NHS 24 Contact Centre Customer Relationship Management System PIN (Ангилья - Тендер #45941268)

• Prior information notice

This notice is for prior information only

Section I: Contracting authority I.1) Name and addresses

NHS 24

Golden Jubilee National Hosp, Agamenmon Street

Glasgow

G81 4DY

UK

Contact person: Jim Binnie

E-mail: jim.binnie@nhs.scot

NUTS: UKM

Internet address(es)

Main address: www.nhs24.com

Address of the buyer profile: https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00230

I.3) Communication

Additional information can be obtained from the abovementioned address

Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at:

https://www.publiccontractsscotland.gov.uk/Default.aspx

I.4) Type of the contracting authority

Body governed by public law

I.5) Main activity

Health

Section II: Object II.1) Scope of the procurement II.1.1) Title

NHS 24 Contact Centre Customer Relationship Management System PIN

II.1.2) Main CPV code

72000000

II.1.3) Type of contract

Services

II.1.4) Short description

NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24’s current CRM solution and to ascertain indicative costs. The information to be provided will help us better understand the current and developing market and to consider the way forward.

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description II.2.2) Additional CPV code(s)

48000000

II.2.3) Place of performance

NUTS code:

UKM

Main site or place of performance:

Scotland

II.2.4) Description of the procurement

NHS 24 is exploring options for replacement information technology solutions to deliver functionality of IT systems generically known as Customer Relationship Management (CRM). This soft market test is being conducted to determine what solutions may be available, determine the scope of any future procurement to enable the delivery of a suitable replacement for NHS 24’s current CRM solution and to ascertain indicative costs.

NHS 24 wishes to establish the marketplace for suitably qualified suppliers to provide services relating to leading Contact Centre and CRM Platforms including:

-Technical platform implementation, maintenance, and support

- Customisation of workflows and process automations

- OMNI-channel ready, including high availability/high resilience.

- Availability of ‘Out-of-the-box’ Management Information and Business Intelligence

- Integration with other systems both internal and external (including Business Intelligence, Predictive Analytics and Workforce Management)

NHS 24 are interested in hearing from suppliers of both Contact Centre (CC) and Customer Relationship Management (CRM) solutions, though we are looking for a single bid and expect details of how an integrated CC/CRM solution would be provided.

II.2.14) Additional information

A questionnaire has been attached to this notice. Please complete and respond as per the instructions in the

document. This is a market testing exercise which will allow the Authority to consider future options in this area.

II.3) Estimated date of publication of contract notice:

30/01/2024

Section IV: Procedure IV.1) Description IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: Yes

Section VI: Complementary information VI.3) Additional information

NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=744259.

(SC Ref:744259)

VI.5) Date of dispatch of this notice

08/09/2023

Information added to the notice since publication.

Additional information added to the notice since it"s publication. Commodity Categories Commodity Categories
Delivery Locations Delivery Locations
Alert Region Restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

Alert Region Restrictions

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