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NHS 24 Contact Centre Customer Relationship Management System — NHS 24 | UKGovscan
The NHS 24 Digital Transformation Programme requires replacement of several of the information technology solutions used to deliver services to patients in Scotland. This award is to appoint a service integrator and software solutions to provide an integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. These are the two main systems NHS 24 uses to interact directly with people who have urgent medical needs and are essential for us to effectively triage them safely.
This procurement was divided into 1 lots, each awarded separately. 2 bids were received in total.
Lots
1
Initial Term Value
£40,000,000
Value with Extensions
£28,000,000
Bids Received
2
Bids per Lot
2
Lot
Value
Bids Received
Awarded To
Status
Lot 1
1,800 days (≈4.9 yrs)
£28,000,000
£40,000,000 initial term
2
Coforge UK Limited
active
Data note: the source feed marks these lots as cancelled even though their awards are active — an inconsistency in the published notice. The award status is shown above.
Award criteria
Weightings from the notice.
Quality70%
Price30%
Government spending data: This supplier has received £1,898,850 in 28 payments (over £25k) from HMRC (2020-03-16 to 2020-09-11). View full payment history →
Key Dates
Published
15 November 2024
Tender Open
-
Tender Deadline
17 January 2024
Award Date
-
Contract Signed
12 October 2024
Contract Start
-
Contract End
-
Extension option
The Contact Centre Customer Relationship Management System contract will be for an initial period of 5 years with a subsequent optional extension of 2 years
Procurement Details
Method
Selective — suppliers are shortlisted first
Method Details
Competitive procedure with negotiation
Route to market
Restricted or negotiated
Main category
Services
Category
Software package and information systems
Delivery location
UKM
Open under
WTO Government Procurement Agreement
Buyer Reference
NHS24/2023/755.
Legal Basis
Public Contracts Regulations 2015 (EU Directive 2014/24)
CPV Codes
72000000 – IT services: consulting, software development, Internet and support; 48000000 – Software package and information systems; 79512000 – Call centre; 48517000 – IT software package; 48510000 – Communication software package; 48613000 – Electronic data management (EDM); 48610000 – Database systems; 48600000 – Database and operating software package; 48810000 – Information systems; 48811000 – E-mail system; 72317000 – Data storage services; 72310000 – Data-processing services; 72416000 – Application service providers; 48921000 – Automation system; 80500000 – Training services; 45100000 – Site preparation work