NHS Urgent & Emergency Care (UEC) Managed Telephony Services

NHS England is undertaking preliminary market engagement to inform the potential development of a future procurement for NHS 111, 119 and 999 National Managed Telephony Infrastructure Services pending a procurement for the required and related services, anticipated to be conducted during 2027/28. For the purposes of the engagement, the services are separated into the following Lots. Lot A – Hosting and Routing Hosting and intelligent routing of NHS 111 calls to Integrated. Urgent Care providers based on location across the NHS in England including Devolved Administrations and Crown Dependency organisations as required. Hosting of the National Pandemic Flu Service (NPFS). Hosting and intelligent routing of NHS 119. Automation of 111 and 119 call flows via Natural Language Processing. Video Consolation. British Sign Language (BSL) interpreting services. Lot B – Contact Centre as a Service (CCaaS) - Cloud Services A single virtual contact centre for 111. Transiting / routing 999 calls and collecting real time data from local ambulance services to render on a dashboard and inform to inform automated routing decisions. Telephone infrastructure services for several NHS Providers. Participation in this preliminary market engagement is voluntary and non binding, not a commitment to procure, not part of any formal evaluation and not a condition of participation in any future procurement. No supplier will be advantaged or disadvantaged by choosing to participate or not participate. Any future procurement (if progressed) will be conducted in line with applicable public procurement legislation. The estimated contract dates are not defined at this stage, therefore the dates indicated in the Notice are for illustrative purposes only.