Section one: Contracting authority
one.1) Name and addresses
Northumbria Healthcare
Northumbria House, Cobalt
Newcastle upon Tyne
NE27 0Qj
Country
United Kingdom
Region code
UKC21 - Northumberland
Internet address(es)
Main address
https://www.northumbria.nhs.uk
Buyer's address
https://www.northumbria.nhs.uk
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://health-family.force.com/s/Welcome
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://health-family.force.com/s/Welcome
Tenders or requests to participate must be submitted to the above-mentioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at
https://health-family.force.com/s/Welcome
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
Contact Centre Solution
Reference number
C286015
two.1.2) Main CPV code
- 48000000 - Software package and information systems
two.1.3) Type of contract
Supplies
two.1.4) Short description
Procurement of a Contact centre solution for digital services - Stage 1 of restricted tender exercise
two.1.5) Estimated total value
Value excluding VAT: £180,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKC21 - Northumberland
Main site or place of performance
Seaton Deleval
two.2.4) Description of the procurement
Procurement of a Contact centre solution for digital services - Stage 1 of restricted tender exercise. A refresh of the current contact management solution has been identified and it is the
intention of the Trust to go out to market to evaluate innovative technologies and methods
of service delivery.
The current service handles internal and external engagements across all Trust sites with call
volumes of circa 7,000 per day. This is predominately via voice, however the ability to
handle SMS, web chat and robotic channels is becoming more prevalent.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £180,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
No
two.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
Objective criteria for choosing the limited number of candidates:
Will be shortlisted against selection questionnaire
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.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Restricted procedure
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.2.2) Time limit for receipt of tenders or requests to participate
Date
7 June 2024
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
Tender must be valid until: 5 September 2024
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
Northumbria Healthcare NHS Foundation Trust
County Hall
Morpeth
NE61 2EF
Country
United Kingdom