DHSC: National Breastfeeding Helpline

CPV: Call centre · Counselling services · Guidance and counselling services

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

Services

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

Yes (GPA)

Recurring procurement

Unspecified in notice

First published

26 Apr 2025, 18:08 BST

Last source update

26 Apr 2025, 18:08 BST

Authority reference

C337378

FTS notice number

2025/S 000-017166

Classification (CPV)

Call centreCounselling servicesGuidance and counselling services

Delivery area

London (UKI32)

Official registry OCID

ocds-h6vhtk-0507fc Find a Tender

Why no open competition

The works, supplies or services can be provided only by a particular economic operator due to absence of competition for technical reasons

Published justification

DHSC have made a direct award to the Breastfeeding Network (BfN) for a 12-month period to provide a continuity of service for the 24-hour National Breastfeeding Helpline (NBH).<br/><br/>This direct award has been made in accordance with Regulation 32(2)(b)(ii) competition is absent for technical reasons.<br/><br/>In 2024/25, the NBH was expanded to pilot a night service so that services are available to members of the public 24 hours a day, every day of the year. The current NBH service includes a 24-hour telephone helpline and voicemail service, social media, webchat and links to the BfN's drugs in breastmilk advice service.<br/><br/>DHSC have deemed that BfN are currently the only supplier who are positioned to run the 24-hour service without helpline users facing a gap or reduction in service provision, based upon BfN's capacity to manage service demand and them additionally having the means to increase capacity of the night service in early 2025/26. BfN also previously commissioned an independent evaluation for the 2024/25 pilot and are uniquely positioned to put arrangements in place for an independent evaluation of the full night service pilot which is required by DHSC. For these reasons, BfN are currently the only provider who could deliver the full scope of service requirements at the required scale.<br/><br/>DHSC are exploring longer term solutions in respect to the ongoing provision of the NBH, and intend to conduct an open procedure in late Q2 or early Q3 of 2025/26 to source a replacement contract. To support this, DHSC intend to conduct market engagement at the end of Q1 or beginning of Q2 2025/26. A UK2 preliminary market engagement notice will be published to advertise any upcoming engagement.

• The Breastfeeding NetworkAwarded supplierSC330639 9 Ainslie Place, Edinburgh, London, EH3 6ASContact phoneShow contact details

No document links were published on the notice.