Patient/Citizen Communication,
Engagement & Hybrid Mail Solutions (SBS10521)
NHS Shared Business Services Limited (NHS SBS) has put in place a Framework Agreement for the provision of Procurement of Patient Communication, Engagement & Hybrid Mail Solutions and related Goods and Services for Healthcare to be used by NHS SBS Approved Organisations.
Digital solutions play a vital role in empowering patients and citizens with greater control over their interactions and care. The Framework Agreement will enhance interactions between citizens and public sector organisations, ensuring patients and citizens receive reminders, alerts, and support.
Procurement Routes
Further Competition and Direct Award
(There are two procurement routes for an approved organisation that wishes to use this framework agreement. A competitive process between the suppliers in the relevant Lot, which may be preceded by a capability assessment, or an award without a competitive process to particular supplier(s). A competitive selection process is the default ordering procedure under this framework agreement.)
How can I access the framework agreement?
Potential Buyers can access framework agreement documentation via the Customer Framework Agreement Portal (CFAP).
Access the Customer Framework Agreement Portal (CFAP), alongside further framework information here.
Expiry Date: 15th February 2030
Cinos have been awarded a place on the following Lots:
Lot 1: Online (Digital) Communication
Internet based online digital communication services and platforms such as smartphone applications, online Patient Engagement Portals (PEP), digital letters, digital delivery of correspondence and predictive analytics.
Lot 2: Messaging
The provision of automated one way and two-way messaging solutions including mobile messaging (SMS) and digital messaging platforms.
Lot 3: Voice
The provision of an Agent Calls service based from Call Centres, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination. The scope also includes provision of automated one way and two-way interactive voice recognition (IVR) services which can cater for different nationalities. The solutions can also cater for hard of hearing patients or are unable to communicate with IVR in the usual manor.
Lot 5: Patient/Citizen Experience
Solutions are typically automated internet based online digital feedback services such as web-based solutions and smartphone applications. This lot can include Friends & Family Test Service (FFT), surveys or any other services associated with surveys & feedback
Lot 6: Workforce Communications
The provision of an automated one way 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.
Lot 7: Combined Solutions
Combined end-to-end communications that can include elements from any of the previous Lots.
