Patient/Citizen Communication, Engagement and Hybrid Mail Solutions

A Tender Notice
by NHS SHARED BUSINESS SERVICES LIMITED

Source
Find a Tender
Type
Framework (Services)
Duration
4 year
Value
£2B-£250M
Sector
INDUSTRIAL
Published
29 Apr 2025
Delivery
07 Jan 2026 to 06 Jan 2030
Deadline
04 Jun 2025 11:00

Concepts

Location

United Kingdom:

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

One-and two-way communications through a range of solutions and communication channels; digital (online) communications, email, SMS, interactive voice response (IVR), agent calls, hybrid mail, surveys & feedback (e.g., NHS Friends and Family Test (FFT) and workforce communications. Lot Structure - Lot 1 - Digital Communications Digital communications including patient portals, Artificial Intelligence, and appointment management - Lot 2 - Messaging Digital messaging including SMS, Whats App etc - Lot 3 - Voice Agent calls & IVR - Lot 4 - Hybrid Mail Digital first Hybrid Mail solutions - Lot 5 - Patient Experience FFT Surveys & Patient Feedback - Lot 6 - Workforce Communications Workforce communications including paging and digital smart badges - Lot 7 - Combined Solutions End to end solution encompassing elements from any Lot which the customer can build from the modularised Lot structure

Lot Division

1 Digital (Online) Communication
  • Value: £250M

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.
2 Messaging
  • Value: £250M

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.
3 Voice
  • Value: £250M

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.
4 Hybrid Mail
  • Value: £250M

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.
5 Patient/Citizen Experience
  • Value: £250M

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.
6 Workforce Communications
  • Value: £250M

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.
7 Combined Solutions
  • Value: £250M

The provision of an end-to-end communication combined solution. To qualify for the Lot suppliers must be awarded to 2 or more Lots to offer a combined solution which encompasses a full-service catalogue, ideally to provide an end to end one stop solution​.

Award Criteria

Quality _
Social Value _
Pricing _

CPV Codes

  • 32000000 - Radio, television, communication, telecommunication and related equipment
  • 64000000 - Postal and telecommunications services
  • 72000000 - IT services: consulting, software development, Internet and support

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **

Reference

Domains