---
title: "Additional Call Centre Capacity"
ocid: "ocds-r6ebe6-0000638302"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000638302"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000638302.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000638302.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (\"NSS\")"
published: "2021-02-15"
---

# Additional Call Centre Capacity

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) ("NSS")  
Current stage: Award  
OCID: ocds-r6ebe6-0000638302

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000638302)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000638302.json)

## Summary

The procurement process, titled "Additional Call Centre Capacity," is led by The Common Services Agency, commonly known as NHS National Services Scotland (NSS). This initiative falls under the health industry category, with the main location situated in Edinburgh, UK. Currently, the procurement stage is at the Award phase, having concluded on 3rd February 2021, following a successful tender that began its submission period on 10th December 2020 and culminated on 11th January 2021. The project has an estimated value of £60 million and was executed under an open procurement method to ensure widespread participation.

This tender represents significant opportunities for businesses focused on call centre services and is particularly well-suited for both large and small-to-medium enterprises (SMEs) involved in the provision of customer support, call handling, and related services. Companies with the capacity to rapidly scale their operations and maintain high service quality are encouraged to engage, as the successful bidders are expected to provide additional capacity to NHS authorities for current and ongoing requirements, potentially offering a steady stream of future contracts with the NHS network.

## Notice

The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable.

### Lot Information

Lot 1

The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable. NSS are seeking to put in place a multiple supplier Framework Agreement for the provision of Additional Call Centre Services as and when required to provide additional capacity and resilience to supplement any internal service.

Renewal: Optional extension of two one year periods annually

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB406738 |
| Notice type | OJEU - F3 - Contract Award 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 | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Feb 2021 |
| Submission deadline | 11 Jan 2021 |
| Future notice date | Not specified |
| Award date | 3 Feb 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £60,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £60,000,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) ("NSS") |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH12 9EB |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | Drum Brae/Gyle |
| Westminster constituency | Edinburgh South West |
| Delivery location | TLM Scotland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 9 |
| Supplier names | ADVICE DIRECT SCOTLAND; ASCENSOS; CUSTOMER EXPERIENCE PEOPLE; GO-CENTRIC; HGS; JOURNEYCALL; PURSUIT DIGITAL; SERCO; SITEL |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 15 Feb 2021 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB406738
- 8 Dec 2020 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC401892

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC401892
  Additional Call Centre Capacity - The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable.
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB406738
  Additional Call Centre Capacity - The Common Services Agency (more commonly known as National Services Scotland) ('the Authority'), is undertaking this procurement of Additional Call Centre Capacity ('Service') on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as 'Participating Authorities'), where applicable.

## Notice URLs

- http://
- http://www.nhsscotlandprocurement.scot.nhs.uk/
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000638302
- https://www.publictendersscotland.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-r6ebe6-0000638302. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000638302.json.