Contact Centre Solution · Northumbria Healthcare (May 2024)

Official notice

Authority: Northumbria Healthcare

GoodsRestricted procedure

Sectors: Software Packages & ERP (48) Delivery: North East (UKC21)

Published estimate£180,000exc. VAT

Submissions closed 7 Jun 2024

What is being bought

Published requirement description

Procurement of a Contact centre solution for digital services - Stage 1 of restricted tender exercise

CPV: Software package and information systems

The lotProcurement structure

single lot · value published

Lot #1Procurement of a Contact centre solution for digital services - Stage 1 of restricted…Published value£180,000

Procurement of a Contact centre solution for digital services - Stage 1 of restricted tender exercise. A refresh of the current contact management solution has been identified and it is the intention of the Trust to go out to market to evaluate innovative technologies and methods of service delivery. The current service handles internal and external engagements across all Trust sites with call volumes of circa 7,000 per day. This is predominately via voice, however the ability to handle SMS, web chat and robotic channels is becoming more prevalent.

Delivery: North East · Seaton Deleval

Second stage: up to 5 candidates invited to tenderVariant bids: not allowed

Procedure terms & legal framework

From the official record

Procedure method: Restricted procedure
Legal basis: CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category: Goods
Notice status: Closed
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Stand-alone contract (no framework)
Competition type: Competitive procedure
GPA / WTO covered: Yes (GPA)
Recurring procurement: No (one-off requirement)
First published: 17 May 2024, 14:51 BST
Last source update: 17 May 2024, 14:51 BST
Authority reference: C286015
FTS notice number: 2024/S 000-015730
Classification (CPV): Software package and information systems
Delivery area: North East (UKC21)
Official registry OCID: ocds-h6vhtk-045a78 Find a Tender

How it was run

Official notice

Run through: Atamis legacy domain (health-family.force.com) · Who buys & how to bid on Atamis

Supplier login requiredLanguage: EN

Access & registration note: Legacy Salesforce domain still used in notices — use the current Atamis portal · this portal address is a legacy domain; the operator has migrated

Tender documents are also served through a separate tool: https://health-family.force.com/s/Welcome ↗

Submission deadline: 7 Jun 2024
Submission channel: {"electronicSubmission","written"}
Accepted languages: en

Detailed submission instructions & authority contactsFrom official release

health-family.force.com/s/Welcome ↗

Timeline

17 May 2024 → 5 Sept 2024 · 3 dates

Notice published
17 May 2024, 14:51 BST
Submission deadline
7 Jun 2024
Bids must remain valid until
5 Sept 2024, 23:59 BST

Contracting authority & participating public bodies

Northumbria Healthcare

Contracting authorityBody governed by public lawHealth Northumbria House, Cobalt, Newcastle upon Tyne, North East, NE27 0QjContact email Published organisation website ↗

Dispute resolution & review bodies

Northumbria Healthcare NHS Foundation TrustReview body Morpeth

Official documents & specifications (1)

Official links; attachments are not copied

Tender pack and attachments

Technical selection criteriatenderTechnical selection criteria