Section one: Contracting authority
one.1) Name and addresses
NHS 24
Golden Jubilee National Hosp, Agamenmon Street
Glasgow
G81 4DY
Contact
Jim Binnie
Country
United Kingdom
NUTS code
UKM - Scotland
Internet address(es)
Main address
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00230
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://www.publiccontractsscotland.gov.uk/Default.aspx
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
NHS 24 Contact Centre Customer Relationship Management System PIN
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
NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24’s current CRM solution and to ascertain indicative costs. The information to be provided will help us better understand the current and developing market and to consider the way forward.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 48000000 - Software package and information systems
two.2.3) Place of performance
NUTS codes
- UKM - Scotland
Main site or place of performance
Scotland
two.2.4) Description of the procurement
NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24’s current CRM solution and to ascertain indicative costs.
NHS 24 wishes to establish the marketplace for suitably qualified suppliers to provide services relating to leading Contact Centre and CRM Platforms including:
-Technical platform implementation, maintenance, and support
- Customisation of workflows and process automations
- OMNI-channel ready, including high availability/high resilience.
- Availability of ‘Out-of-the-box’ Management Information and Business Intelligence
- Integration with other systems both internal and external (including Business Intelligence, Predictive Analytics and Workforce Management)
NHS 24 are interested in hearing from suppliers of both Contact Centre (CC) and Customer Relationship Management (CRM) solutions, though we are looking for a single bid and expect details of how an integrated CC/CRM solution would be provided.
two.2.14) Additional information
A questionnaire has been attached to this notice. Please complete and respond as per the instructions in the
document. This is a market testing exercise which will allow the Authority to consider future options in this area.
two.3) Estimated date of publication of contract notice
30 January 2024
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: Yes
Section six. Complementary information
six.3) Additional information
NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=744259.
(SC Ref:744259)