Request

1. Contact Centre – target to organisations we know have a CC

a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.

b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?

c. How many contact centre agents do you have?

d. Do agents work from home? Or just your offices?

e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?

f. When is your contract renewal date?

g. Who maintains your contact centre system(s)?

1. CRM

a. Do you use a CRM in the contact centre? What platform is used?

b. Do you use the same CRM for the rest of the organisation? What platform is used?

c. Do you use a knowledge base / knowledge management platform? What platform is used?

1. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?

b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Response

Question 1a.
The NHSBSA has a Customer Service Contact Centre, tasked with supporting members of the public.

Question 1b.
The NHSBSA employs Contact Centre agents through direct recruitment.

Question 1c.
As of 2 May 2024, the NHSBSA employs 569.7 FTE agents.

Question 1 d.
The NHSBSA offers hybrid working contracts, so our agents are given the opportunity to work at home as well as work in the office.

Question 1e.
The NHSBSA has recently transitioned to AWS Connect as the main Contact Centre Platform.

Question 1f.
Procurement activity may begin from April 2026.

Question 1g.
Capita Business Service Ltd is the Managed Service provider for AWS Connect.

Question 2a.
The NHSBSA uses CRM. We currently use Microsoft Dynamics via our Microsoft Enterprise Agreement.

Question 2 b.
Microsoft Dynamics this is the main platform.

Question 2 c.
We use Microsoft Dynamics for this.

Question 3a.
The NHSBSA is looking to rollout chatbots within the Contact Centre using AWS Connect. The date for when this will happen is yet to be determined. This work is covered under the Contact Centre Platform services contract with Capita Business Services Ltd.

Question 3b.
This is still under exploration and there maybe future opportunities available for these requirements.