Section one: Contracting authority
one.1) Name and addresses
NHS Blood and Transplant
203 Longmead Rd, Avon
Bristol
BS16 7FG
Contact
Louise Davenhill
Country
United Kingdom
NUTS code
UKK12 - Bath and North East Somerset, North Somerset and South Gloucestershire
Internet address(es)
Main address
Buyer's address
one.3) Communication
Additional information can be obtained from 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
Other type
NHS
one.5) Main activity
Health
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
National Contact Centre
Reference number
C238100
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
The provision of an omni channel National Contact Centre (NCC) solution focused on providing the right solution for our existing and prospective donors via their channel of their choice at a time of their choosing
two.1.5) Estimated total value
Value excluding VAT: £35,000,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 72250000 - System and support services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
NHSBT is seeking the provision of an omni channel National Contact Centre (NCC) solution focused on providing the right solution for our existing and prospective donors via their channel of their choice at a time of their choosing.
We are looking for any potential provider to be able to demonstrate a strong record in delivering an integrated omni channel services including inbound and outbound calls, interactive messaging, social media, push messaging along with any experience of delivering effective channel deflection and digital solutions to meet the needs of a large and dedicated donor base, seamlessly facilitating the needs of existing and prospective Whole Blood, Plasma, Platelets and NHS Organ Donor Register (ODR) service users.
We are seeking discussions with suppliers to be able to provide NHSBT with best practice in the industry with regards to contact centre solutions to drive high quality, efficient and appropriate contacts with our Blood and Organ Donors, with recognition of the critically important role our service delivery provides in maintaining stocks across the NHS.
Contacts relate to appointment booking, queries, new donor registration, online technical support, administration and update of existing donor records and medical issues including responses to marketing campaigns. Effective Donor complaint handling and integration with current and future NHSBT systems.
** this is an updated prior information notice to inform of a change in timelines following the initial market engagement, please see new Estimated timeline below*****
Procurement Activity Timescales
Prior Information Notice (PIN) January 2024 & June 2024
Initial Supplier Engagement Day February 2024
Engagement with internal stakeholders April/Mary 2024
Draft specification completed July 2024
Prepare Invitation to Tender (ITT) Pack July- Nov 2024
Final Specification completed October 2024
Internal Approval to Proceed to Tender August – October 2024
Tender (ITT Issued) November 2024
Tender Evaluation January -April 2025
Approval to Proceed to Contract Award (FBC) April – May 2025
Standstill Period May 2025
Contract Award July 2025
Contract drafting Signature July 2025
Implementation (including IQ / OQ / PQ) August 25 – January 2026
Full go-live of new contract February 2026
two.3) Estimated date of publication of contract notice
31 July 2025
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No