Patient/Citizen Communication, Engagement & Hybrid Mail Solutions

Authority: NHS Shared Business Services Limited (NHS & healthcare)

Framework agreement7 lotsServicesOpen procedureAbove thresholdSME suitable

Sectors: Radio, television, communication, telecommunication and related equipment (32)Postal and telecommunications services (64)IT Services & Software (72) Delivery listed: Guernsey (GG)Isle of Man (IM)Jersey (JE)

+1 more

Framework ceiling (notional)£250,000,000total for 7 lots · framework ceiling, not attributable revenue

Submissions closed 4 Jun 2025awarded 11 Nov 2025

Awarded to Aire Logic Limited +19 more7 awards

Framework period 4 yrsends 6 Jan 2030 · starts 7 Jan 2026

What is being bought7 lots · detail below

Published requirement description

NHS Shared Business Services act in an Agency capacity for and on behalf of its customers (Approved Organisations) - existing and new. These comprise of NHS and Social Care organisations (whether acting individually, or on behalf of, or together as members of any consortia) along with any other public or private sector bodies which NHS SBS authorises to use the resulting Framework.

NHS Shared Business Services Limited (NHS SBS) has put in place a Framework Agreement for the provision of Procurement of Patient Communication, Engagement & Hybrid Mail Solutions and related Goods and Services for Healthcare to be used by NHS SBS Approved Organisations.

Our Approved Organisation list can be found on:

www.sbs.nhs.uk/services/framework-a… ↗

The framework includes:

Lot 1 - Online (Digital) Communication

Internet based online digital communication services and platforms such as smartphone applications, online Patient Engagement Portals (PEP), digital letters, digital delivery of correspondence and predictive analytics.

Lot 2 - Messaging

The provision of automated one way and two way messaging solutions including mobile messaging (SMS) and digital messaging platforms.

Lot 3 - Voice

The provision of an Agent Calls service based from Call Centres, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination. The scope also includes provision of automated one way and two way interactive voice recognition (IVR) services which can cater for different nationalities. The solutions can also cater for hard of hearing patients or are unable to communicate with IVR in the usual manor.

Lot 4 - Hybrid Mail

The provision of on and off-site bulk and traditional hybrid mail. Hybrid Mail Solutions provide alternative options to the physical print of mail items, including but not limited to SMS, email, or secure internet communications.

Lot 5 - Patient/Citizen Experience

Solutions are typically automated internet based online digital feedback services such as web based solutions and smartphone applications. This lot can include Friends & Family Test Service (FFT), surveys or any other services associated with surveys & feedback

Lot 6 - Workforce Communications

The provision of an automated one way and two way mobile audio messaging, paging and alerting service. This service is intended to replace outdated workforce communication methods such as fax machines and analogue pagers.

Lot 7 - Combined Solutions

Combined end-to-end communications that can include elements from any of the previous Lots.

No preliminary market engagement: The Authority has carried out preliminary market engagement. A Prior Information Notice (P.I.N.) under the Public Contracts Regulations 2015 was published on 4th October 2024 on the Find a Tender Service (https://www.find-tender.service.gov.uk/Notice/031878-2024 ) and a formal Request for Information (RFI) issued. Meetings with potential suppliers were subsequently held. In carrying out preliminary market engagement the Authority is satisfied that: (a) suppliers who participated in the preliminary market engagement have not been put at an unfair advantage, and (b) competition in relation to the award of the public contract is not otherwise distorted.

CPV: IT services: consulting, software development, Internet and support · Postal and telecommunications services · Radio, television, communication, telecommunication and related equipment

How this framework works

From the published notice

Type: Open framework
Call-offs: call-offs may be awarded directly or by further competition
Bids received: 18 bids on the busiest of 7 lots · 33 suppliers appointed
Framework period: 4 yrs from 7 Jan 2026, 4 year framework
Buyer regions: GG, IM, JE, UK
Supplier levy on call-offs (max %): 2% of call-off value · We apply an NCIS (NHS Contracted Income Stream) levy to all sales under our Frameworks, which underpins the funding and investment for our contracting routes and category support to the NHS. This levy is applied as a percentage fee within the Frameworks between the Authority and the Supplier.
Please see the Corporate Requirements document within the Key Attachments section of the SAP Ariba Souring Event for further details

Who may buy through it

NHS Shared Business Services Limited (NHS SBS) has put in place a Framework Agreement to be used by NHS SBS Approved Organisations.

Our Approved Organisation list can be found on:

www.sbs.nhs.uk/services/framework-a… ↗

Published description of the framework

There are two procurement routes for an Approved Organisation that wishes to use this Framework. A competitive process between the Suppliers in the relevant Lot, which may be preceded by a capability assessment, or an award without a competitive process to particular Supplier(s)

Schedule 7 of the Framework explains the rules for both a competitive selection process and an award without a competitive process.

A competitive selection process is the default ordering procedure under this Framework

Call-offs published through it9

BWC Hybrid Mail - Synertec Collaboration - UHB / ROH / BWC / BCHC · Birmingham Women's and Children's NHS Foundation Trust · 8 Oct 2026
ROH Hybrid Mail - Synertec Collaboration - UHB / ROH / BWC / BCHC · University Hospitals Birmingham NHS Foundation Trust · 8 Oct 2026
BCHC Hybrid Mail - Synertec Collaboration - UHB / ROH / BWC / BCHC · Birmingham Community Healthcare NHS Foundation Trust · 8 Oct 2026
UHB Hybrid Mail - Synertec Collaboration - UHB / ROH / BWC / BCHC · University Hospitals Birmingham NHS Foundation Trust · 8 Oct 2026
Contact Centre Platform · United Lincolnshire Teaching Hospitals NHS Trust · 1 Oct 2026

Notices that name this framework as their framework in the official record, latest 5 of 9. Many call-offs are never published, so this is a floor, not utilisation.

Lots and requirements (7)Procurement structure

7 lots · all with a published value · same conditions of participation on every lot · same evaluation weights on every lot

Every one of these 7 lots carries the same published figure, £250,000,000: it is the framework's maximum for the whole notice, not each lot's own budget, and no share per lot is published. The cards below say ceiling above rather than repeat it.

Lot #1Digital (Online) CommunicationAwarded 4 yrsSMEceiling above

The provision of automated One- and Two-way Internet-based online digital communication services such as patient portals and smartphone applications. Managing outgoing and incoming documents and data in a digital format. Introduce new working practices, technologies, and innovation to improve document and data workflow. Easily access all information for example, via a single log in or system so that all communications can be collaborated and accessed via a single solution.

Contract period: 7 Jan 2026 – 6 Jan 2030 (4 yrs)

Delivery listed: Guernsey (GG), Isle of Man (IM), Jersey (JE), UKEligibility: SME eligible

32000000 Radio, television, communication, telecommunication and related equipment 64000000 Postal and telecommunications services 72000000 IT services: consulting, software development, Internet and support