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Awarded contract

C10891 NHSBSA Contact Centre Platform Services

Details

Buyer
NHS Business Services Authority
Supplier(s)
Capita Business Services Ltd
Value
£5,094,561
Duration
4 years
Topic
IT services: consulting, software development, Internet and support
Published
28 July 2023
Source
uk:contracts_finder

Tender description

The Supplier will provide the following key outcomes: - The design build and test of a new contact centre telephony services to replace those provided by the incumbent supplier; - The migration of contact centre telephony services, NGN's and Intelligent Network (IN) capabilities from the Incumbent Sup - The discovery, strategic development, solution design, implementation and operation of new digital contact centre capabilities, including but not limited to NLP, virtual agent, self service automation, deflection - The migration and implementation to be delivered without impact to the operation of End to End Services; - Demonstrable progress in supporting NHSBSA's Modern Contact Centre transformation strategy - The operation of the migrated contact centre telephony services Additional information: Procured via the Crown Commercial Services RM3808 Network Services 2 Framework, Lot 13 Contact Centre Services. This contract has two 12 month options to extend, post the 4 year initial term.

Timeline

  1. Award date19 April 2023
  2. Award published28 July 2023
    Current notice
  3. Contract expiry date18 April 2027in 5 months

About the buyer

NHS Business Services Authority operates as a healthcare buyer, delivering national support services across the NHS in England. Much of this procurement flows through framework agreements and the Crown Commercial Service. Commercial teams grade contracts as Gold, Silver or Bronze according to value and risk.

Over the past 5 years, most of NHS Business Services Authority's contract awards have been in education and training, IT services and business services.

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Decision makers

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Contact nameJob titlePhone numberWork email
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