- Scope of the procurement
- Lot 1 – Online (Digital) Communication
- Lot 2 – E-mail
- Lot 3 – Short Message Service (SMS)
- Lot 4 – Interactive Voice Response (IVR)
- Lot 5 – Agent Calls
- Lot 6 – Hybrid Mail
- Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
- Lot 8 - Two-way workforce communications
- Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
Section one: Contracting authority
one.1) Name and addresses
NHS Shared Business Services
Halyard Court, 31 Broadway, The Quays
Salford
M50 2UW
Contact
Aidan Woodward
Telephone
+44 7395253735
Country
United Kingdom
NUTS code
UK - United Kingdom
National registration number
05280446
Internet address(es)
Main address
Buyer's address
https://nhssbs.eu-supply.com/ctm/Company/CompanyInformation/Index/39
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=38199&B=NHSSBS
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=38199&B=NHSSBS
Tenders or requests to participate must be submitted to the above-mentioned address
one.4) Type of the contracting authority
Other type
Joint Venture between the Department of Health and Sopra Steria
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Patient/Citizen Communications & Engagement Solutions
Reference number
CARAS
two.1.2) Main CPV code
- 64000000 - Postal and telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short 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.
two.1.5) Estimated total value
Value excluding VAT: £250,000,000
two.1.6) Information about lots
This contract is divided into lots: Yes
Tenders may be submitted for one lot only
two.2) Description
two.2.1) Title
Lot 1 – Online (Digital) Communication
Lot No
1
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an automated One and Two way Internet-based online digital communication services such as smartphone applications.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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
two.2) Description
two.2.1) Title
Lot 2 – E-mail
Lot No
2
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an automated One and Two way Email service
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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
two.2) Description
two.2.1) Title
Lot 3 – Short Message Service (SMS)
Lot No
3
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an automated One and Two way mobile messaging (SMS), paging and alerting service.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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
two.2) Description
two.2.1) Title
Lot 4 – Interactive Voice Response (IVR)
Lot No
4
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an automated One and Two way IVR service
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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
two.2) Description
two.2.1) Title
Lot 5 – Agent Calls
Lot No
5
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
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.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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
two.2) Description
two.2.1) Title
Lot 6 – Hybrid Mail
Lot No
6
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of on and off-site bulk and traditional hybrid mail.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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
two.2) Description
two.2.1) Title
Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
Lot No
7
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
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.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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
two.2) Description
two.2.1) Title
Lot 8 - Two-way workforce communications
Lot No
8
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
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.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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
two.2) Description
two.2.1) Title
Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
Lot No
9
two.2.2) Additional CPV code(s)
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
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.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
48
This contract is subject to renewal
No
two.2.10) Information about variants
Variants will be accepted: No
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 three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.1) Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
List and brief description of conditions
Please refer to Procurement Documents
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
Framework agreement with several operators
Envisaged maximum number of participants to the framework agreement: 20
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2021/S 021-512428
four.2.2) Time limit for receipt of tenders or requests to participate
Originally published as:
Date
9 July 2021
Local time
12:00pm
Changed to:
Date
16 July 2021
Local time
12:00pm
See the change notice.
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 48 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
9 July 2021
Local time
12:00pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.3) Additional information
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.
six.4) Procedures for review
six.4.1) Review body
NHS Shared Business Services
Halyard Court, 31 Broadway
Salford
M50 2UW
Telephone
+44 7395253735
Country
United Kingdom
Internet address
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
OJEU procedures include a minimum 10 calendar day standstill period at the point information on the award of the contract is communicated to bidders. This period allows unsuccessful bidders to seek further debriefing from the contracting authority before the contract is entered into. Such information should be requested from NHSSBS. If an appeal regarding the award of a contract has not been successfully resolved the Public Contracts Regulations 2015 provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be brought promptly.