NHS 24 Contact Centre Customer Relationship Management System

Concepts

• glasgow
• information technology
• information systems
• call centre
• electronic data management (EDM)
• database systems
• e-mail system
• automation system
• contact centre customer relationship management system
• customer relationship management

Location

Scotland

Description

The NHS 24 Digital Transformation Programme requires replacement of several of the information technology solutions used to deliver services to patients in Scotland. This award is to appoint a service integrator and software solutions to provide an integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. These are the two main systems NHS 24 uses to interact directly with people who have urgent medical needs and are essential for us to effectively triage them safely.

Total Quantity or Scope

NHS 24 required replacement information technology solutions to deliver functionality of IT systems generically known as Contact Centre (CC) and Customer Relationship Management (CRM). NHS 24 has awarded a contract with a suitably qualified supplier to provide integrated CC and CRM systems and related services. This is a contract for 5 years (plus one extension of up to 2 years) for a user friendly integrated system provided as software as service and cloud hosted. The intention is that the solution will be implemented by September 2025. It is important that the contract, solution and supplier support NHS 24 to provide safe digital services that connect the people of Scotland to the care they need. This includes supporting innovation throughout the duration of the contract, so that we offer choice and convenience to people seeking healthcare advice. Our mission is to provide the right care at the right place, 24/7. There are around 2m calls to NHS 24 each year and over 100m page views on the NHS Inform website. Through this contract award there is the opportunity to enhance our digital services with a modern multi-channel approach. High availability, so the people of Scotland can have confidence to reach us, all day every day, and increased flexibility to allow us to respond to the needs of people seeking healthcare advice (for example that IVR options can be changed by NHS 24 to reflect live service pressures or people can interact while on the IVR) are key considerations.

Award Detail

Award Criteria

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support
• 48000000 - Software package and information systems
• 79512000 - Call centre
• 48517000 - IT software package
• 48510000 - Communication software package
• 48613000 - Electronic data management (EDM)
• 48610000 - Database systems
• 48600000 - Database and operating software package
• 48810000 - Information systems
• 48811000 - E-mail system
• 72317000 - Data storage services
• 72310000 - Data-processing services
• 72416000 - Application service providers
• 48921000 - Automation system
• 80500000 - Training services
• 45100000 - Site preparation work

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** The estimated value provided in sections II.1.7 and V.2.4 includes the initial 60 month contract period and the optional extension period of up to 24 months, plus the potential to purchase contract catalogue items during the contract. (SC Ref:781989)