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
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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
site preparation work
land clearing
excavation
site grading
demolition prep
earthworks
groundwork services
foundation prep
site leveling
preparatory works
software package and information systems
application software
IT systems
enterprise software
packaged applications
digital solutions
instant messaging client
unified communications tool
presence status manager
text/voice/chat platform
internal messaging hub
notification dispatcher
threaded conversation interface
real-time alert system
communication history tool
message encryption client
enterprise IT toolset
system utilities bundle
network management suite
IT service desk software
configuration deployment tool
infrastructure monitoring platform
patch management utility
IT asset inventory
IT workflow engine
systems automation package
database engine software
operating system suite
system core software
database‑OS integrated package
storage management OS
kernel-level database toolset
transaction-capable OS
file system manager
backup-ready OS
system utility bundle
relational database system
SQL server platform
NoSQL database engine
high‑availability database cluster
data replication system
enterprise DBMS
database analytics engine
transactional database system
geodatabase platform
distributed database software
document repository system
version control manager
metadata tagging engine
content indexing software
records retention module
access permission tool
workflow routing engine
audit trail recorder
electronic archive
digital record organizer
information workflow system
data processing platform
knowledge management interface
transaction processing engine
automated decision system
BI interface module
content indexing engine
inter-system integration tool
reporting framework
enterprise data bus
mail server software
SMTP/IMAP/POP server
mail queue manager
spam filter integration
mailbox quota controller
anti-phishing engine
email routing system
mail archive manager
mailing list manager
SMTP relay interface
industrial automation software
process control system
supervisory automation suite
PLC interface software
SCADA client
robotics control package
manufacturing automation engine
automated workflow system
real-time control software
sensor-actuator interface platform
data processing services
batch computing
automated data handling
IT operations processing
transaction processing
digital transformation workflows
data computation
real-time data execution
backend data processing
mass data management
data archiving
digital storage
cloud data storage
secure file retention
electronic backup
offsite storage
database preservation
long-term data safekeeping
hosted storage systems
IT data vault
application hosting services
SaaS platforms
cloud application delivery
on-demand app services
managed software hosting
enterprise app solutions
subscription-based software
web app hosting
hosted business applications
remote application delivery
call centre services
contact centre operations
inbound/outbound calls
customer contact management
call handling services
multi-channel support
telemarketing operations
helpdesk call centre
call queue management
CRM calls
professional training
employee development
skills workshops
capacity building programs
vocational instruction
corporate training
workforce education
technical skill training
job competency development
learning course delivery
Tender Lot Details
2 Tender Lots
Workflows
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Possible Competitors
1 Possible Competitors
