Patient/Citizen Communications & Engagement Solutions

A Tender Notice
by NHS SHARED BUSINESS SERVICES

Source
Find a Tender
Type
Framework (Services)
Duration
4 year
Value
£-£250M
Sector
TECHNOLOGY
Published
09 Jun 2021
Delivery
To 18 Jun 2025 (est.)
Deadline
09 Jul 2021 11:00

Concepts

Location

United Kingdom: M50 2UW

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

The objective of the Patient/Citizen Communications & Engagement Solutions Framework is to enhance interactions with citizens as they access the healthcare system to ensure all patients receive reminders, alerts and support when needed. Switching to a more customer focused solution including online patient portals and patient self-service functionality will lead to more successful patient pathways and experience. The framework aims to provide a simple, effective, efficient, and compliant route to market for the supply of communication methods to engage with patients, citizens and the workforce across NHS organisations and wider public sector bodies. It provides access to communications, alerts, reminders, and appointment technology, through a range of communication channels with Digital First, but ensuring inclusion is maximised by offering traditional methods such as Phone, Mail and SMS. Friends and Family Test (FFT) surveys can also be commissioned.

Lot Division

1 Online (Digital) Communication

The provision of an automated One and Two way Internet-based online digital communication services such as smartphone applications.
2 E-mail

The provision of an automated One and Two way Email service
3 Short Message Service (SMS)

The provision of an automated One and Two way mobile messaging (SMS), paging and alerting service.
4 Interactive Voice Response (IVR)

The provision of an automated One and Two way IVR service
5 Agent Calls

The provision of an Agent Calls service based from a Call Centre, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination.
6 Hybrid Mail

The provision of on and off-site bulk and traditional hybrid mail.
7 Surveys and feedback (inc. the Friends and Family Test - FFT)

It is recognised that surveys such as FFT will predominantly be Digital First and using Online (Digital) Communication therefore the requirement is for Bidders to provide an automated One and Two way Internet-based online digital communication services such as web based services or smartphone applications.
8 Two-way 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.
9 All-in-one Combined Solution and Advisory / Digital Transformation

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.

CPV Codes

  • 64000000 - Postal and telecommunications services
  • 32000000 - Radio, television, communication, telecommunication and related equipment
  • 32260000 - Data-transmission equipment
  • 32500000 - Telecommunications equipment and supplies
  • 32570000 - Communications equipment
  • 32573000 - Communications control system
  • 64227000 - Integrated telecommunications services
  • 72000000 - IT services: consulting, software development, Internet and support

Indicators

  • This is a one-off contract (no recurrence)
  • Renewals are not available.
  • Professional qualifications are sought.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **  The duration referenced in Section II.2.7 is for the placing of orders. The value provided in Section II.1.5 is only an estimate. We cannot guarantee to successful suppliers any business through this framework agreement. Spend and volumes may vary throughout the life of the framework agreement from the anticipated levels given in this notice. The Framework will be for the benefit, and on behalf, of public sector bodies, details of such bodies can be accessed at: https://www.sbs.nhs.uk/proc-framework-agreements-support In addition, if provided for in the contract documents, NHS SBS may extend the scope and benefit of the Framework Agreement to private sector bodies, subject to the approval of NHS SBS. Whilst NHS SBS is not required by procurement legislation to do so, it has extended the principles of public procurement rules to provide its private sector customers with the best value and open and transparent procurement procedures. The envisaged maximum number of participants to the framework agreement, stated in IV.1.3 is an estimate and is subject to change Please respond through the EU Supply tender portal, tender reference; 44774 by 12:00 noon on 9th July 2021.

Reference

Domains