National Contact Centre

Tender description

The provision of an omni channel National Contact Centre (NCC) solution focused on providing the right solution for our existing and prospective donors via their channel of their choice at a time of their choosing Lot 1: NHSBT is seeking the provision of an omni channel National Contact Centre (NCC) solution focused on providing the right solution for our existing and prospective donors via their channel of their choice at a time of their choosing. <br/><br/>We are looking for any potential provider to be able to demonstrate a strong record in delivering an integrated omni channel services including inbound and outbound calls, interactive messaging, social media, push messaging along with any experience of delivering effective channel deflection and digital solutions to meet the needs of a large and dedicated donor base, seamlessly facilitating the needs of existing and prospective Whole Blood, Plasma, Platelets and NHS Organ Donor Register (ODR) service users. <br/><br/>We are seeking discussions with suppliers to be able to provide NHSBT with best practice in the industry with regards to contact centre solutions to drive high quality, efficient and appropriate contacts with our Blood and Organ Donors, with recognition of the critically important role our service delivery provides in maintaining stocks across the NHS. <br/><br/>Contacts relate to appointment booking, queries, new donor registration, online technical support, administration and update of existing donor records and medical issues including responses to marketing campaigns. Effective Donor complaint handling and integration with current and future NHSBT systems.<br/><br/>** this is an updated prior information notice to inform of a change in timelines following the initial market engagement, please see new Estimated timeline below*****<br/><br/>Procurement Activity Timescales<br/>Prior Information Notice (PIN) January 2024 & June 2024<br/>Initial Supplier Engagement Day February 2024<br/>Engagement with internal stakeholders April/Mary 2024<br/>Draft specification completed July 2024<br/>Prepare Invitation to Tender (ITT) Pack July- Nov 2024<br/>Final Specification completed October 2024<br/>Internal Approval to Proceed to Tender August – October 2024<br/>Tender (ITT Issued) November 2024<br/>Tender Evaluation January -April 2025<br/>Approval to Proceed to Contract Award (FBC) April – May 2025<br/>Standstill Period May 2025 <br/>Contract Award July 2025<br/>Contract drafting Signature July 2025<br/>Implementation (including IQ / OQ / PQ) August 25 – January 2026<br/>Full go-live of new contract February 2026