and innovation to improve document and data workflow. Easily access all information for example, via a single log in or system so that all communications can be collaborated and accessed via a single solution. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025. Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAP Ariba RFI Messaging & SMS The provision of an automated One Way and Two Way Digital Messaging, SMS, paging and alerting service. The solutions shall be capable of handling inbound/outbound messaging, scheduling communications, using templates and providing data analytics. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025 Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI Voice The provision of an Agent Calls service based on a Call Centre, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination. There is also provision of a One Way and Two Way automated IVR service including intelligent call routing and patient self-service. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025. Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI Hybrid mail The provision of on-site and off-site bulk hybrid mail, including traditional and electronic options. Solutions shall provide digital alternatives to physical print, providing use of templates and electronic data management processes. The platforms shall be self-service with the ability to schedule communications and volume-based deviation alerting. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025. Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI Patient/Citizen Experience (FFT) It is recognised that surveys such as Friends and Family Test Service (FFT) will predominantly be Digital First and using Online (Digital) Communication therefore the requirement is for Bidders to provide automated One and Two way Internet-based online digital communication services such as web based services or smartphone applications. The solutions shall ensure GDPR compliance, and provide anonymous feedback processing for discharged patients. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025. Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI Workforce Communications The provision of an automated One and Two way mobile audio messaging, paging and alerting service. This service is intended to replace outdated workforce communication methods such as Fax Machines and analogue Pagers. Solutions shall be capable of handling inbound and outbound communications with scheduling of communications and analytics. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025. Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/031878-2024 | | Notice type | Planning Notice | | Procurement type | Framework | | 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 | 4 Oct 2024 | | Submission deadline | Not specified | | Future notice date | 30 Mar 2025 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £250,000,000 | | 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 | N H S SHARED BUSINESS SERVICES LIMITED | | Locality | HEMEL HEMPSTED | | Post town | Hemel Hempstead | | Postcode | HP2 7AH | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH2 Bedfordshire and Hertfordshire | | ITL 3 | TLH27 South West Hertfordshire | | Local authority | Dacorum | | Electoral ward | Adeyfield East | | Westminster constituency | Hemel Hempstead | | Delivery location | Not specified | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 64 - Postal and telecommunications services - 72 - IT services: consulting, software development, Internet and support ### Codes - 32000000 - Radio, television, communication, telecommunication and related equipment - 64000000 - Postal and telecommunications services - 64227000 - Integrated telecommunications services - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 4 Oct 2024 at 11:16 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/031878-2024 ## Notice URLs - https://discovery.ariba.com/rfx/21155119 - https://sbs.nhs.uk/proc-framework-agreements-support - https://www.find-tender.service.gov.uk/Search - https://www.sbs.nhs.uk/ - https://www.sbs.nhs.uk/nhs-sbs-about-us ## 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-04a5e0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04a5e0.json.