Scope
Description
NHS Blood and Transplant is leading a procurement for a National Contact Centre. We are looking for a supplier to deliver a state-of-the-art, donor-centric multi-channel National Contact Centre (NCC) solution. This centre will handle both inbound and outbound interactions with potential and existing blood donors as well as the NHS Organ Donation Register (ODR). Managing NCC contacts is essential to the NHSBT communications approach. Delivering a prompt, professional, and effective contact handling service is crucial for building and sustaining relationships between NHSBT, its blood donors, and individuals enrolling on the NHS Organ Donor Register.
Total value (estimated)
- £40,000,000 excluding VAT
- £48,000,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 1 March 2026 to 28 February 2031
- Possible extension to 28 February 2033
- 7 years
Description of possible extension:
Two additional years available as monthly or cumulative extensions.
Options
The right to additional purchases while the contract is valid.
Two additional years available as monthly or cumulative extensions.
Main procurement category
Services
CPV classifications
- 79512000 - Call centre
- 35710000 - Command, control, communication and computer systems
Contract locations
- UK - United Kingdom
Submission
Enquiry deadline
29 April 2025, 12:00pm
Submission type
Requests to participate
Tender submission deadline
19 May 2025, 12:00pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
3 November 2025
Recurring procurement
Publication date of next tender notice (estimated): 1 April 2031
Award criteria
| Name | Type | Weighting |
|---|---|---|
| Quality | Quality | 50.00% |
| Price | Price | 40.00% |
| Social Value | Quality | 10.00% |
Other information
Payment terms
30 day payment terms apply
Description of risks to contract performance
Unforeseen Regulatory Changes for NHS Blood and Transplant or the Supplier (or principal Subcontractors) which may impact volume or type of activity. Unforeseen changes necessitated by General Data Protection Regulation (GDPR) which may impact volume of activity.
Applicable trade agreements
- Government Procurement Agreement (GPA)
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Competitive flexible procedure description
This Procurement is being run under a multi-stage Competitive Flexible procedure pursuant to section 20(2)(b) of the Procurement Act 2023 to establish a single supplier contract. It is the intention of the Authority to follow a two-stage process under this procedure as follows. However, the Authority retains the right to amend the stages if required throughout the process. This includes amending the number of stages or re-running a stage of the process. Tender Stage 1: Publish tender notice and tender documents Receive tenders Assess tenders to shortlist those to be invited to Stage 2 Notify shortlisted suppliers (Top 3 Scoring Tenders) and invite to Stage 2 Tender Stage 2: Conduct presentations Assess presentations Award Stage: Notify suppliers and issue assessment summaries Publish contract award notice and commence standstill Award contract The tender process will include Conditions of Participation which will not be used as a formal stage in order to down select suppliers but will ensure that tenderers meet minimum requirements. Further information can be found in the tender documents.
Contracting authority
NHS Blood and Transplant
- Public Procurement Organisation Number: PDBY-6395-VWBP
500 North Bristol Park
Bristol
BS34 7QH
United Kingdom
Contact name: Rowena Thomas
Telephone: 07553520488
Email: rowena.thomas@nhsbt.nhs.uk
Website: https://www.nhsbt.nhs.uk/
Region: UKK12 - Bath and North East Somerset, North Somerset and South Gloucestershire
Organisation type: Public authority - central government