OMNICHANEL

Location

University Hospital of Wales Heath Park Cardiff South Glamorgan CF14 4XW

Description

This contract provides an integrated, cloud-based communication platform for the Wales Medicines Advice Service (WMAS), enhancing accessibility, efficiency, and collaboration across NHS Wales.

Total Quantity or Scope

It offers integration with Consultant Connect and the Welsh Clinical Portal, real-time reporting and analytics for monitoring performance, and robust business continuity arrangements including failover testing and dedicated support

Award Detail

Award Criteria

CPV Codes

• 48000000 - Software package and information systems

Indicators

• Award on basis of price.

Legal Justification

A direct award via a transparency notice was justified as the most compliant and efficient route to secure continuity of the WMAS omnichannel communication platform, as the required solution was already available through an established framework containing pre‑qualified suppliers that had undergone rigorous assessment of technical capability, financial standing, security, and information‑governance compliance; the chosen supplier demonstrably met the exact service specification, integrated with existing NHS Wales digital infrastructure, and offered a fully mature, market‑ready product, making further competition unnecessary and disproportionate. Using a transparency notice ensured compliance with procurement regulations by openly declaring the intention to award, maintained full auditability and accountability, and enabled WMAS to avoid service disruption, minimise administrative burden, and deliver improved value and functionality at reduced cost compared with the previous arrangement.

Other Information

The solution unifies multiple communication routes, including telephone email, SMS, WhatsApp, social media and chatbot/web assist, within a single system, supports mobile, tablet, and desktop use, and ensures NHS compliant secure data hosting. It offers integration with Consultant Connect and the Welsh Clinical Portal, real-time reporting and analytics for monitoring performance, and robust business continuity arrangements including failover testing and dedicated support. (WA Ref:162337)