Strategic Partner supporting the Digital Transformation Strategy and Infrastructure Refresh.

Descriptions

NHS 24 provides national telephony and digital based services to support patient care in Scotland. This includes the 111 service which is available 24 hours a day, 7 days a week and provides urgent care advice and mental health support day or night. NHS 24 also provides NHS Inform allowing a multi-channel, digital approach. Digital technology sits at the heart of current and future service provision for NHS 24 and this contract will need to develop it further. The reliance on NHS 24’s technical and digital infrastructure to deliver our services has, in recent times, been further increased through the recognition of the role NHS 24 has played in effectively managing COVID-19 across all our delivery channels. NHS 24 currently has application and infrastructure support contracts with 2 technology partners that end in Autumn 2025. Our aim is to have a refreshed infrastructure platform operational by that date. The current scope of requirements of the procurement are: 1. Strategic Partner with extensive experience of technology infrastructure refreshes. 2. Demonstrable and extensive contact centre experience and able to bring latest thinking and approach to delivering our service. 3. Extensive experience of developing digital offerings and an omnichannel approach. 4. A Programme Director to sit on and integrate with the Executive Management Team, acting as a critical friend and driving the delivery of the programme. 5. Provide a flexible team to support the delivery of the digital transformation, scaling up and down as required to support the different stages of the work through to implementation. 6. Supply technical project / programme manager resources to act as subject matter experts who are able to challenge assumptions. 7. Following the hybrid working model an onsite presence would be required for key meetings, committees and the monthly Board meeting. 8. The skills and approach to ensure a successful knowledge transfer 9. Demonstrable experience of leading the design and delivery of multiple projects across a range of multi-disciplinary teams with a track record of providing quality services where strict time, cost and quality pressures must be met.