Patient Communication & Engagement Solutions 2 (SBS10521)

Tender description

NHS 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: https://sbs.nhs.uk/proc-framework-agreements-support 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. Lot 1: Digital (online) communication 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 2: Messaging & SMS 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 3: Voice 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 4: Hybrid mail 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 5: Patient/Citizen Experience (FFT) 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 6: Workforce Communications 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