Official UK procurement notice
NHS 24 Contact Centre Customer Relationship Management System
Authority: NHS 24 (NHS & healthcare)·Consortium: 2 public authorities
What is being bought
Published requirement descriptionThe NHS 24 Digital Transformation Programme requires replacement of several of the information technology solutions used to deliver services to patients in Scotland. This award is to appoint a service integrator and software solutions to provide an integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. These are the two main systems NHS 24 uses to interact directly with people who have urgent medical needs and are essential for us to effectively triage them safely.
CPV: Application service providers · Automation system · Call centre · Communication software package · Data storage services · Data-processing services · Database and operating software package · Database systems · E-mail system · Electronic data management (EDM) · IT services: consulting, software development, Internet and support · IT software package · +4 more
The lotProcurement structure
single lot · value publishedLot #1NHS 24 required replacement information technology solutions to deliver functionality…AwardedRenewalPublished value£28,000,000
NHS 24 required replacement information technology solutions to deliver functionality of IT systems generically known as Contact Centre (CC) and Customer Relationship Management (CRM).
NHS 24 has awarded a contract with a suitably qualified supplier to provide integrated CC and CRM systems and related services. This is a contract for 5 years (plus one extension of up to 2 years) for a user friendly integrated system provided as software as service and cloud hosted.
The intention is that the solution will be implemented by September 2025. It is important that the contract, solution and supplier support NHS 24 to provide safe digital services that connect the people of Scotland to the care they need. This includes supporting innovation throughout the duration of the contract, so that we offer choice and convenience to people seeking healthcare advice.
Our mission is to provide the right care at the right place, 24/7. There are around 2m calls to NHS 24 each year and over 100m page views on the NHS Inform website. Through this contract award there is the opportunity to enhance our digital services with a modern multi-channel approach. High availability, so the people of Scotland can have confidence to reach us, all day every day, and increased flexibility to allow us to respond to the needs of people seeking healthcare advice (for example that IVR options can be changed by NHS 24 to reflect live service pressures or people can interact while on the IVR) are key considerations.
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 (2)
- Quality: 70
- Price: 30
- Economic & financial standing
Full details can be found in the SPD and the SPD Instructions which can be accessed through the website referenced in section I.3 of this Contract Notice.
Bidders should note that Reliance Entities for the purpose of financial and economic standing will be required to enter into a parent company guarantee in the form required by NHS 24.
Minimum: (4B1.2) SPD Statement: Bidders will be required to have an average yearly turnover of a minimum of 5 million GBP for the last 3 years. The average yearly turnover of the economic operator in respect of its most recent three full financial years must have been equal to or more tha… - Technical & professional ability
Full details can be found in the SPD and the SPD Instructions which can be accessed through the website referenced in section I.3 of this Contract Notice.
(4C.1.2) For full information on the requirement for 4C.1.2, please refer to the Additional Information/Selection Criteria column and Scoring Matrix/Weighting column of SPD ref. 4C.1.2 within the document titled NHS 24 - SPD Instructions - CRM and CC and section III.1.3 of the Contract Notice.
Where the Bidder is relying on the technical experience of a Consortium Member or Reliance Entity to meet the requirements of the Selection Criteria and/or Down Selection Criteria, the experience relied on must be consistent with the Consortium Member's or Reliance Entity's role under this Project.
The Selection Criteria and Down Selection Criteria will evaluate Bidders on the basis of:
- Experience of providing a cloud, SAAS based contract for integrated CRM and CC systems
- Experience using decision support software within a CRM
- Experience working with a client to maximise self-management and increase the speed of introduction of changes during a CRM and CC contract, to improve the staff and customer experience
- Experience of ensuring data and cyber security
- Experience of training staff on the use of a new CRM and CC system
- Experience implementing a CRM and CC system and helping a client transition from another system onto a new system
- Experience of setting up testing and training environments to allow for new system…
- Successive reduction
- Candidates will be reduced successively across stages
- Price carries 30 of 100 points: a 10% discount moves about 3 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 · publisher note attached- Procedure method
- Competitive procedure with negotiation
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded
- 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
- 8 Sept 2023, 16:07 BST
- Last source update
- 15 Nov 2024, 10:32 GMT
- Authority reference
NHS24/2023/755.- FTS notice number
2024/S 000-036965- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03fb63Find a Tender
- Electronic trading
- e-invoicing allowed
- Performance terms
The SPD requires Bidders to provide details of Consortium Members (if any) in question 2A.17 (including specifying the lead organisation at 2A.17.1) and any other entities whose capacities they may be relying on to meet the selection criteria or down selection criteria in Parts 4 and/or 5 of the SPD. This may be technical or financial reliance.
- Review procedure
Economic operators should approach the contracting authority in the first instance.
However, the only formal remedy is to apply to the courts:
An economic operator that suffers, or is at risk of suffering, loss or damage attributable to a breach of duty under the Public Contracts (Scotland) Regulations 2015 or the Procurement Reform (Scotland) Act 2014, may bring proceedings in the Sheriff Court or the Court of Session.
Publisher note: The estimated value provided in sections II.1.7 and V.2.4 includes the initial 60 month contract period and the optional extension period of up to 24 months, plus the potential to purchase contract catalogue items during the contract. (SC Ref:781989)
How it was run
Official noticeTender documents are also served through a separate tool: https://www.publiccontractsscotland.gov.uk/Default.aspx ↗
- Submission deadline
- 17 Jan 2024, 12:00 GMT
- Submission channel
- {"electronicSubmission"}
- Accepted languages
- en
- Participation fee
- document
- Bid validity
- 270 days from the deadline
Timeline
17 Jan 2024 → 15 Nov 2024 · 4 dates- Submission deadline17 Jan 2024, 12:00 GMT
- Next notice expected30 Jan 2024
- Invitations to tender expected26 Feb 2024
- Notice published15 Nov 2024, 10:32 GMT
Notice history
6 events · 3 releases on Find a Tender · since 8 Dec 2023- Published value published: £28,000,0008 Dec 2023, 12:59 GMT
- Status changed to active8 Dec 2023, 12:59 GMT
- Procurement method changed8 Dec 2023, 12:59 GMT
- Deadline published: 17 Jan 2024, 12:00 GMT8 Dec 2023, 12:59 GMT
- Buyer details updated8 Dec 2023, 12:59 GMT
- Status changed to complete15 Nov 2024, 10:32 GMT
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Coforge UK limited | £40,000,000 † | — | Awarded |
Contracts
Contract 036965-2024-NHS242023755-1 · Coforge UK limited
- Signed
- 12 Oct 2024
- Value
- £40,000,000
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 2bids · 2 electronic · 2 from abroad | 0 | — | — |
Contracting authority & participating public bodies
2 public bodies on the noticeDispute resolution & review bodies
- Glasgow Sheriff CourtReview body
Bidders & participating suppliers
1 commercial party on the notice- Coforge UK LimitedAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.