Patient/Citizen Communications & Engagement Solutions

A Contract Award Notice
by NHS SHARED BUSINESS SERVICES

Source
Find a Tender
Type
Framework (Services)
Duration
not specified
Value
£250M
Sector
TECHNOLOGY
Published
16 Nov 2021
Delivery
not specified
Deadline
n/a

Concepts

Location

United Kingdom: M50 2UW

Geochart for 1 buyers and 92 suppliers

1 buyer

30 suppliers

Description

NHS SBS is seeking to put in place a comprehensive framework agreement for the supply of Patient Communications & Engagement Solutions. 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. The framework is in response to the need within the NHS for better pre and post appointment communications, supporting healthcare professionals to provide effective clinical care while improving clinical efficiency and safety to drive increases in patient satisfaction.

Lot Division

1 Online (Digital) Communication
Award Criteria
Quality 80%
price 20%
2 E-mail

The provision of an automated One and Two way Email service

Award Criteria
Quality 80%
price 20%
3 Short Message Service (SMS)

The provision of an automated One and Two way mobile messaging (SMS), paging and alerting service.

Award Criteria
Quality 80%
price 20%
4 Interactive Voice Response (IVR)

The provision of an automated One and Two way IVR service

Award Criteria
Quality 80%
price 20%
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.

Award Criteria
Quality 80%
price 20%
6 Hybrid Mail

The provision of on and off-site bulk and traditional hybrid mail.

Award Criteria
Quality 80%
price 20%
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.

Award Criteria
Quality 80%
price 20%
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.

Award Criteria
Quality 80%
price 20%
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. Additional information: Awarded parties must be awarded to 3+ individual Lots to satisfy the criteria of becoming awarded to Lot 9.

Award Criteria
price _

Award Detail

1 4Net Technologies (Manchester)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
2 Acf Technologies (Woking)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
3 Advanced Digital Innovation (Saltaire)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
4 Drdoctor (Windsor)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
5 Eboai (Rossendale)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
6 Forth Communication (Bangor)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
7 Fusion Practices (London)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
8 Healthcare Communications (London)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
9 Infinite Convergence Solutions (London)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
10 Netcall Technology (Bedford)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
11 Quadient (London)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
12 Service Level Management (Hadleigh)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
13 Synertec (Wellington)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
14 Talkdesk (San Francisco)
  • Lot 1 – Online (Digital) Communication
  • Reference: 028618-2021-1-1
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
15 4Net Technologies (Manchester)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
16 Acf Technologies (Woking)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
17 British Telecommunications (London)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
18 Conduent Business Process Solutions (London)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
19 Content Guru (Bracknell)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
20 Doxim Striata (Kent)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
21 Drdoctor (Windsor)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
22 Forfront (London)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
23 Forth Communication (Bangor)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
24 Healthcare Communications (London)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
25 Infinite Convergence Solutions (London)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
26 Netcall Technology (Bedford)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
27 Service Level Management (Essex)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
28 Synertec (Wellington)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
29 Talkdesk (San Francisco)
  • Lot 2 – E-mail
  • Reference: 028618-2021-2-2
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
30 British Telecommunications (London)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
31 Conduent Business Process Solutions (London)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
32 Content Guru (Bracknell)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
33 Drdoctor (Windsor)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
34 Firetext Communications (Penryn)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
35 Forth Communication (Bangor)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
36 Healthcare Communications (London)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
37 Infinite Convergence Solutions (London)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
38 Link Mobility (London)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
39 Netcall Technology (Bedford)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
40 Quadient (London)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
41 Service Level Management (Essex)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
42 Synertec (Wellington)
  • Lot 3 – Short Message Service (SMS)
  • Reference: 028618-2021-3-3
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
43 4Net Technologies (Manchester)
  • Lot 4 – Interactive Voice Response (IVR)
  • Reference: 028618-2021-4-4
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
44 British Telecommunications (London)
  • Lot 4 – Interactive Voice Response (IVR)
  • Reference: 028618-2021-4-4
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
45 Conduent Business Process Solutions (London)
  • Lot 4 – Interactive Voice Response (IVR)
  • Reference: 028618-2021-4-4
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
46 Content Guru (Bracknell)
  • Lot 4 – Interactive Voice Response (IVR)
  • Reference: 028618-2021-4-4
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
47 Healthcare Communications (London)
  • Lot 4 – Interactive Voice Response (IVR)
  • Reference: 028618-2021-4-4
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
48 Charles Novacroft Direct (Milton Keynes)
  • Lot 4 – Interactive Voice Response (IVR)
  • Reference: 028618-2021-4-4
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
49 Conduent Business Process Solutions (London)
  • Lot 5 – Agent Calls
  • Reference: 028618-2021-5-5
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
50 Healthcare Communications (London)
  • Lot 5 – Agent Calls
  • Reference: 028618-2021-5-5
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
51 Charles Novacroft Direct (Milton Keynes)
  • Lot 5 – Agent Calls
  • Reference: 028618-2021-5-5
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
52 Talkdesk (San Francisco)
  • Lot 5 – Agent Calls
  • Reference: 028618-2021-5-5
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
53 CFH Docmail (Radstock)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
54 Civica (London)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
55 Conduent Business Process Solutions (London)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
56 Drdoctor (Windsor)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
57 Forth Communication (Bangor)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
58 Healthcare Communications (London)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
59 Mba Group (London)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
60 Quadient (London)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
61 Service Level Management (Essex)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
62 Synertec (Wellington)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
63 Webpost (Ware)
  • Lot 6 – Hybrid Mail
  • Reference: 028618-2021-6-6
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
64 4Net Technologies (Manchester)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
65 British Telecommunications (London)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
66 Civica (London)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
67 Conduent Business Process Solutions (London)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
68 Content Guru (Bracknell)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
69 Drdoctor (Windsor)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
70 Eboai (Rossendale)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
71 Healthcare Communications (London)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
72 Medallia (San Francisco)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
73 Netcall Technology (Bedford)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
74 Synertec (Wellington)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
75 Talkdesk (San Francisco)
  • Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
  • Reference: 028618-2021-7-7
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
76 Infinite Convergence Solutions (London)
  • Lot 8 - Two-way workforce communications
  • Reference: 028618-2021-8-8
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
77 Multitone Electronics (Hampshire)
  • Lot 8 - Two-way workforce communications
  • Reference: 028618-2021-8-8
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
78 Talkdesk (San Francisco)
  • Lot 8 - Two-way workforce communications
  • Reference: 028618-2021-8-8
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
79 Vocera Communications (Reading)
  • Lot 8 - Two-way workforce communications
  • Reference: 028618-2021-8-8
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
80 4Net Technologies (Manchester)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
81 British Telecommunications (London)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
82 Conduent Business Process Solutions (London)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
83 Content Guru (Bracknell)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
84 Drdoctor (Windsor)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
85 Forth Communication (Bangor)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
86 Healthcare Communications (London)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
87 Infinite Convergence Solutions (London)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
88 Netcall Technology (Bedford)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
89 Quadient (London)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
90 Service Level Management (Essex)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
91 Synertec (Wellington)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.
92 Talkdesk (San Francisco)
  • Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
  • Reference: 028618-2021-9-9
  • Value: £250,000,000 [share]
  • Awarded to group of suppliers.

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

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

Reference

Domains