Section one: Contracting authority
one.1) Name and addresses
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)
1 South Gyle Crescent
Edinburgh
EH12 9EB
Telephone
+44 1312756000
Country
United Kingdom
NUTS code
UKM - Scotland
Internet address(es)
Main address
http://www.nss.nhs.scot/browse/procurement-and-logistics
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11883
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
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
NP04725 Vaccination Service Contact Centre
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
NSS have been instructed by Scottish Government to assist the National rollout and ongoing support of the Test Trace, Isolate and Support (TTIS) Service. This contract provides a Virtual Contact Centre functionality to enable a number of agents to get in touch with Contacts as part of Contract Tracing which is a key element of the TTIS Programme.
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: £300,000
two.2) Description
two.2.2) Additional CPV code(s)
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UKM - Scotland
two.2.4) Description of the procurement
Public Health Scotland require a cloud based Contact Centre that by necessity will need to deliver service to up to an estimated 2000 staff members, mostly working from home. The exact number of agents is unknown and will be driven by infection and re-infection rates in the expected “second Spike”. Current Estimates on the required number of agents range from 50 – 2000. These Agents will require a Contact Centre with all normal enterprise Contact Centre functionality plus some specific routing and call handling requirements:
1) IVR routing that will direct calls to a “local” team for each of the Scottish health board regions
2) Easily Adaptable IVR messaging – delivering up to date information at the start of the call
3) Call Queuing based on Agent skills and experience for specialist enquiries
4) An outbound dialling capability to queue calls from a list created by the NHS NSS Hub Case Management System based on ServiceNow CSM.
5) Integration with this NHS NSS Hub to update client details and case notes following a call
6) Initially this Contact Centre will use voice channels only.
7) Contact Centre Agents will require access to supervisory teams.
8) Public Health Scotland Management Team will need regular, accurate reports on call volumes and other KPIs and the ability to auto generate reports and distribution to key stakeholders.
9) Agents, working from home will need both a contact centre agent desktop but also the telephony platform to make and answer calls. A unified Communications client, soft-phone, headset and DDI line.
10) Given the nature of this requirement, a rapid deployment is needed.
11) The Call Tracing Service will be in place for a minimum of 3 months and potentially up to 12. 12) Flexibility is a must, and a consumption based commercial model is preferable
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
- The services can be provided only by a particular economic operator for the following reason:
- absence of competition for technical reasons
Explanation:
A Business Case is being developed by Public Health Scotland through the Scottish Immunisation and Vaccination Programme (SVIP) to procure a solution and there will be a requirement for a solution until this is in place. This solution will not be in place before March 2026.
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section five. Award of contract
Contract No
NP04725
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
31 March 2025
five.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 1
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: 1
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
8x8 Limited
4 Offley Road
London
SW9 0LS
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £300,000
Section six. Complementary information
six.3) Additional information
(SC Ref:797633)
six.4) Procedures for review
six.4.1) Review body
Edinburgh Sheriff Court
Edinburgh
Country
United Kingdom