---
title: "Call Handling Resilience and Capacity Framework"
ocid: "ocds-r6ebe6-0000502630"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000502630"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000502630.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000502630.json"
source: "Public Contracts Scotland"
current_stage: "Tender"
buyer: "NHS 24"
published: "2017-07-14"
---

# Call Handling Resilience and Capacity Framework

Buyer: NHS 24  
Current stage: Tender  
OCID: ocds-r6ebe6-0000502630

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000502630)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000502630.json)

## Summary

NHS 24 is currently undertaking a procurement process titled "Call Handling Resilience and Capacity Framework" to acquire contact centre call handling resource services in the health sector, specifically in Glasgow, UK. This process is at the Tender stage, with submissions open until 18th August 2017. The procurement is being conducted through a selective method and is expected to include a Framework Agreement with a minimum of three contractors over a four-year period. The overall aim is to ensure rapid deployment of resources during potential emergencies, such as a pandemic, requiring effective communication with the public.

This tender presents significant opportunities for businesses specialising in call centre operations, particularly those with experience in health-related services. Companies equipped to handle complex medical enquiries and those possessing robust quality management systems will be well-suited to compete. Prospective bidders should demonstrate comprehensive technical abilities, financial stability with a turnover of at least £500,000 over the past two years, and the necessary insurance policies to meet the procurement criteria effectively. Overall, this is a chance for capable contractors to partner with a key public health organisation in Scotland, contributing to essential healthcare services in high-demand scenarios.

## Notice

NHS 24 wishes to procure contact center call handling resource service

### Lot Information

Lot 1

NHS 24 to procure contact center call handlers

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL289656 |
| Notice type | OJEU - F2 - Contract Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Jul 2017 |
| Submission deadline | 18 Aug 2017 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 15 Oct 2017 - 14 Oct 2021 |
| Recurrence | 4 years |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS 24 |
| Locality | GLASGOW |
| Post town | Glasgow |
| Postcode | G51 4ED |
| 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 | TLM34 North Lanarkshire |

## CPV Codes

### Divisions

- 98 - Other community, social and personal services

### Codes

- 98110000 - Services furnished by business, professional and specialist organisations

## Release History

- 14 Jul 2017 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL289656

## Documents

- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUL289656&idx=6
  6th September 2017 - Update
- https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=JUL289656&idx=5
  17th July 2017 - ESPD Document
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL289656
  Call Handling Resilience and Capacity Framework - NHS 24 wishes to procure contact center call handling resource service

## Notice URLs

- http://www.nhs24.com
- http://www.publiccontractsscotland.gov.uk
- http://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=502630
- http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=502630
- http://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000502630
- https://www.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-r6ebe6-0000502630. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000502630.json.