---
title: "NP04725 Vaccination Service Contact Centre"
ocid: "ocds-r6ebe6-0000797633"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000797633"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000797633.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000797633.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)"
published: "2025-05-01"
---

# NP04725 Vaccination Service Contact Centre

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)  
Current stage: Award  
OCID: ocds-r6ebe6-0000797633

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## Summary

The Common Services Agency, known as NHS National Services Scotland (NSS), has completed a procurement process for a Vaccination Service Contact Centre to support the Test Trace, Isolate, and Support (TTIS) Service, as instructed by the Scottish Government. Located in Edinburgh, the procurement falls under the Health industry category and has been executed using a limited procurement method, specifically an award procedure without a prior call for competition. The awarded contract, valued at £300,000, was finalised on 31 March 2025. The award stage has been reached, and the contract is active, running until potentially 31 March 2026 to ensure service continuity as per the Scottish Government and Public Health Scotland's request.

This tender provides significant business growth opportunities, particularly for firms specialising in virtual contact centre solutions and telecommunications. With a requirement to service up to 2,000 staff, mostly remotely, the contract necessitates advanced capabilities such as IVR routing, adaptable messaging, specific queuing and call handling, and rapid deployment. Thus, it is suited for large-scale service providers like 8x8 Limited, which was the successful supplier in this process. Companies capable of offering flexible, consumption-based commercial models are particularly well-suited to compete for similar future contracts, with an emphasis on rapid and adaptable service delivery to accommodate evolving public health needs.

## Notice

NSS have been instructed by Scottish Government to assist the National rollout and ongoing support of the Test Trace, Isolate and Support (TTIS) Service. This contract provides a Virtual Contact Centre functionality to enable a number of agents to get in touch with Contacts as part of Contract Tracing which is a key element of the TTIS Programme.

### Lot Information

Lot 1

Public Health Scotland require a cloud based Contact Centre that by necessity will need to deliver service to up to an estimated 2000 staff members, mostly working from home. The exact number of agents is unknown and will be driven by infection and re-infection rates in the expected "second Spike". Current Estimates on the required number of agents range from 50 - 2000. These Agents will require a Contact Centre with all normal enterprise Contact Centre functionality plus some specific routing and call handling requirements: 1) IVR routing that will direct calls to a "local" team for each of the Scottish health board regions 2) Easily Adaptable IVR messaging - delivering up to date information at the start of the call 3) Call Queuing based on Agent skills and experience for specialist enquiries 4) An outbound dialling capability to queue calls from a list created by the NHS NSS Hub Case Management System based on ServiceNow CSM. 5) Integration with this NHS NSS Hub to update client details and case notes following a call 6) Initially this Contact Centre will use voice channels only. 7) Contact Centre Agents will require access to supervisory teams. 8) Public Health Scotland Management Team will need regular, accurate reports on call volumes and other KPIs and the ability to auto generate reports and distribution to key stakeholders. 9) Agents, working from home will need both a contact centre agent desktop but also the telephony platform to make and answer calls. A unified Communications client, soft-phone, headset and DDI line. 10) Given the nature of this requirement, a rapid deployment is needed. 11) The Call Tracing Service will be in place for a minimum of 3 months and potentially up to 12. 12) Flexibility is a must, and a consumption based commercial model is preferable

### Procurement Information

A Business Case is being developed by Public Health Scotland through the Scottish Immunisation and Vaccination Programme (SVIP) to procure a solution and there will be a requirement for a solution until this is in place. This solution will not be in place before March 2026. Scottish Government and PHS have requested that the solution continues to be available for the next 12 months period - to 31/03/2026.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY529338 |
| Notice type | OJEU - F3 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 1 May 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 31 Mar 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £300,000 |

## 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 | 1 |
| Supplier names | 8X8 |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

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

## Release History

- 1 May 2025 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY529338

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY529338
  NP04725 Vaccination Service Contact Centre - NSS have been instructed by Scottish Government to assist the National rollout and ongoing support of the Test Trace, Isolate and Support (TTIS) Service. This contract provides a Virtual Contact Centre functionality to enable a number of agents to get in touch with Contacts as part of Contract Tracing which is a key element of the TTIS Programme.

## Notice URLs

- http://
- http://www.nss.nhs.scot/browse/procurement-and-logistics
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000797633

## 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-r6ebe6-0000797633. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000797633.json.