Section one: Contracting authority
one.1) Name and addresses
NHS Business Services Authority
Stella House, Goldcrest Way, Newburn Riverside
Newcastle upon Tyne
NE15 8NY
Contact
Rosemary (Rose) Hammond-McKie
rosemary.hammond-mckie@nhs.net
Country
United Kingdom
Region code
UKC22 - Tyneside
Internet address(es)
Main address
Buyer's address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Health
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
C151878 - Workforce Management Solution
Reference number
C151878
two.1.2) Main CPV code
- 48000000 - Software package and information systems
two.1.3) Type of contract
Supplies
two.1.4) Short description
Solution to manage front and back-office administration. Centralised view of incoming tasks; work prioritisation/distribution; resource management; skills management; capacity planning and end-to-end process analytics and forecasting.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £1,469,795.77
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
NHS Business Services Authority
Stella House, Goldcrest Way,
Newburn Riverside
Newcastle upon Tyne NE15 8NY
two.2.4) Description of the procurement
Renewal to enable continuation of services via a Direct Award -REG32 5(b)
The Contact Centre Strategy, transformation and change programme which underpins the NHSBSA customer contact strategy is key to the delivery of NHS critically funded services has resulted in a multi-faceted re-procurement, and programme management exercise which is a current priority for the NHSBSA.
There are a number of interdependent parallel workstreams specifically relating to the phasing of procurements, contract renewals, extensions, third party upgrades to end of life systems, migration activities, de-coupling, implementing, and transitioning with additional interdependencies between applications and key systems which tie into the modernisation and change programme. This includes the Work Force Management system which Citizen Services use to manage contact centre agents work streams with the general public.
The previous contract was sourced via G-Cloud and there are no further extensions to the existing contract available under these terms. To mitigate the risks of potential disruption, operational failures, and ensure there is no loss of service during the period of change, and transition and to ensure a continuation of the existing workforce management service whilst the technically complex nature of this programme of work is completed, we have renewed this service using a Direct Award under Reg 32 5(b) within the 3-year allowable term.
The scope of the contract covers the renewal of the NHSBSA’s current Software as a Service (SaaS) subscription for a workforce management system, which is used by NHSBSA’s Citizen Services and Corporate Services directorates. The SaaS subscription covers both licencing and services. The services include but are not limited to cloud hosting; support and maintenance; configuration, customisation, and development services; training; and other associated services as may be required throughout the term.
Once the NHSBSA have completed all procurements and migration activities associated with this programme of modernisation, we will have a stable baseline to determine the business needs required to inform a full re-procurement exercise. It is the NHSBSA’s intention to re visit the market in 2024/25 to look at options for 2026 onwards.
.................................................................................................................................................................................................................
Solution to manage front and back-office administration. Centralised view of incoming tasks; work prioritisation/distribution; resource management; skills management; capacity planning and end-to-end process analytics and forecasting.
two.2.5) Award criteria
Price
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Award of a contract without prior publication of a call for competition in the cases listed below
- Additional deliveries by the original supplier
Explanation:
The Contact Centre Strategy, transformation and change programme which underpins the NHSBSA customer contact strategy is key to the delivery of NHS critically funded services has resulted in a multi-faceted re-procurement, and programme management exercise which is a current priority for the NHSBSA.
There are a number of interdependent parallel workstreams specifically relating to the phasing of procurements, contract renewals, extensions, third party upgrades to end of life systems, migration activities, de-coupling, implementing, and transitioning with additional interdependencies between applications and key systems which tie into the modernisation and change programme. This includes the Work Force Management system which Citizen Services use to manage contact centre agents work streams with the general public.
The previous contract was sourced via G-Cloud and there are no further extensions to the existing contract available under these terms. To mitigate the risks of potential disruption, operational failures, and ensure there is no loss of service during the period of change, and transition and to ensure a continuation of the existing workforce management service whilst the technically complex nature of this programme of work is completed, we have renewed this service using a Direct Award under Reg 32 5(b) within the 3-year allowable term.
The scope of the contract covers the renewal of the NHSBSA’s current Software as a Service (SaaS) subscription for a workforce management system, which is used by NHSBSA’s Citizen Services and Corporate Services directorates. The SaaS subscription covers both licencing and services. The services include but are not limited to cloud hosting; support and maintenance; configuration, customisation, and development services; training; and other associated services as may be required throughout the term.
Once the NHSBSA have completed all procurements and migration activities associated with this programme of modernisation, we will have a stable baseline to determine the business needs required to inform a full re-procurement exercise. It is the NHSBSA’s intention to re visit the market in 2024/25 to look at options for 2026 onwards.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
27 February 2023
five.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 0
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Verint Systems UK Ltd
241 Brooklands Road
Renfrew, Weybridge
KT13 0RH
Telephone
+44 7825507388
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
02602824
Internet address
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £1,469,795.77
Total value of the contract/lot: £1,469,795.77
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
NHS Business Services Authority
Stella House, Goldcrest Way, Newburn Riverside
Newcastle upon Tyne
NE15 8NY
Country
United Kingdom
Internet address
six.4.2) Body responsible for mediation procedures
NHS Business Services Authority
Stella House, Goldcrest Way, Newburn Riverside
Newcastle upon Tyne
NE15 8NY
Country
United Kingdom
Internet address
six.4.4) Service from which information about the review procedure may be obtained
NHS Business Services Authority
Stella House, Goldcrest Way, Newburn Riverside
Newcastle upon Tyne
NE15 8NY
Country
United Kingdom