---
title: "Patient/Citizen Communication, Engagement & Hybrid Mail Solutions"
ocid: "ocds-h6vhtk-050972"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-050972"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-050972.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-050972.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NHS SHARED BUSINESS SERVICES LIMITED"
published: "2026-03-27"
---

# Patient/Citizen Communication, Engagement & Hybrid Mail Solutions

Buyer: NHS SHARED BUSINESS SERVICES LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-050972

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## Summary

This procurement process managed by NHS Shared Business Services Limited has resulted in a framework agreement for Patient/Citizen Communication, Engagement & Hybrid Mail Solutions. The tender, which progressed through the 'Award' stage, commenced on 16th February 2026 and will conclude on 15th February 2030. It covers various Lots such as Digital Communication, Messaging, Voice, Hybrid Mail, Patient/Citizen Experience, Workforce Communications, and Combined Solutions. The procurement, carried out through an open procedure, had contracts awarded with an emphasis on delivering services to NHS and Social Care organisations across the UK, Guernsey, Isle of Man, and Jersey, within sectors including communication and IT services, and postal services.

This framework presents a fertile ground for various business growth opportunities, particularly for suppliers in digital communication, telecommunication, IT, and hybrid mail services sectors. SMEs, particularly those specialising in innovative communication solutions, are well-positioned to benefit from participating in providing services through these Lots. The procurement method allows for flexible participation, where businesses can opt to compete or, in specific cases, be awarded contracts without competition, maximising opportunities for partnering with healthcare organisations and scaling services efficiently.

## Notice

NHS Shared Business Services 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 Shared Business Services Limited (NHS SBS) has put in place a Framework Agreement for the provision of Procurement of Patient Communication, Engagement & Hybrid Mail Solutions and related Goods and Services for Healthcare to be used by NHS SBS Approved Organisations. Our Approved Organisation list can be found on: https://www.sbs.nhs.uk/services/framework-agreements-categories/ The framework includes: Lot 1 - Online (Digital) Communication Internet based online digital communication services and platforms such as smartphone applications, online Patient Engagement Portals (PEP), digital letters, digital delivery of correspondence and predictive analytics. Lot 2 - Messaging The provision of automated one way and two way messaging solutions including mobile messaging (SMS) and digital messaging platforms. Lot 3 - Voice The provision of an Agent Calls service based from Call Centres, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination. The scope also includes provision of automated one way and two way interactive voice recognition (IVR) services which can cater for different nationalities. The solutions can also cater for hard of hearing patients or are unable to communicate with IVR in the usual manor. Lot 4 - Hybrid Mail The provision of on and off-site bulk and traditional hybrid mail. Hybrid Mail Solutions provide alternative options to the physical print of mail items, including but not limited to SMS, email, or secure internet communications. Lot 5 - Patient/Citizen Experience Solutions are typically automated internet based online digital feedback services such as web based solutions and smartphone applications. This lot can include Friends & Family Test Service (FFT), surveys or any other services associated with surveys & feedback Lot 6 - Workforce Communications The provision of an automated one way 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. Lot 7 - Combined Solutions Combined end-to-end communications that can include elements from any of the previous Lots.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/028372-2026 |
| Notice type | UK7 - Contract Details 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 | 27 Mar 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 11 Nov 2025 |
| Contract period | 16 Feb 2026 - 3 Feb 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £250,000,000 |
| Contracts value | £250,000,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS SHARED BUSINESS SERVICES LIMITED |
| Locality | LONDON |
| Post town | Central London |
| Postcode | EC1A 7BL |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | City of London |
| Electoral ward | Farringdon Within |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 35 |
| Supplier names | AIRE LOGIC; ALLIED PUBLICITY SERVICES (MANCHESTER; ATTEND ANYWHERE; CFH DOCMAIL; CINOS; CIVICA; CONTINUOUS DATAPRINT (U.K.; EBO.AI (UK; HARLOW PRINTING LIMITED T/A HARLOW SOLUTIONS; ICNH; IMAIL COMMS; IMIMOBILE EUROPE; IQVIA; IWGC; MBA GROUP; MED AUTOMATION; MICOM TECHNOLOGIES; NETCALL TECHNOLOGY; OPUS TRUST MARKETING; OPUS TRUST MARKETING LIMITED TRADING AS ADARE SEC; PARAGON CUSTOMER COMMUNICATIONS (LONDON; PENPOLE CONSULTING; PICKER INSTITUTE EUROPE; PSL PRINT MANAGEMENT; RESQ; RICOH; RIVIAM DIGITAL CARE; SERCO; SERVICE LEVEL MANAGEMENT; SOCIALOPTIC; SYNERTEC; TRINSIC; WEBPOST; X-ON HEALTH; ZESTY |

## 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
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 27 Mar 2026 at 10:43 - Award - UK7 - Contract Details Notice - https://www.find-tender.service.gov.uk/Notice/028372-2026
- 9 Dec 2025 at 17:58 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/081250-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/028372-2026
  27th March 2026 - Contract details notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/081250-2025
  9th December 2025 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-13806
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-13807
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-13809
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-13810
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-13811
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-13812
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-13828

## Notice URLs

- http://cinos.net
- http://ebo.ai
- http://penpole.co.uk
- http://trinsic.co.uk
- http://www.adaresec.com
- http://www.cdp.co.uk
- http://www.cfh.com
- http://www.imailcomms.com
- http://www.iqvia.com
- http://www.iwantgreatcare.org
- http://www.netcall.com
- http://www.otua.co.uk
- http://www.pslprint.co.uk
- http://www.publisure.com
- http://www.ricoh.co.uk
- http://www.riviam.com
- http://www.webpost.com
- http://www.x-on.co.uk
- https://cpaas.webex.com/
- https://harlowsolutions.co.uk/
- https://picker.org/
- https://resqcs.co.uk/
- https://socialoptic.com/
- https://theapsgroup.com/
- https://uk.paragon.world/
- https://www.airelogic.com/
- https://www.civica.com/en-gb/
- https://www.drdoctor.co.uk/
- https://www.inductionhealthcare.com/
- https://www.legislation.gov.uk/ukpga/2023/54/contents
- https://www.mba-group.com
- https://www.restore.co.uk/synertec/
- https://www.sbs.nhs.uk/
- https://www.sbs.nhs.uk/services/framework-agreements-categories/
- https://www.serco.com/

## 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-050972. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-050972.json.