Patient Communication & Engagement Solutions 2 (SBS10521)
A Prior Information Notice
by N H S SHARED BUSINESS SERVICES LIMITED
- Source
- Find a Tender
- Type
- Future Contract (Services)
- Duration
- not specified
- Value
- 250M
- Sector
- BUSINESS
- Published
- 04 Oct 2024
- Delivery
- not specified
- Deadline
- n/a
Concepts
Location
Hemel Hempsted
1 buyer
- NHS Shared Business Services Hemel Hempsted
Description
NHS Shared Business Services Limited (NHS SBS) 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 SBS intends to put in place a Framework Agreement for the provision of Patient Communication & Engagement Solutions 2 and related Goods and Services for Healthcare to be used by NHS SBS Approved Organisations. Our Approved Organisation list can be found on: https://sbs.nhs.uk/proc-framework-agreements-support We are committed to working with suppliers who are dedicated to Sustainability and Social Value and there will be a significant weighting on these elements in the tender.
Lot Division
| 1 | Digital (online) communication 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. |
| 2 | Messaging & SMS The provision of an automated One Way and Two Way Digital Messaging, SMS, paging and alerting service. The solutions shall be capable of handling inbound/outbound messaging, scheduling communications, using templates and providing data analytics. |
| 3 | Voice The provision of an Agent Calls service based on a Call Centre, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination. There is also provision of a One Way and Two Way automated IVR service including intelligent call routing and patient self-service. |
| 4 | Hybrid mail The provision of on-site and off-site bulk hybrid mail, including traditional and electronic options. Solutions shall provide digital alternatives to physical print, providing use of templates and electronic data management processes. The platforms shall be self-service with the ability to schedule communications and volume-based deviation alerting. |
| 5 | Patient/Citizen Experience (FFT) It is recognised that surveys such as Friends and Family Test Service (FFT) will predominantly be Digital First and using Online (Digital) Communication therefore the requirement is for Bidders to provide automated One and Two way Internet-based online digital communication services such as web based services or smartphone applications. The solutions shall ensure GDPR compliance, and provide anonymous feedback processing for discharged patients. |
| 6 | Workforce Communications The provision of an automated One 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. Solutions shall be capable of handling inbound and outbound communications with scheduling of communications and analytics. |
CPV Codes
- 64000000 - Postal and telecommunications services
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
Indicators
- Restrictions apply to the lot award allocation.
Other Information
This Prior Information Notice (PIN) is to signal an intention to commence market engagement with those within the Patient Communication & Engagement Solutions market. Please complete and return the RFI (Request for Information) that can be accessed at the link at I.3. Should you have access issues, please contact nsbs.digital@nhs.net for a digital copy. NHS Shared Business Services Limited (NHS SBS) reserves the right to withdraw this notice at any time. NHS SBS is not bound to accept any proposals submitted by Bidders and is not liable for any costs incurred as a result of Bidders engaging with this process. This early market engagement exercise does not guarantee that a Procurement will take place and NHS SBS reserves the right to defer from any Procurement entirely. NHS SBS intends to hold market engagement sessions during October and November 2024 with industry experts and suppliers interested in potentially bidding for the resulting Framework Agreement NHS SBS will use an eSourcing system for any procurement activity taken subsequent to this PIN and reserves the right to use an electronic auction. The eSourcing system we will use is SAP Ariba. Please note that, to register, you must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a Framework Agreement if invited to do so. The value in II.1.5 is an indicative value over multiple years from 01/11/2025 The date in II.3) is the estimated date of publication, please monitor Find a Tender Service https://www.find-tender.service.gov.uk/Search for the publication of the relevant high value contract notice.
Reference
- FTS 031878-2024