Closed
NHS 24 Contact Centre Customer Relationship Management System
Request tender documents
Save your time. You just request and we will send you the available documents.
Request for bid service
Save your time. You just request and we will arrange tender related all available documents to bid writers for the best possible quote.
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
IT data vault
land clearing
skills workshops
data computation
CRM calls
digital storage
foundation prep
enterprise DBMS
offsite storage
demolition prep
SCADA client
earthworks
SaaS platforms
data archiving
excavation
site grading
web app hosting
site leveling
backup-ready OS
batch computing
IT systems
process control system
text/voice/chat platform
mail server software
inbound/outbound calls
groundwork services
site preparation work
IT service desk software
anti-phishing engine
mass data management
mailbox quota controller
patch management utility
mail queue manager
NoSQL database engine
workflow routing engine
enterprise data bus
transaction processing
multi-channel support
cloud data storage
version control manager
helpdesk call centre
SMTP relay interface
audit trail recorder
IT workflow engine
enterprise IT toolset
corporate training
spam filter integration
network management suite
SMTP/IMAP/POP server
professional training
system core software
presence status manager
operating system suite
geodatabase platform
content indexing engine
real-time alert system
IT operations processing
IT asset inventory
email routing system
preparatory works
data processing platform
digital solutions
enterprise software
call handling services
call queue management
workforce education
technical skill training
data processing services
internal messaging hub
storage management OS
digital record organizer
records retention module
access permission tool
telemarketing operations
application software
electronic archive
mail archive manager
transaction-capable OS
SQL server platform
instant messaging client
system utility bundle
managed software hosting
metadata tagging engine
reporting framework
automated data handling
backend data processing
system utilities bundle
electronic backup
real-time data execution
employee development
database preservation
call centre services
data replication system
database engine software
hosted storage systems
learning course delivery
file system manager
enterprise app solutions
PLC interface software
packaged applications
on-demand app services
robotics control package
mailing list manager
notification dispatcher
BI interface module
secure file retention
vocational instruction
cloud application delivery
message encryption client
relational database system
inter-system integration tool
communication history tool
industrial automation software
database analytics engine
hosted business applications
customer contact management
automated workflow system
kernel-level database toolset
high availability database cluster
supervisory automation suite
real-time control software
job competency development
information workflow system
infrastructure monitoring platform
content indexing software
software package and information systems
automated decision system
sensor-actuator interface platform
systems automation package
knowledge management interface
long-term data safekeeping
transactional database system
application hosting services
capacity building programs
unified communications tool
manufacturing automation engine
distributed database software
transaction processing engine
digital transformation workflows
subscription-based software
database OS integrated package
remote application delivery
contact centre operations
document repository system
configuration deployment tool
threaded conversation interface
Workflows
Status :
Procedure :
Suitable for SME :
Nationwide :
Assign to :
Tender Progress :
Details
Notice Type :
Buyer Information
Name :
