NHS Business Services Authority · Awarded contract

Awarded

NHSBSA Contact Centre Platform Services Contract Awarded to Capita Business Services Limited

Awarded 18 Apr 2023

View live tenders

Awarded18 Apr 2023

Value£5,094,561.00

SupplierCapita Business Services Limited (primary)

AgencyNHS Business Services Authority

RegionUnited Kingdom

CategoryIT & Software

Expires in 5mo4y term, 89% elapsed

Awarded 18 Apr 2023Expires 17 Apr 2027

About

NHS Business Services Authority awarded a contract to Capita Business Services Limited for the design, build, and testing of new contact centre telephony services to replace those provided by the incumbent supplier.

The contract includes migration of contact centre telephony services, NGNs, and Intelligent Network capabilities, as well as discovery, strategic development, solution design, implementation, and operation of new digital contact centre capabilities such as NLP, virtual agents, self-service automation, and deflection.

The migration and implementation are to be delivered without impact to End to End Services, and the contract supports NHSBSA's Modern Contact Centre transformation strategy.

The contract value is £5,094,561.

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2 new IT and software tenders

Conversion Practices Victim Support Service – Development, Setup and Helpline/Website IntegrationPublic Services & Welfare · Closes 9 Nov 2026

Cloud Telephony Framework for Digital Care Services – NHS England (Prior Information Notice)IT & Software · Closes 31 Mar 2027

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