Official UK procurement notice
National Contact Centre · Arvato Limited for NHS Blood and Transplant (Feb 2025)
Authority: NHS Blood and Transplant (Central government)
What is being bought
Published requirement descriptionNHS Blood and Transplant is leading a procurement for a National Contact Centre.
We are looking for a supplier to deliver a state-of-the-art, donor-centric multi-channel National Contact Centre (NCC) solution. This centre will handle both inbound and outbound interactions with potential and existing blood donors as well as the NHS Organ Donation Register (ODR).
Managing NCC contacts is essential to the NHSBT communications approach. Delivering a prompt, professional, and effective contact handling service is crucial for building and sustaining relationships between NHSBT, its blood donors, and individuals enrolling on the NHS Organ Donor Register.
- The authority expects to re-tender this requirement around 1 Apr 2031, 23:59 BST.
- How the procedure runs: This Procurement is being run under a multi-stage Competitive Flexible procedure pursuant to section 20(2)(b) of the Procurement Act 2023 to establish a single supplier contract. It is the intention of the Authority to follow a two-stage process under this procedure as follows. However, the Authority retains the right to amend the stages if required throughout the process. This includes amending the number of stages or re-running a stage of the process. Tender Stage 1: Publish tender notice and tender documents Receive tenders Assess tenders to shortlist those to be invited to Stage 2 Notify shortlisted suppliers (Top 3 Scoring Tenders) and invite to Stage 2 Tender Stage 2: Conduct presentations Assess presentations Award Stage: Notify suppliers and issue assessment summaries Publish contract award notice and commence standstill Award contract The tender process will include Conditions of Participation which will not be used as a formal stage in order to down select suppliers but will ensure that tenderers meet minimum requirements. Further information can be found in the tender documents.
CPV: Call centre · Command, control, communication and computer systems
The lotProcurement structure
single lot · value publishedLot #1AwardedRenewalPublished value£40,000,000
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published award criteria (3)
- Quality
- Social Value
- Price
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Competitive flexible procedure
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Above threshold (FTS publication)
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Yes · next expected 1 Apr 2031
- First published
- 28 Feb 2025, 11:41 GMT
- Last source update
- 3 Jul 2026, 16:06 BST
- Award evaluation window
- Submission end – 3 Nov 2025
- Authority reference
C351372- FTS notice number
2025/S 000-014430- Latest notice
- Contract award notice (UK6)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-04e894Find a Tender- Contract terms summary
30 day payment terms apply
- How it runs
This Procurement is being run under a multi-stage Competitive Flexible procedure pursuant to section 20(2)(b) of the Procurement Act 2023 to establish a single supplier contract. It is the intention of the Authority to follow a two-stage process under this procedure as follows. However, the Authority retains the right to amend the stages if required throughout the process. This includes amending the number of stages or re-running a stage of the process. Tender Stage 1: Publish tender notice and tender documents Receive tenders Assess tenders to shortlist those to be invited to Stage 2 Notify shortlisted suppliers (Top 3 Scoring Tenders) and invite to Stage 2 Tender Stage 2: Conduct presentations Assess presentations Award Stage: Notify suppliers and issue assessment summaries Publish contract award notice and commence standstill Award contract The tender process will include Conditions of Participation which will not be used as a formal stage in order to down select suppliers but will ensure that tenderers meet minimum requirements. Further information can be found in the tender documents.
- Risks
Unforeseen Regulatory Changes for NHS Blood and Transplant or the Supplier (or principal Subcontractors) which may impact volume or type of activity. Unforeseen changes necessitated by General Data Protection Regulation (GDPR) which may impact volume of activity.
How it was run
Official notice- Submission deadline
- 19 May 2025, 12:00 BST
- Clarification deadline
- 29 Apr 2025, 12:00 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
Timeline
28 Feb 2025 → 9 Jul 2026 · 11 dates- Planning notice published28 Feb 2025, 11:41 GMT
- Market engagement31 Mar 2025, 00:59 BST
To engage with suppliers and share information
- Next notice expected2 Apr 2025, 00:59 BST
- Tender notice published11 Apr 2025, 08:53 BST
- Clarification questions by29 Apr 2025, 12:00 BST
- Submission deadline19 May 2025, 12:00 BST
- Award decision expected by355 days ago3 Nov 2025, 23:59 GMT
- Contract starts238 days ago1 Mar 2026
- Assessment summaries sent117 days ago30 Jun 2026, 00:00 BST
- Latest notice published114 days ago3 Jul 2026, 16:06 BST
- Standstill ends107 days ago9 Jul 2026, 23:59 BST
Notice history
13 events · 5 releases on Find a Tender · since 28 Feb 2025- Preliminary market engagement notice published28 Feb 2025, 11:41 GMTUK2
- Tender notice published11 Apr 2025, 08:53 BSTUK4
- Published value updated to £40,000,00011 Apr 2025, 08:53 BSTwas £33,333,333
- Status changed to active11 Apr 2025, 08:53 BST
- Procurement method changed11 Apr 2025, 08:53 BST
- Deadline published: 9 May 2025, 12:00 BST11 Apr 2025, 08:53 BST
- Tender notice published25 Apr 2025, 14:25 BSTUK4
- Deadline moved to 19 May 2025, 12:00 BST25 Apr 2025, 14:25 BST+10 days · was 9 May 2025, 12:00 BST
- Contract award notice published30 Jun 2026, 15:58 BSTUK6
- Status changed to complete30 Jun 2026, 15:58 BST
- Procurement method changed30 Jun 2026, 15:58 BST
- Contract award notice published3 Jul 2026, 16:06 BSTUK6
- Contract signature expected3 Aug 2026, 23:59 BSTscheduled
Published amendments (1)
Extension to closing date
Routine re-releases (5)
- 2025-04: 1 release · 11 Apr 2025
- 2025-02: 1 release · 28 Feb 2025
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Arvato Limited1 Mar 2027 – 29 Feb 2032 · up to 28 Feb 2034Extensions: Optional cumulative or annual extensions up to two years (maximum contract length: 7 years). · Options: Optional cumulative or annual extensions up to two years (maximum contract length: 7 years). · Amended: This Contract Award Notice has been modified to update the information provided in respect of unsuccessful suppliers. The original notice did not include the full unsuccessful supplier information required for public contracts with an estimated value of more than £5 million. The notice has therefore been amended to include, each unsuccessful supplier whose tender was assessed for the purposes of d… | £22,802,580 | 25 Jun 2026standstill to 9 Jul 2026 | Standstill |
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 7final-stage tenders · 8 at stage one | 0 | 0 | — |
Who bid
- wonArvato Limited · Greater London
- did not winHuntswood CTC Limited · South East England
- did not winTeleperformance Limited · South West England
- did not winJourneyCall Limited · Scotland
- did not winG4S Facilities Management (UK) Limited · Greater London
- did not winHinduja Global Solutions UK Limited (HGS UK Ltd) · North West England
- did not winTech Mandara Limited · South East England
Bidders as named on the Procurement Act 2023 award notice. “Won” means the bidder holds an award on this notice.
Contracting authority & participating public bodies
Bidders & participating suppliers
7 commercial parties on the notice · 1 awarded- Arvato LimitedAwarded supplier
- G4S Facilities Management (UK) LimitedBidder / tenderer
- Hinduja Global Solutions UK Limited (HGS UK Ltd)Bidder / tenderer
- Huntswood CTC LimitedBidder / tenderer
- JourneyCall LimitedBidder / tenderer
- Tech Mandara LimitedBidder / tenderer
- Teleperformance LimitedBidder / tenderer
Official documents & specifications (5)
Official links; attachments are not copiedNotices published for this procedure
- Contract award notice Contract award notice on Find a Tender
- Contract award notice Contract award notice on Find a Tender
- Tender notice Tender notice on Find a Tender
- Tender notice Tender notice on Find a Tender
- Preliminary market engagement notice Preliminary market engagement notice on Find a Tender