Published date: 28 July 2023

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 16 January 2023, 12pm

Contract summary

Industry

  • IT services: consulting, software development, Internet and support - 72000000

  • Software-related services - 72260000

Location of contract

NE15 8NY

Value of contract

£5,094,561

Procurement reference

CF-1760000D0O000000rwimUAA

Published date

28 July 2023

Closing date

16 January 2023

Closing time

12pm

Contract start date

19 April 2023

Contract end date

18 April 2027

Contract type

Not applicable

Procedure type

Call-off from a framework agreement

A mini-competition or direct purchase from a pre-established framework agreement.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

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

More information

Attachments

Additional text

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.

Award information

Awarded date

28 June 2023

Contract start date

19 April 2023

Contract end date

18 April 2027

Total value of contract

£5,094,561

This contract was awarded to 1 supplier.

Capita Business Services Limited (primary)

Address

65 Gresham Street, London, EC2V 7NQ

Reference

None

About the buyer

Contact name

Saima Wahid

Address

Stella House, Goldcrest Way, Newburn Riverside Business Park
Newcastle upon Tyne
NE15 8NY
United Kingdom

Email

saima.wahid@nhsbsa.nhs.uk