---
title: "PHW-ITT-56862 - Provision of a Call Centre Handling and Triage Function"
ocid: "ocds-kuma6s-143490"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-kuma6s-143490"
markdown_url: "https://d3tenders.com/contract/ocds-kuma6s-143490.md"
json_url: "https://d3tenders.com/contract/ocds-kuma6s-143490.json"
source: "Sell2Wales"
current_stage: "Award"
buyer: "NHS WALES SHARED SERVICES PARTNERSHIP-PROCUREMENT SERVICES (HOSTED BY VELINDRE UNIVERSITY NHS TRUST)"
published: "2025-07-23"
---

# PHW-ITT-56862 - Provision of a Call Centre Handling and Triage Function

Buyer: NHS WALES SHARED SERVICES PARTNERSHIP-PROCUREMENT SERVICES (HOSTED BY VELINDRE UNIVERSITY NHS TRUST)  
Current stage: Award  
OCID: ocds-kuma6s-143490

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-kuma6s-143490)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-kuma6s-143490.json)

## Summary

The NHS Wales Shared Services Partnership-Procurement Services, hosted by Velindre University NHS Trust, has completed the award stage for the contract titled "PHW-ITT-56862 - Provision of a Call Centre Handling and Triage Function." This tender falls within the services industry category, specifically focusing on telephone switchboard and operator services. The procurement process involved sourcing out-of-hours call handling and triage services for the Health Protection Department within Public Health Wales, covering night hours on weekdays and 24/7 on weekends and bank holidays. The contract, valued at £45,000, was awarded to Frontline Communication and was signed on 17th September 2024, with active status confirmed. The procurement method employed was open, making the opportunity accessible via eTenderwales until the tender period ended on 15th August 2024. The contracting authority is based in Cardiff.

This tender offers significant opportunities for businesses specialising in communication services, particularly those experienced in operating call centres with a focus on health-related functions. Companies with expertise in managing high-demand operational hours, including after-hours and public holidays, would find this contract beneficial for growth, particularly those aiming to expand their services within the public health sector. Additionally, businesses capable of forming consortia may find competitive advantage due to the suitability for consortium bidding as highlighted by the buyer. The partnership with Public Health Wales also strengthens credibility and provides an avenue for future public sector collaborations.

## Notice

The Health Protection Department in Public Health Wales (PHW) provides a 24/7 specialist service for professionals seeking guidance, advice and management of communicable diseases. We are seeking to outsource our out-of-hours call handling and triage service. This will cover weekdays from 17:00 to 09:00 and 24/7 on weekends and bank holidays.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Sell2Wales |
| Latest notice | https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=143490 |
| Notice type | S2W Notice - Website Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 23 Jul 2025 |
| Submission deadline | 15 Aug 2024 |
| Future notice date | Not specified |
| Award date | 17 Sep 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £45,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Not specified |
| Lots status | Not specified |
| Awards status | Not specified |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS WALES SHARED SERVICES PARTNERSHIP-PROCUREMENT SERVICES (HOSTED BY VELINDRE UNIVERSITY NHS TRUST) |
| Locality | ST ASAPH |
| Post town | Llandudno |
| Postcode | LL17 0JL |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL3 North Wales |
| ITL 3 | TLL33 Conwy and Denbighshire |
| Local authority | Denbighshire |
| Electoral ward | Bodelwyddan |
| Westminster constituency | Clwyd North |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | FRONTLINE COMMUNICATION |

## CPV Codes

### Divisions

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

### Codes

- 64214200 - Telephone switchboard services
- 79511000 - Telephone operator services

## Release History

- 23 Jul 2025 at 09:17 - Award - S2W Notice - Website Contract Award Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=143490
- 2 Aug 2024 at 13:42 - Tender - S2W Notice - Website Invitation to Tender Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=143490

## Notice URLs

- http://nwssp.nhs.wales/ourservices/procurement-services/
- https://etenderwales.bravosolution.co.uk/home.html

## 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-kuma6s-143490. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-kuma6s-143490.json.