Official UK procurement notice
Patient Communication & Engagement Solutions 2 (SBS10521)
Authority: NHS Shared Business Services Limited (NHS & healthcare)
What is being bought6 lots · detail below
Published requirement descriptionNHS Shared Business Services Limited (NHS SBS) act in an Agency capacity for and on behalf of its customers (Approved Organisations) - existing and new. These comprise of NHS and Social Care organisations (whether acting individually, or on behalf of, or together as members of any consortia) along with any other public or private sector bodies which NHS SBS authorises to use the resulting Framework
NHS SBS intends to put in place a Framework Agreement for the provision of Patient Communication & Engagement Solutions 2 and related Goods and Services for Healthcare to be used by NHS SBS Approved Organisations.
Our Approved Organisation list can be found on:
sbs.nhs.uk/proc-framework-agree… ↗
We are committed to working with suppliers who are dedicated to Sustainability and Social Value and there will be a significant weighting on these elements in the tender.
CPV: IT services: consulting, software development, Internet and support · Integrated telecommunications services · Postal and telecommunications services · Radio, television, communication, telecommunication and related equipment
Lots and requirements (6)Procurement structure
6 lots · no lot values publishedLot #1Digital (online) communicationPlanned
The provision of automated One- and Two-way Internet-based online digital communication services such as patient portals and smartphone applications. Managing outgoing and incoming documents and data in a digital format. Introduce new working practices, technologies, and innovation to improve document and data workflow. Easily access all information for example, via a single log in or system so that all communications can be collaborated and accessed via a single solution. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025.
Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAP Ariba RFI
Lot #2Messaging & SMSPlanned
The provision of an automated One Way and Two Way Digital Messaging, SMS, paging and alerting service. The solutions shall be capable of handling inbound/outbound messaging, scheduling communications, using templates and providing data analytics. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025
Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI
Lot #3VoicePlanned
The provision of an Agent Calls service based on a Call Centre, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination. There is also provision of a One Way and Two Way automated IVR service including intelligent call routing and patient self-service. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025.
Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI
Lot #4Hybrid mailPlanned
The provision of on-site and off-site bulk hybrid mail, including traditional and electronic options. Solutions shall provide digital alternatives to physical print, providing use of templates and electronic data management processes. The platforms shall be self-service with the ability to schedule communications and volume-based deviation alerting. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025.
Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI
Lot #5Patient/Citizen Experience (FFT)Planned
It is recognised that surveys such as Friends and Family Test Service (FFT) will predominantly be Digital First and using Online (Digital) Communication therefore the requirement is for Bidders to provide automated One and Two way Internet-based online digital communication services such as web based services or smartphone applications. The solutions shall ensure GDPR compliance, and provide anonymous feedback processing for discharged patients. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025.
Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI
Lot #6Workforce CommunicationsPlanned
The provision of an automated One and Two way mobile audio messaging, paging and alerting service. This service is intended to replace outdated workforce communication methods such as Fax Machines and analogue Pagers. Solutions shall be capable of handling inbound and outbound communications with scheduling of communications and analytics. Additional information: Please see description in the main contract objective on the Request for Information (RFI). Lots will be defined as an outcome of this initial market engagement PIN. The new Framework, subject to review and change, is expected to go live shortly after the expiry of the existing Framework Agreement SBS10175 on 31/10/2025.
Please see the link at section 1.3 above for instructions on how to participate and submit responses via the SAPAriba RFI
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Procedure terms & legal framework
From the official record · publisher note attached- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Past planning notice
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 4 Oct 2024, 12:16 BST
- Last source update
- 4 Oct 2024, 12:16 BST
- Authority reference
SBS10521- FTS notice number
2024/S 000-031878- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-04a5e0Find a Tender
Publisher note: This Prior Information Notice (PIN) is to signal an intention to commence market engagement with those within the Patient Communication & Engagement Solutions market. Please complete and return the RFI (Request for Information) that can be accessed at the link at I.3. Should you have access issues, please contact nsbs.digital@nhs.net for a digital copy. NHS Shared Business Services Limited (NHS SBS) reserves the right to withdraw this notice at any time. NHS SBS is not bound to accept any proposals submitted by Bidders and is not liable for any costs incurred as a result of Bidders engaging with this process. This early market engagement exercise does not guarantee that a Procurement will take place and NHS SBS reserves the right to defer from any Procurement entirely. NHS SBS intends to hold market engagement sessions during October and November 2024 with industry experts and suppliers interested in potentially bidding for the resulting Framework Agreement NHS SBS will use an eSourcing system for any procurement activity taken subsequent to this PIN and reserves the right to use an electronic auction. The eSourcing system we will use is SAP Ariba. Please note that, to register, you must have a valid DUNS number (as provided by Dun and Bradstreet) for the organisation which you are registering, who will be entering into a Framework Agreement if invited to do so. The value in II.1.5 is an indicative value over multiple years from 01/11/2025 The date in II.3) is the estimated date of publication, please monitor Find a Tender Service https://www.find-tender.service.gov.uk/Search for the publication of the relevant high value contract notice.
How it was run
Official notice- Submission deadline
- —
Timeline
4 Oct 2024 → 31 Mar 2025 · 2 dates- Notice published4 Oct 2024, 12:16 BST
- Tender notice expected31 Mar 2025, 00:00 BST
Commercial outcome & contract awards
Pipeline notice- Awards (0)
- No award published
- Contracts (0)
- No contract published
- Bid statistics
- No aggregate bid statistics published
Contracting authority & participating public bodies
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.