--- title: "NHS 24 Contact Centre Customer Relationship Management System PIN" ocid: "ocds-r6ebe6-0000744259" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000744259" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000744259.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000744259.json" source: "Public Contracts Scotland" current_stage: "Planning" buyer: "NHS 24" published: "2023-09-08" --- # NHS 24 Contact Centre Customer Relationship Management System PIN Buyer: NHS 24 Current stage: Planning OCID: ocds-r6ebe6-0000744259 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000744259) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000744259.json) ## Summary The public procurement contracting process is led by NHS 24, a healthcare organisation based in Glasgow, UK. They are currently at the planning stage of a tender titled "NHS 24 Contact Centre Customer Relationship Management System PIN" in the Health industry category. This tender aims to explore options for replacement IT solutions related to Customer Relationship Management. The location for potential service delivery is Scotland, with a focus on technological platform implementation and integration. The key date for future notice regarding this opportunity is January 30, 2024. This NHS 24 tender presents opportunities for businesses in the IT services sector, especially those offering Contact Centre and Customer Relationship Management solutions. Suppliers interested in providing technical platform implementation, customisation of workflows, and system integration services would be well-suited to compete. The tender's focus on high availability, resilience, and Business Intelligence capabilities indicates a demand for advanced technological solutions. Given the nature of this tender, businesses with expertise in integrated CC/CRM solutions and strong IT service delivery capabilities would have a competitive advantage in engaging with NHS 24. ## Notice NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24's current CRM solution and to ascertain indicative costs. The information to be provided will help us better understand the current and developing market and to consider the way forward. ### Lot Information Lot 1 NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24's current CRM solution and to ascertain indicative costs. NHS 24 wishes to establish the marketplace for suitably qualified suppliers to provide services relating to leading Contact Centre and CRM Platforms including: -Technical platform implementation, maintenance, and support - Customisation of workflows and process automations - OMNI-channel ready, including high availability/high resilience. - Availability of 'Out-of-the-box' Management Information and Business Intelligence - Integration with other systems both internal and external (including Business Intelligence, Predictive Analytics and Workforce Management) NHS 24 are interested in hearing from suppliers of both Contact Centre (CC) and Customer Relationship Management (CRM) solutions, though we are looking for a single bid and expect details of how an integrated CC/CRM solution would be provided.. A questionnaire has been attached to this notice. Please complete and respond as per the instructions in the document. This is a market testing exercise which will allow the Authority to consider future options in this area. ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP487965 | | Notice type | OJEU - F1 - Prior Information Notice | | Procurement type | Standard | | 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 | 8 Sep 2023 | | Submission deadline | Not specified | | Future notice date | 30 Jan 2024 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | 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 | NHS 24 | | Locality | GLASGOW | | Post town | Glasgow | | Postcode | G81 4DY | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM3 West Central Scotland | | ITL 3 | TLM31 East Dunbartonshire and West Dunbartonshire | | Local authority | West Dunbartonshire | | Electoral ward | Clydebank Waterfront | | Westminster constituency | West Dunbartonshire | | Delivery location | TLM Scotland | ## CPV Codes ### Divisions - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 48000000 - Software package and information systems - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 8 Sep 2023 at 00:00 - Planning - OJEU - F1 - Prior Information Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP487965 ## Documents - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=SEP487965&idx=3 2nd October 2023 - Answers to multiple question above - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=SEP487965&idx=2 28th September 2023 - PIN answers - https://www.publiccontractsscotland.gov.uk/NoticeDownload/DownloadDocument.aspx?id=SEP487965&idx=1 8th September 2023 - PIN CC+CRM - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP487965 NHS 24 Contact Centre Customer Relationship Management System PIN - NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24's current CRM solution and to ascertain indicative costs. The information to be provided will help us better understand the current and developing market and to consider the way forward. ## Notice URLs - http:// - http://www.nhs24.com - http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=744259 - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000744259 - https://www.publiccontractsscotland.gov.uk/Default.aspx ## 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-r6ebe6-0000744259. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000744259.json.