Closed
NHS 24 Contact Centre Customer Relationship Management System
Descriptions
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.
Timeline
Published Date :
Deadline :
Contract Start :
Contract End :
Tender Regions
CPV Codes
48000000 - Software package and information systems
48510000 - Communication software package
45100000 - Site preparation work
79512000 - Call centre
48610000 - Database systems
72317000 - Data storage services
48613000 - Electronic data management (EDM)
72416000 - Application service providers
48921000 - Automation system
48811000 - E-mail system
48600000 - Database and operating software package
72310000 - Data-processing services
80500000 - Training services
48810000 - Information systems
48517000 - IT software package
Keywords
software package and information systems
threaded conversation interface
infrastructure monitoring platform
database‑OS integrated package
high‑availability database cluster
knowledge management interface
industrial automation software
manufacturing automation engine
sensor-actuator interface platform :contentReference[oaicite:7]{index=7}
Workflows
Status :
Assign to :
Tender Progress :
Details
Notice Type :
Tender Identifier :
TenderBase ID :
Low Value :
High Value :
Region :
Attachments :
Buyer Information
Address :
Website :
Procurement Contact
Name :
Designation :
Phone :
Email :
Possible Competitors
1 Possible Competitors
