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Official procurement procedure

NHS 24 Contact Centre Customer Relationship Management System

Application service providers
Automation system
Call centre
+15 more
Scotland (UKM)
Published value
Not published
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: NHS 24: "NHS 24 Contact Centre Customer Relationship Management System". Published status: complete. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
Contracting AuthorityNHS 24Scope & CategoriesNot publishedSubmission Window
complete
No deadline published
Submission GatewayDirect notice routeLegal Basis & RegimeStandard procurementEstimated Value (exc. VAT)Not published
Bidder Intelligence · Authority Profile: NHS 24
Market Analytics
View Authority Profile →
Derived from OCDS awards & bid statistics
Published history for NHS 24. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Requires at least 5 comparable procedures
Competition Density
2Bids / Report
0% of reports have one bid
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate available
Payment Terms
Check noticePublished terms
Payment obligations depend on the applicable regime and contract. Consult the official documents.
Coverage: 1 active published awards; 1 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthorityNHS 24
Procedure methodNot published
Procurement categoryNot published
Statuscomplete
Framework / DPSNot published
CompetitionNot published
Above thresholdNot published
Legal basisNot published
Tender period startsNot published
Clarification deadlineNot published
Electronic submissionNot published
Submission languagesNot published
Published15 Nov 2024, 10:32 GMT
Last source update15 Nov 2024, 10:32 GMT
Recurring procurementNot published
ClassificationApplication 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, Information systems, Site preparation work, Software package and information systems, Training services
Delivery area
Scotland (UKM)
OCIDocds-h6vhtk-03fb63
What is being bought
The 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.
What changed
From the official release history
  1. tender value changed
    15 Nov 2024, 10:32 GMT
  2. Status changed to complete
    15 Nov 2024, 10:32 GMT
  3. Official notice release published
    15 Nov 2024, 10:32 GMT
  4. Submission deadline changed to published date
    15 Nov 2024, 10:32 GMT
  5. Published value updated to £28,000,000
    8 Dec 2023, 12:59 GMT
  6. Status changed to active
    8 Dec 2023, 12:59 GMT
  7. Official notice release published
    8 Dec 2023, 12:59 GMT
  8. Submission deadline changed to 17 Jan 2024, 12:00 GMT
    8 Dec 2023, 12:59 GMT
  9. Buyer information updated
    8 Dec 2023, 12:59 GMT
  10. Status changed to planned
    8 Sept 2023, 16:07 BST
  11. Official notice release published
    8 Sept 2023, 16:07 BST
  12. Buyer information updated
    8 Sept 2023, 16:07 BST
Lots and requirements (1)
Published by the contracting authority
  • Lot 1 · #1
    Individual lot title not published
    cancelled
    Published valueNot published
    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.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
Timeline
  1. Procedure published
    15 Nov 2024, 10:32 GMT
  2. Award active
    Not published · Not published
  3. Contract active
    Signed 12 Oct 2024, 00:00 BST · £40,000,000
Commercial outcome and competition
Awards
Coforge UK Limited
Not published · Not published · active
Contracts
Contract
£40,000,000 · signed 12 Oct 2024, 00:00 BST · active
Bid statistics
bids: 2 (lot 1)
electronicBids: 2 (lot 1)
foreignBidsFromEU: 0 (lot 1)
foreignBidsFromNonEU: 2 (lot 1)
smeBids: 0 (lot 1)
Buyer and organisations in this procedure

NHS 24

Contracting authority GB-FTS-100278
View buyer profile

  • NHS 24
    buyer

    Lumina Building, NHS 24, 40 Ainslie Road, Hillington, Glasgow, UKM, G52 4RU
    george.futcher@nhs.scot
    +44 7798870171

  • Coforge UK Limited
    supplier

    5th Floor, 8 Fenchurch Street, London, UKI, EC3M 4AJ
    +44 7448236369

  • Glasgow Sheriff Court
    reviewBody

    1 Carlton Place, Glasgow, G5 9DA
    glasgow@scotcourts.gov.uk
Documents (0)
Official links; attachments are not copied
No data
No linked documents are published
Related procedures (0)
No data
No related procedures published