NHS 24 Contact Centre Customer Relationship Management System

The NHS 24 Digital Transformation Programme is exploring options for replacement of several of the information technology solutions used to deliver services to patients in Scotland. This document and procurement process are focused on finding solutions for 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 .

NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM) and Contact Centre.

NHS 24 wishes to award a contract with a suitably qualified supplier to provide an integrated Contact Centre and CRM system. This would be a contract for 5 years plus 2 year extension for a user friendly integrated system provided as software as service and cloud hosted. This would include:

-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 who can deliver a fully functioning integrated Contact Centre (CC) and Customer Relationship Management (CRM) solution. The intention is that the solution will be implemented by September 2025. It is important that the contract, solution and supplier support NHS 24 to provide safe digital services that connect the people of Scotland to the care they need. This includes supporting innovation throughout the duration of the contract, so that we offer choice and convenience to people seeking healthcare advice.

Our mission is to provide the right care at the right place, 24/7. There are around 2m calls to NHS 24 each year and over 100m page views on the NHS Inform website. Through this contract award there is the opportunity to enhance our digital services with a modern multi-channel approach. High availability, so the people of Scotland can have confidence to reach us, all day every day, and increased flexibility to allow us to respond to the needs of people seeking healthcare advice (for example that IVR options can be changed by NHS 24 to reflect live service pressures or people can interact while on the IVR) are key considerations.

Potential bidders are encouraged to attend an event on Friday 15th December 2023 – 9:30 to 1pm where presentations from NHS 24 will supplement the information in the bidders pack with the aim of providing useful information about NHS 24 and the procurement. This will be held via Teams and if you wish to attend, please provide an e-mail address and contact details via the Message Board in PCS-Tender, and you will then receive an invite next week to join the event.

For full information on the requirement for 4A.2, please refer to the Additional Information/Selection Criteria column of SPD ref. 4D.1 within the document titled NHS 24 - SPD Instructions - CRM and CC.

For full information on the requirement for 4D.1, please refer to the Additional Information/Selection Criteria column of SPD ref. 4D.1 within the document titled NHS 24 - SPD Instructions - CRM and CC

For full information on the requirement for 4D.2, please refer to the Additional Information/Selection Criteria column of SPD ref. 4D.2 within the document titled NHS 24 - SPD Instructions - CRM and CC.

Bidders should note the requirements in relation to Consortium Members or Reliance Entities specified within the SPD Instructions.

All dates, timescales and values set out in this notice and the procurement documents are estimates only and therefore subject to change during the tender process, if required.

The buyer is using PCS-Tender to conduct this PQQ exercise. The Project code is 25774. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2343

A sub-contract clause has been included in this contract. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2363

Community benefits are included in this requirement. For more information see: https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-procurement/

A summary of the expected community benefits has been provided as follows:

All Bidders must agree to support the concept, provision and ongoing development of community benefits provision in relation to this

Agreement. Bidders are required to provide a brief summary of the community benefits that have recently been delivered within Scotland,

and also what impact and outcomes these have achieved. Bidders are also required to summarise any community/social benefits that will be

delivered as part of this Agreement if successful, or, alternatively, confirm that they will engage with the NHS Scotland Community

Benefits Gateway (CBG).

All Bidders must provide evidence of how they will commit to fair work practices for workers (including any agency or sub-contractor

workers) engaged in the delivery of this contract.