Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Cardiff and Vale University Health Board
Woodland House
Cardiff
CF14 4HH
UK
Telephone: +44 2921501500
E-mail: Nicola.williams33@wales.nhs.uk
NUTS: UK
Internet address(es)
Main address: http://nwssp.nhs.wales/ourservices/procurement-services/
Address of the buyer profile: https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0221
I.4) Type of the contracting authority
Regional or local authority
I.5) Main activity
Health
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
OMNICHANEL
Reference number: CAV-DIR(25-26)149
II.1.2) Main CPV code
48000000
II.1.3) Type of contract
Supplies
II.1.4) Short 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. 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.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
121 608.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
48000000
II.2.3) Place of performance
NUTS code:
UKL22
Main site or place of performance:
University Hospital of Wales
Heath Park
Cardiff
South Glamorgan
CF14 4XW
II.2.4) Description of the procurement
This contract provides an integrated, cloud-based
communication platform for the Wales Medicines Advice
Service (WMAS), enhancing accessibility, efficiency, and
collaboration across NHS Wales. 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
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 90
Price
/ Weighting:
10
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Award of a contract without prior publication of a call for competition
Justification for selected award procedure:
The procurement falls outside the scope of application of the Directive
Explanation
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.
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
Section V: Award of contract
Contract No: CAV-DIR (2025 -2026) 149
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
06/01/2026
V.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from EU Member States: 1
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 1
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
NETCALL TECHNOLOGY LIMITED
Suite 203, Bedford Heights Brickhill Drive
Bedford
MK417PH
UK
Telephone: +44 03303336100
NUTS: UKH24
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 30 402.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
(WA Ref:162337)
VI.4) Procedures for review
VI.4.1) Review body
High Court
Royal Courts of Justice, The Strand
London
WC2A 2LL
UK
Telephone: +44 2079477501
VI.5) Date of dispatch of this notice
03/03/2026