Additional Call Centre Capacity

A Contract Award Notice
by THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (‘NSS’)

Source: OJEU
Type: Framework (Services)
Duration: 2 year (est.)
Value: £60M

Sector: BUSINESS
Published: 19 Feb 2021
Delivery: To 19 Feb 2023 (est.)
Deadline: n/a

Concepts

Location

Edinburgh

Geochart for 2 buyers and 9 suppliers

NHS National Services Scotland NSS

Advice Direct Scotland

Ascensos

HGS

Journeycall

Pursuit Digital

Serco

Sitel

+−

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2 buyers

NHS National Services Scotland NSS Edinburgh

9 suppliers

Advice Direct Scotland Glasgow
Ascensos Motherwell
Go Centric Glasgow
Customer Experience People Glasgow
HGS Selkirk
Journeycall Arbroath
Pursuit Digital Glasgow
Serco Hook
Sitel Coventry

Description

The Common Services Agency (more commonly known as National Services Scotland) (‘the Authority’), is undertaking this procurement of Additional Call Centre Capacity (‘Service’) on behalf of all entities constituted pursuant to the National Health Service (Scotland) Act 1978, (i.e. all NHS Scotland Health Boards, Special Health Boards and the Authority or other NHS Organisation established pursuant to the NHS (Scotland) Act 1978), any integrated Join Boards established pursuant to the new Public Bodies (Joint Working) Scotland Act 2014 (collectively hereafter referred to as ‘Participating Authorities’), where applicable.

Total Quantity or Scope

NSS are seeking to put in place a multiple supplier framework agreement for the provision of additional call centre services as and when required to provide additional capacity and resilience to supplement any internal service.

Award Detail

1	Advice Direct Scotland (Glasgow) Reference: nss202125 Num offers: 17 Value: £60,000,000 [share] Awarded to group of suppliers. Contractor is an SME.
2	Ascensos (Motherwell) Reference: nss202125 Num offers: 17 Value: £60,000,000 [share] Awarded to group of suppliers.
3	Go Centric (Glasgow) Reference: nss202125 Num offers: 17 Value: £60,000,000 [share] Awarded to group of suppliers. Contractor is an SME.
4	Customer Experience People (Glasgow) Reference: nss202125 Num offers: 17 Value: £60,000,000 [share] Awarded to group of suppliers.
5	HGS (Selkirk) Reference: nss202125 Num offers: 17 Value: £60,000,000 [share] Awarded to group of suppliers.
6	Journeycall (Arbroath) Reference: nss202125 Num offers: 17 Value: £60,000,000 [share] Awarded to group of suppliers.
7	Pursuit Digital (Glasgow) Reference: nss202125 Num offers: 17 Value: £60,000,000 [share] Awarded to group of suppliers. Contractor is an SME.
8	Serco (Hook) Reference: nss202125 Num offers: 17 Value: £60,000,000 [share] Awarded to group of suppliers.
9	Sitel (Coventry) Reference: nss202125 Num offers: 17 Value: £60,000,000 [share] Awarded to group of suppliers.

Award Criteria

Quality	60.0
PRICE	40.0

CPV Codes

79512000 - Call centre

Indicators

Award on basis of price and quality.

Legal Justification

A number of current agreements are in place for call centre services which were awarded via direct award under extreme urgency (regulation 33 (1)(C) and 33 (3), due to the Covid-19 pandemic. These agreements are to expire on 31 March 2021. As there is now anticipated to be an on-going medium-term requirement for these services, not only for Covid-19 but potentially for other services, the Authority is now conducting an open procurement process under the regulations. As new agreement(s) are required to be in place by the 31 March 2021, the Authority has decided to undertake an accelerated process.