National Contact Centre

NHS Blood and Transplant
South West
Open procedure
1 March 2027 to 29 February 2032

Delivery of a donor-centric, multi-channel contact centre service managing inbound and outbound interactions for blood donors and the NHS Organ Donation Register. The service requires high-volume contact handling to maintain professional relationships and support national donor engagement strategies.

Open the official notice

Awarded value: £22.8m; As published
Published: 28 February 2025
Awarded: 25 June 2026; Arvato
Contract length: 60 months; Ends 29 February 2032

What the contract covers

Single whole-contract service

Provision of a multi-channel national contact centre solution for inbound and outbound donor communications and organ donation registration management.

A state-of-the-art, donor-centric multi-channel National Contact Centre solution
Inbound and outbound contact handling for potential and existing blood donors and the NHS Organ Donation Register

Terms and requirements

Contract type: Single whole-contract service
Procedure: Open procedure
Initial term: 60 months
Extensions: 24 months
Longest it can run: 84 months
Contract dates: 1 March 2027 to 29 February 2032
Certifications asked for: None stated
Lots: 1
Suitable for SMEs: Not stated
Category: Services
CPV codes: 79512000, 35710000

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalSupplier-run national contact centre for blood donors and organ donor register

Lifecycle

Published
28 February 2025
Contract awardedto Arvato
25 June 2026
Contract starts
1 March 2027
Contract ends
29 February 2032

The buyer

NHS Blood and Transplant

Type: Locked
Contracts, 24 months: Locked
Recorded value: Locked
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Contact centre outsourcing contracts, 24 months: Locked

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Contact details

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The supplier

Arvato

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Value won, 24 months: Locked
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Main buyers

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Cite this contract

Link: https://bidskim.com/tender/917319/national-contact-centre
Buyer reference: C351372
Open contracting ID: ocds-h6vhtk-04e894
Last checked: 5 November 2026

NHS Blood and Transplant. National Contact Centre. Contract award, 28 February 2025. BidSkim, https://bidskim.com/tender/917319/national-contact-centre (accessed 5 November 2026).