National Contact Centre

{
  "buyer": {
    "id": "GB-PPON-PDBY-6395-VWBP",
    "name": "NHS Blood and Transplant"
  },
  "date": "2025-04-25T14:25:45+01:00",
  "id": "017069-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-04e894",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Bristol",
        "postalCode": "BS34 7QH",
        "region": "UKK12",
        "streetAddress": "500 North Bristol Park"
      },
      "contactPoint": {
        "email": "rowena.thomas@nhsbt.nhs.uk",
        "name": "Rowena Thomas",
        "telephone": "07553520488"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - central government",
            "id": "publicAuthorityCentralGovernment",
            "scheme": "UK_CA_TYPE"
          }
        ],
        "url": "https://www.nhsbt.nhs.uk/"
      },
      "id": "GB-PPON-PDBY-6395-VWBP",
      "identifier": {
        "id": "PDBY-6395-VWBP",
        "scheme": "GB-PPON"
      },
      "name": "NHS Blood and Transplant",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tenderUpdate"
  ],
  "tender": {
    "aboveThreshold": true,
    "amendments": [
      {
        "description": "Extension to closing date",
        "id": "017069-2025"
      }
    ],
    "awardPeriod": {
      "endDate": "2025-11-03T23:59:59Z"
    },
    "contractTerms": {
      "financialTerms": "30 day payment terms apply"
    },
    "coveredBy": [
      "GPA"
    ],
    "description": "NHS Blood and Transplant is leading a procurement for a National Contact Centre. We are looking for a supplier to deliver a state-of-the-art, donor-centric multi-channel National Contact Centre (NCC) solution. This centre will handle both inbound and outbound interactions with potential and existing blood donors as well as the NHS Organ Donation Register (ODR). Managing NCC contacts is essential to the NHSBT communications approach. Delivering a prompt, professional, and effective contact handling service is crucial for building and sustaining relationships between NHSBT, its blood donors, and individuals enrolling on the NHS Organ Donor Register.",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "datePublished": "2025-04-25T14:25:45+01:00",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "017069-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/017069-2025"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2025-04-29T12:00:00+01:00"
    },
    "hasRecurrence": true,
    "id": "C247230",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Call centre",
            "id": "79512000",
            "scheme": "CPV"
          },
          {
            "description": "Command, control, communication and computer systems",
            "id": "35710000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "name": "Quality",
              "numbers": [
                {
                  "number": 50.0,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "name": "Social Value",
              "numbers": [
                {
                  "number": 10.0,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "name": "Price",
              "numbers": [
                {
                  "number": 40.0,
                  "weight": "percentageExact"
                }
              ],
              "type": "price"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2031-02-28T23:59:59Z",
          "maxExtentDate": "2033-02-28T23:59:59Z",
          "startDate": "2026-03-01T00:00:00Z"
        },
        "hasOptions": true,
        "hasRenewal": true,
        "id": "1",
        "options": {
          "description": "Two additional years available as monthly or cumulative extensions."
        },
        "renewal": {
          "description": "Two additional years available as monthly or cumulative extensions."
        },
        "status": "active",
        "value": {
          "amount": 40000000.0,
          "amountGross": 48000000.0,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procedure": {
      "features": "This Procurement is being run under a multi-stage Competitive Flexible procedure pursuant to section 20(2)(b) of the Procurement Act 2023 to establish a single supplier\u202fcontract. It is the intention of the Authority to follow a two-stage process under this procedure as follows. However, the Authority retains the right to amend the stages if required throughout the process. This includes amending the number of stages or re-running a stage of the process. Tender Stage 1: Publish tender notice and tender documents Receive tenders Assess tenders to shortlist those to be invited to Stage 2 Notify shortlisted suppliers (Top 3 Scoring Tenders) and invite to Stage 2 Tender Stage 2: Conduct presentations Assess presentations Award Stage: Notify suppliers and issue assessment summaries Publish contract award notice and commence standstill Award contract The tender process will include Conditions of Participation which will not be used as a formal stage in order to down select suppliers but will ensure that tenderers meet minimum requirements. Further information can be found in the tender documents."
    },
    "procurementMethod": "selective",
    "procurementMethodDetails": "Competitive flexible procedure",
    "recurrence": {
      "dates": [
        {
          "startDate": "2031-04-01T23:59:59+01:00"
        }
      ]
    },
    "riskDetails": "Unforeseen Regulatory Changes for NHS Blood and Transplant or the Supplier (or principal Subcontractors) which may impact volume or type of activity. Unforeseen changes necessitated by General Data Protection Regulation (GDPR) which may impact volume of activity.",
    "status": "active",
    "submissionMethodDetails": "https://atamis-1928.my.site.com/",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "tenderPeriod": {
      "endDate": "2025-05-19T12:00:00+01:00"
    },
    "title": "National Contact Centre",
    "value": {
      "amount": 40000000.0,
      "amountGross": 48000000.0,
      "currency": "GBP"
    }
  }
}