- Scope of the procurement
- Lot 1 – Online (Digital) Communication
- Lot 2 – E-mail
- Lot 3 – Short Message Service (SMS)
- Lot 4 – Interactive Voice Response (IVR)
- Lot 5 – Agent Calls
- Lot 6 – Hybrid Mail
- Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
- Lot 8 - Two-way workforce communications
- Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
Section one: Contracting authority
one.1) Name and addresses
NHS Shared Business Services
Halyard Court, 31 Broadway, The Quays
Salford
M50 2UW
Contact
Aidan Woodward
Telephone
+44 7395253735
Country
United Kingdom
NUTS code
UK - United Kingdom
National registration number
05280446
Internet address(es)
Main address
Buyer's address
https://nhssbs.eu-supply.com/ctm/Company/CompanyInformation/Index/39
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.4) Type of the contracting authority
Other type
Joint Venture between the Department of Health and Sopra Steria
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Patient/Citizen Communications & Engagement Solutions
Reference number
SBS10175
two.1.2) Main CPV code
- 64000000 - Postal and telecommunications services
two.1.3) Type of contract
Services
two.1.4) Short description
NHS SBS is seeking to put in place a comprehensive framework agreement for the supply of Patient Communications & Engagement Solutions.
The framework aims to provide a simple, effective, efficient, and compliant route to market for the supply of communication methods to engage with patients, citizens and the workforce across NHS organisations and wider public sector bodies. It provides access to communications, alerts, reminders, and appointment technology, through a range of communication channels with Digital First, but ensuring inclusion is maximised by offering traditional methods such as Phone, Mail and SMS. Friends and Family Test (FFT) surveys can also be commissioned.
The framework is in response to the need within the NHS for better pre and post appointment communications, supporting healthcare professionals to provide effective clinical care while improving clinical efficiency and safety to drive increases in patient satisfaction.
two.1.6) Information about lots
This contract is divided into lots: Yes
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £250,000,000
two.2) Description
two.2.1) Title
Lot 1 – Online (Digital) Communication
Lot No
1
two.2.2) Additional CPV code(s)
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 32260000 - Data-transmission equipment
- 32500000 - Telecommunications equipment and supplies
- 32570000 - Communications equipment
- 32573000 - Communications control system
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
NHS SBS is seeking to put in place a comprehensive framework agreement for the supply of Patient Communications & Engagement Solutions.
The framework aims to provide a simple, effective, efficient, and compliant route to market for the supply of communication methods to engage with patients, citizens and the workforce across NHS organisations and wider public sector bodies. It provides access to communications, alerts, reminders, and appointment technology, through a range of communication channels with Digital First, but ensuring inclusion is maximised by offering traditional methods such as Phone, Mail and SMS. Friends and Family Test (FFT) surveys can also be commissioned.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80%
Price - Weighting: 20%
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
two.2) Description
two.2.1) Title
Lot 2 – E-mail
Lot No
2
two.2.2) Additional CPV code(s)
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 32260000 - Data-transmission equipment
- 32500000 - Telecommunications equipment and supplies
- 32570000 - Communications equipment
- 32573000 - Communications control system
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an automated One and Two way Email service
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80%
Price - Weighting: 20%
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
two.2) Description
two.2.1) Title
Lot 3 – Short Message Service (SMS)
Lot No
3
two.2.2) Additional CPV code(s)
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 32260000 - Data-transmission equipment
- 32500000 - Telecommunications equipment and supplies
- 32570000 - Communications equipment
- 32573000 - Communications control system
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an automated One and Two way mobile messaging (SMS), paging and alerting service.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80%
Price - Weighting: 20%
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
two.2) Description
two.2.1) Title
Lot 4 – Interactive Voice Response (IVR)
Lot No
4
two.2.2) Additional CPV code(s)
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 32260000 - Data-transmission equipment
- 32500000 - Telecommunications equipment and supplies
- 32570000 - Communications equipment
- 32573000 - Communications control system
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an automated One and Two way IVR service
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80%
Price - Weighting: 20%
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
two.2) Description
two.2.1) Title
Lot 5 – Agent Calls
Lot No
5
two.2.2) Additional CPV code(s)
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 32260000 - Data-transmission equipment
- 32500000 - Telecommunications equipment and supplies
- 32570000 - Communications equipment
- 32573000 - Communications control system
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an Agent Calls service based from a Call Centre, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80%
Price - Weighting: 20%
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
two.2) Description
two.2.1) Title
Lot 6 – Hybrid Mail
Lot No
6
two.2.2) Additional CPV code(s)
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 32260000 - Data-transmission equipment
- 32500000 - Telecommunications equipment and supplies
- 32570000 - Communications equipment
- 32573000 - Communications control system
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of on and off-site bulk and traditional hybrid mail.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80%
Price - Weighting: 20%
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
two.2) Description
two.2.1) Title
Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
Lot No
7
two.2.2) Additional CPV code(s)
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 32260000 - Data-transmission equipment
- 32500000 - Telecommunications equipment and supplies
- 32570000 - Communications equipment
- 32573000 - Communications control system
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
It is recognised that surveys such as FFT will predominantly be Digital First and using Online (Digital) Communication therefore the requirement is for Bidders to provide an automated One and Two way Internet-based online digital communication services such as web based services or smartphone applications.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80%
Price - Weighting: 20%
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
two.2) Description
two.2.1) Title
Lot 8 - Two-way workforce communications
Lot No
8
two.2.2) Additional CPV code(s)
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 32260000 - Data-transmission equipment
- 32500000 - Telecommunications equipment and supplies
- 32570000 - Communications equipment
- 32573000 - Communications control system
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an automated One and Two way mobile audio messaging, paging and alerting service. This service is intended to replace outdated workforce communication methods such as Fax Machines and analogue Pagers.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 80%
Price - Weighting: 20%
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
two.2) Description
two.2.1) Title
Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
Lot No
9
two.2.2) Additional CPV code(s)
- 32000000 - Radio, television, communication, telecommunication and related equipment
- 32260000 - Data-transmission equipment
- 32500000 - Telecommunications equipment and supplies
- 32570000 - Communications equipment
- 32573000 - Communications control system
- 64227000 - Integrated telecommunications services
- 72000000 - IT services: consulting, software development, Internet and support
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
Main site or place of performance
M50 2UW
two.2.4) Description of the procurement
The provision of an automated One and Two way mobile audio messaging, paging and alerting service. This service is intended to replace outdated workforce communication methods such as Fax Machines and analogue Pagers.
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
two.2.14) Additional information
Awarded parties must be awarded to 3+ individual Lots to satisfy the criteria of becoming awarded to Lot 9.
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
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.2.1) Previous publication concerning this procedure
Notice number: 2021/S 000-012974
Section five. Award of contract
Contract No
1
Lot No
1
Title
Lot 1 – Online (Digital) Communication
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2021
five.2.2) Information about tenders
Number of tenders received: 17
Number of tenders received from SMEs: 9
Number of tenders received from tenderers from other EU Member States: 1
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 17
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
4Net Technologies
3 Scholar Green Road, Cobra Court, Stretford
Manchester
M32 0TR
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
346428068
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
ACF Technologies (UK) Limited
Technology House, 48-54 Goldsworth Road
Woking
GU21 6LE
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
141876420
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Advanced Digital Innovation (UK) Limited
Salts Mill, Victoria Road, Saltaire, West Yorkshire
Saltaire
BD18 3LA
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
218774299
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
DrDoctor
123a Maidenhead Roa
Windsor
SL4 5EY
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
218501271
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
EBO.AI (UK) LTD
St. Crispin House, St. Crispin Way
Rossendale
BB4 4PW
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
224338569
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Forth Communication Ltd
2-4 Balloo Avenue
Bangor
BT19 7QT
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
500279468
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Fusion Practices Limited
Unit 6083, 6th Floor, Aldgate Tower, 2 Leman Street,
London
E1 8FA
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
216320371
The contractor is an SME
No
five.2.3) Name and address of the contractor
Healthcare Communications UK
5 St John's Lane
London
EC1M 4BH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
735713583
The contractor is an SME
No
five.2.3) Name and address of the contractor
Infinite Convergence Solutions Inc
16 Upper Woburn Place
London
WC1H 0AF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
022904785
The contractor is an SME
No
five.2.3) Name and address of the contractor
Netcall Technology Limited
Suite 203 Bedford Heights Brickhill Drive, Bedford, Bedfordshire
Bedford
MK41 7PH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
294785803
The contractor is an SME
No
five.2.3) Name and address of the contractor
Quadient UK Ltd
3rd Floor Press Centre, 14 East Bay Lane
London
E15 2GW
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
770080364
The contractor is an SME
No
five.2.3) Name and address of the contractor
Service Level Management Ltd
Broom House 39/43 London Road, Hadleigh, Essex
Hadleigh
SS7 2QL
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
584948624
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Synertec Limited
2 Chelston Business Park, Castle Road, Wellington
Wellington
TA21 9JQ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
237228965
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Talkdesk, Inc
388 Market Street, Suite 1300, San Francisco
San Francisco
CA 94111
Country
United States
NUTS code
- US - United States
National registration number
078455294
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £250,000,000
Section five. Award of contract
Contract No
2
Title
Lot 2 – E-mail
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2021
five.2.2) Information about tenders
Number of tenders received: 17
Number of tenders received from SMEs: 9
Number of tenders received from tenderers from other EU Member States: 1
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 17
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
4Net Technologies
3 Scholar, Green Road, Cobra Court, Stretford
Manchester
M32 0TR
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
346428068
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
ACF Technologies (UK) Limited
Technology House, 48-54 Goldsworth Road
Woking
GU21 6LE
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
141876420
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
British Telecommunications Plc
81 Newgate St
London
EC1A 7AJ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
227015716
The contractor is an SME
No
five.2.3) Name and address of the contractor
Conduent Business Process Solutions
Ground Floor, One George Yard
London
EC3V 9DF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
080342931
The contractor is an SME
No
five.2.3) Name and address of the contractor
Content Guru
Radius Court, Eastern Road, Bracknell, Berkshire
Bracknell
RG12 2UP
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
348551214
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Doxim Striata Ltd
Unit 2 Crown Business Centre, High Street, Seal
Kent
TN15 OAJ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
226125583
The contractor is an SME
No
five.2.3) Name and address of the contractor
DrDoctor
123a Maidenhead Road
Windsor
SL4 5EY
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
218501271
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Forfront Limited
Paternoster House, 65 St Paul's Churchyard
London
EC4M 8AB
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
236485004
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Forth Communication Ltd
2-4 Balloo Avenue
Bangor
BT19 7QT
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
500279468
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Healthcare Communications UK
5 St John's Lane
London
EC1M 4BH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
735713583
The contractor is an SME
No
five.2.3) Name and address of the contractor
Infinite Convergence Solutions Inc
16 Upper Woburn Place
London
WC1H 0AF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
022904785
The contractor is an SME
No
five.2.3) Name and address of the contractor
Netcall Technology Limited
Suite 203, Bedford Heights Brickhill Drive, Bedford, Bedfordshire
Bedford
MK41 7PH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
294785803
The contractor is an SME
No
five.2.3) Name and address of the contractor
Service Level Management Ltd
Broom House, 39/43 London Road, Hadleigh, Essex
Essex
SS7 2QL
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
584948624
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Synertec Limited
2 Chelston Business Park, Castle Road, Wellington
Wellington
TA21 9JQ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
237228965
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Talkdesk, Inc
388 Market Street, Suite 1300, San Francisco
San Francisco
CA 94111
Country
United States
NUTS code
- US - United States
National registration number
078455294
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £250,000,000
Section five. Award of contract
Contract No
3
Lot No
3
Title
Lot 3 – Short Message Service (SMS)
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2021
five.2.2) Information about tenders
Number of tenders received: 19
Number of tenders received from SMEs: 12
Number of tenders received from tenderers from other EU Member States: 1
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 19
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
British Telecommunications Plc
81 Newgate St
London
EC1A 7AJ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
227015716
The contractor is an SME
No
five.2.3) Name and address of the contractor
Conduent Business Process Solutions
Ground Floor, One George Yard
London
EC3V 9DF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
080342931
The contractor is an SME
No
five.2.3) Name and address of the contractor
Content Guru
Radius Court, Eastern Road, Bracknell, Berkshire
Bracknell
RG12 2UP
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
348551214
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
DrDoctor
123a Maidenhead Road
Windsor
SL4 5EY
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
218501271
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
FireText Communications Ltd
Tremough Innovation Centre, Penryn, Cornwall
Penryn
TR10 9TA
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
210027763
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Forth Communication Ltd
2-4 Balloo Avenue
Bangor
BT19 7QT
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
500279468
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Healthcare Communications UK
5 St John's Lane
London
EC1M 4BH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
735713583
The contractor is an SME
No
five.2.3) Name and address of the contractor
Infinite Convergence Solutions Inc
16 Upper Woburn Place
London
WC1H 0AF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
022904785
The contractor is an SME
No
five.2.3) Name and address of the contractor
Link Mobility
Cross House, 8 Duncannon Street
London
WC2N 4JF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
238806439
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Netcall Technology Limited
Suite 203, Bedford Heights Brickhill Drive, Bedford, Bedfordshire
Bedford
MK41 7PH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
294785803
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Quadient UK Ltd
3rd Floor, Press Centre, 14 East Bay Lane
London
E15 2GW
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
770080364
The contractor is an SME
No
five.2.3) Name and address of the contractor
Service Level Management Ltd
Broom House, 39/43 London Road, Hadleigh
Essex
SS7 2QL
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
584948624
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Synertec Limited
2 Chelston Business Park, Castle Road, Wellington
Wellington
TA21 9JQ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
237228965
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £250,000,000
Section five. Award of contract
Contract No
4
Lot No
4
Title
Lot 4 – Interactive Voice Response (IVR)
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2021
five.2.2) Information about tenders
Number of tenders received: 7
Number of tenders received from SMEs: 5
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 7
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
4Net Technologies
3 Scholar Green Road, Cobra Court, Stretford
Manchester
M32 0TR
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
346428068
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
British Telecommunications Plc
81 Newgate St
London
EC1A 7AJ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
227015716
The contractor is an SME
No
five.2.3) Name and address of the contractor
Conduent Business Process Solutions
Ground Floor, One George Yard
London
EC3V 9DF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
080342931
The contractor is an SME
No
five.2.3) Name and address of the contractor
Content Guru
Radius Court, Eastern Road, Bracknell, Berkshire
Bracknell
RG12 2UP
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
348551214
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Healthcare Communications UK
5 St John's Lane
London
EC1M 4BH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
735713583
The contractor is an SME
No
five.2.3) Name and address of the contractor
Charles Novacroft Direct Limited
Seebeck House, 1 Seebeck Place, Knowlhill
Milton Keynes
MK5 8FR
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
236039124
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £250,000,000
Section five. Award of contract
Contract No
5
Lot No
5
Title
Lot 5 – Agent Calls
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2021
five.2.2) Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 3
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 4
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
Conduent Business Process Solutions
Ground Floor, One George Yard
London
EC3V 9DF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
080342931
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Healthcare Communications UK
5 St John's Lane
London
EC1M 4BH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
735713583
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Charles Novacroft Direct Limited
Seebeck House, 1 Seebeck Place, Knowlhill
Milton Keynes
MK5 8FR
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
236039124
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Talkdesk, Inc
388 Market Street, Suite 1300, San Francisco
San Francisco
CA 94111
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
078455294
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £250,000,000
Section five. Award of contract
Contract No
6
Lot No
6
Title
Lot 6 – Hybrid Mail
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2021
five.2.2) Information about tenders
Number of tenders received: 12
Number of tenders received from SMEs: 9
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: 12
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
CFH Docmail Limited
St Peter's Park, Westfield, Radstock
Radstock
BA3 3UP
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
229564810
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Civica UK Ltd
Southbank Central, 8th Floor, 30 Stamford Street
London
SE1 9LQ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
291283976
The contractor is an SME
No
five.2.3) Name and address of the contractor
Conduent Business Process Solutions
Ground Floor, One George Yard
London
EC3V 9DF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
080342931
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
DrDoctor
123a Maidenhead Road
Windsor
SL4 5EY
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
218501271
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Forth Communication Ltd
2-4 Balloo Avenue
Bangor
BT19 7QT
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
500279468
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Healthcare Communications UK
5 St John's Lane
London
EC1M 4BH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
735713583
The contractor is an SME
No
five.2.3) Name and address of the contractor
MBA Group Ltd
MBA House, Garman Road
London
N17 0HW
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
503189680
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Quadient UK Ltd
3rd Floor, Press Centre, 14 East Bay Lane
London
E15 2GW
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
770080364
The contractor is an SME
No
five.2.3) Name and address of the contractor
Service Level Management Ltd
Broom House, 39/43 London Road, Hadleigh
Essex
SS7 2QL
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
584948624
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Synertec Limited
2 Chelston Business Park, Castle Road
Wellington
TA21 9JQ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
237228965
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Webpost Ltd
Sucklings Yard, Church Street
Ware
SG12 9EN
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
218566521
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £250,000,000
Section five. Award of contract
Contract No
7
Lot No
7
Title
Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT)
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2021
five.2.2) Information about tenders
Number of tenders received: 16
Number of tenders received from SMEs: 8
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 2
Number of tenders received by electronic means: 16
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
4Net Technologies
3 Scholar Green Road, Cobra Court, Stretford
Manchester
M32 0TR
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
346428068
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
British Telecommunications Plc
81 Newgate St
London
EC1A 7AJ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
227015716
The contractor is an SME
No
five.2.3) Name and address of the contractor
Civica UK Ltd
Southbank Central, 8th Floor, 30 Stamford Street
London
SE1 9LQ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
291283976
The contractor is an SME
No
five.2.3) Name and address of the contractor
Conduent Business Process Solutions
Ground Floor, One George Yard
London
EC3V 9DF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
080342931
The contractor is an SME
No
five.2.3) Name and address of the contractor
Content Guru
Radius Court, Eastern Road, Bracknell, Berkshire
Bracknell
RG12 2UP
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
348551214
The contractor is an SME
No
five.2.3) Name and address of the contractor
DrDoctor
123a Maidenhead Road
Windsor
SL4 5EY
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
218501271
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
EBO.AI (UK) LTD
St. Crispin House, St. Crispin Way, Rossendale
Rossendale
BB4 4PW
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
224338569
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Healthcare Communications UK
5 St John's Lane
London
EC1M 4BH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
735713583
The contractor is an SME
No
five.2.3) Name and address of the contractor
Medallia, Inc
575 Market Street, Suite 1850, San Francisco
San Francisco
CA 94105
Country
United States
NUTS code
- US - United States
National registration number
086713372
The contractor is an SME
No
five.2.3) Name and address of the contractor
Netcall Technology Limited
Suite 203 Bedford Heights Brickhill Drive, Bedford, Bedfordshire
Bedford
MK41 7PH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
294785803
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Synertec Limited
2 Chelston Business Park, Castle Road
Wellington
TA21 9JQ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
237228965
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Talkdesk, Inc
388 Market Street, Suite 1300, San Francisco
San Francisco
CA 94111
Country
United States
NUTS code
- US - United States
National registration number
078455294
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £250,000,000
Section five. Award of contract
Contract No
8
Lot No
8
Title
Lot 8 - Two-way workforce communications
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2021
five.2.2) Information about tenders
Number of tenders received: 6
Number of tenders received from SMEs: 3
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 6
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
Infinite Convergence Solutions Inc
16 Upper Woburn Place
London
WC1H 0AF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
022904785
The contractor is an SME
No
five.2.3) Name and address of the contractor
Multitone Electronics PLC
Multitone House, Shortwood Copse Lane, Basingstoke
Hampshire
RG23 7NL
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
210209987
The contractor is an SME
No
five.2.3) Name and address of the contractor
Talkdesk, Inc
388 Market Street, Suite 1300, San Francisco
San Francisco
CA 94111
Country
United States
NUTS code
- US - United States
National registration number
078455294
The contractor is an SME
No
five.2.3) Name and address of the contractor
Vocera Communications, Inc.
100 Longwater Avenue, Green Park
Reading
RG2 6GP
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
017507091
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Talkdesk, Inc
388 Market Street, Suite 1300, San Francisco
San Francisco
CA 94111
Country
United States
NUTS code
- US - United States
National registration number
078455294
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £250,000,000
Section five. Award of contract
Contract No
9
Lot No
9
Title
Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 November 2021
five.2.2) Information about tenders
Number of tenders received: 35
Number of tenders received from SMEs: 18
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 2
Number of tenders received by electronic means: 35
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
4Net Technologies
3 Scholar Green Road, Cobra Court, Stretford
Manchester
M32 0TR
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
346428068
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
British Telecommunications Plc
81 Newgate St
London
EC1A 7AJ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
227015716
The contractor is an SME
No
five.2.3) Name and address of the contractor
Conduent Business Process Solutions
Ground Floor, One George Yard
London
EC3V 9DF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
080342931
The contractor is an SME
No
five.2.3) Name and address of the contractor
Content Guru
Radius Court, Eastern Road, Bracknell, Berkshire
Bracknell
RG12 2UP
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
348551214
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
DrDoctor
123a Maidenhead Road
Windsor
SL4 5EY
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
218501271
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Forth Communication Ltd
2-4 Balloo Avenue
Bangor
BT19 7QT
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
500279468
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Healthcare Communications UK
5 St John's Lane
London
EC1M 4BH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
735713583
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Infinite Convergence Solutions Inc
16 Upper Woburn Place
London
WC1H 0AF
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
022904785
The contractor is an SME
No
five.2.3) Name and address of the contractor
Netcall Technology Limited
Suite 203, Bedford Heights Brickhill Drive, Bedford, Bedfordshire
Bedford
MK41 7PH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
294785803
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Quadient UK Ltd
3rd Floor, Press Centre, 14 East Bay Lane
London
E15 2GW
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
770080364
The contractor is an SME
No
five.2.3) Name and address of the contractor
Service Level Management Ltd
Broom House, 39/43 London Road, Hadleigh
Essex
SS7 2QL
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
584948624
The contractor is an SME
No
five.2.3) Name and address of the contractor
Synertec Limited
2 Chelston Business Park, Castle Road, Wellington
Wellington
TA21 9JQ
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
237228965
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
Talkdesk, Inc
388 Market Street, Suite 1300, San Francisco
San Francisco
CA 94111
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
078455294
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £250,000,000
Section six. Complementary information
six.3) Additional information
The duration referenced in Section II.2.7 is for the placing of orders.
The value provided in Section II.1.5 is only an estimate. We cannot guarantee to successful suppliers any business through this framework agreement. Spend and volumes may vary throughout the life of the framework agreement from the anticipated levels given in this notice.
The Framework will be for the benefit, and on behalf, of public sector bodies, details of such bodies can be accessed at: https://www.sbs.nhs.uk/proc-framework-agreements-support
In addition, if provided for in the contract documents, NHS SBS may extend the scope and benefit of the Framework Agreement to private sector bodies, subject to the approval of NHS SBS. Whilst NHS SBS is not required by procurement legislation to do so, it has extended the principles of public procurement rules to provide its private sector customers with the best value and open and transparent procurement procedures.
The envisaged maximum number of participants to the framework agreement, stated in IV.1.3 is an estimate and is subject to change
six.4) Procedures for review
six.4.1) Review body
NHS Shared Business Services
Halyard Court, 31 Broadway
Salford
M50 2UW
Country
United Kingdom
Internet address
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
PCR compliant (FTS) procedures include a minimum 10 calendar day standstill period at the point information on the award of the contract is communicated to bidders. This period allows unsuccessful bidders to seek further debriefing from the contracting authority before the contract is entered into. Such information should be requested from NHSSBS. If an appeal regarding the award of a contract has not been successfully resolved the Public Contracts Regulations 2015 provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland). Any such action must be brought promptly.