Official UK procurement notice
C151878 - Workforce Management Solution
Authority: NHS Business Services Authority (Central government)
What is being bought
Published requirement descriptionSolution to manage front and back-office administration. Centralised view of incoming tasks; work prioritisation/distribution; resource management; skills management; capacity planning and end-to-end process analytics and forecasting.
CPV: Software package and information systems
The lotProcurement structure
single lot · no lot value publishedLot #1Renewal to enable continuation of services via a Direct Award -REG32 5(b)Awarded
Renewal to enable continuation of services via a Direct Award -REG32 5(b)<br/><br/>The Contact Centre Strategy, transformation and change programme which underpins the NHSBSA customer contact strategy is key to the delivery of NHS critically funded services has resulted in a multi-faceted re-procurement, and programme management exercise which is a current priority for the NHSBSA.<br/>There are a number of interdependent parallel workstreams specifically relating to the phasing of procurements, contract renewals, extensions, third party upgrades to end of life systems, migration activities, de-coupling, implementing, and transitioning with additional interdependencies between applications and key systems which tie into the modernisation and change programme. This includes the Work Force Management system which Citizen Services use to manage contact centre agents work streams with the general public.<br/>The previous contract was sourced via G-Cloud and there are no further extensions to the existing contract available under these terms. To mitigate the risks of potential disruption, operational failures, and ensure there is no loss of service during the period of change, and transition and to ensure a continuation of the existing workforce management service whilst the technically complex nature of this programme of work is completed, we have renewed this service using a Direct Award under Reg 32 5(b) within the 3-year allowable term. <br/><br/>The scope of the contract covers the renewal of the NHSBSA’s current Software as a Service (SaaS) subscription for a workforce management system, which is used by NHSBSA’s Citizen Services and Corporate Services directorates. The SaaS subscription covers both licencing and services. The services include but are not limited to cloud hosting; support and maintenance; configuration, customisation, and development services; training; and other associated services as may be required throughout the term. <br/>Once the NHSBSA have completed all procurements and migration activities associated with this programme of modernisation, we will have a stable baseline to determine the business needs required to inform a full re-procurement exercise. It is the NHSBSA’s intention to re visit the market in 2024/25 to look at options for 2026 onwards.<br/>.................................................................................................................................................................................................................<br/>Solution to manage front and back-office administration. Centralised view of incoming tasks; work prioritisation/distribution; resource management; skills management; capacity planning and end-to-end process analytics and forecasting.
Procedure terms & legal framework
From the official record- Procedure method
- Award procedure without prior publication of a call for competition
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Goods
- Notice status
- Awarded without competition
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Direct award (no call for competition)
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 17 Mar 2023, 14:18 GMT
- Last source update
- 17 Mar 2023, 14:18 GMT
- Authority reference
C151878- FTS notice number
2023/S 000-007848- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-03b3e8Find a Tender
- Why no open competition
- Additional deliveries by the original supplier ordered under the strict conditions stated in the directive
- Published justification
The Contact Centre Strategy, transformation and change programme which underpins the NHSBSA customer contact strategy is key to the delivery of NHS critically funded services has resulted in a multi-faceted re-procurement, and programme management exercise which is a current priority for the NHSBSA.<br/>There are a number of interdependent parallel workstreams specifically relating to the phasing of procurements, contract renewals, extensions, third party upgrades to end of life systems, migration activities, de-coupling, implementing, and transitioning with additional interdependencies between applications and key systems which tie into the modernisation and change programme. This includes the Work Force Management system which Citizen Services use to manage contact centre agents work streams with the general public.<br/>The previous contract was sourced via G-Cloud and there are no further extensions to the existing contract available under these terms. To mitigate the risks of potential disruption, operational failures, and ensure there is no loss of service during the period of change, and transition and to ensure a continuation of the existing workforce management service whilst the technically complex nature of this programme of work is completed, we have renewed this service using a Direct Award under Reg 32 5(b) within the 3-year allowable term. <br/><br/>The scope of the contract covers the renewal of the NHSBSA’s current Software as a Service (SaaS) subscription for a workforce management system, which is used by NHSBSA’s Citizen Services and Corporate Services directorates. The SaaS subscription covers both licencing and services. The services include but are not limited to cloud hosting; support and maintenance; configuration, customisation, and development services; training; and other associated services as may be required throughout the term. <br/>Once the NHSBSA have completed all procurements and migration activities associated with this programme of modernisation, we will have a stable baseline to determine the business needs required to inform a full re-procurement exercise. It is the NHSBSA’s intention to re visit the market in 2024/25 to look at options for 2026 onwards.
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Verint Systems UK Limited | £1,469,796 † | — | Awarded |
Contracts
Contract 007848-2023-1 · Verint Systems UK Limited
- Signed
- 27 Feb 2023
- Value
- £1,469,796
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 1bids · 0 electronic | 0 | — | — |
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- Verint Systems UK LtdAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.