NHS Scotland awards £100m CRM contract to Capgemini and BT

NHS Scotland has awarded contracts worth £100m to Capgemini and BT to develop, deliver and support a new CRM system

NHS Scotland has awarded contracts worth £100m to Capgemini and BT to develop, deliver and support a new customer relationship management (CRM) system.

The system will underpin NHS 24, a clinical assessment, advice and referral service that will enable NHS staff to advise patients over the phone. The idea is that frontline staff will have access to full patient records, providing them with visibility into every patient "encounter" from initial contact to final outcome.

"The application(s) applies the principles of CRM to the world of healthcare. This application(s) is a key enabler for NHS 24 to provide timely, safe and efficient patient clinical assessment, advice and referral services," states the official contract award notice.

The contracts cover the application development, infrastructure and managed services for voice and data. Capgemini will be responsible for application development in the £30m contract, while BT will develop knowledge management applications, and provide systems integration and managed infrastructure services.

"The contract is envisaged to last 10 years, with a potential break at NHS 24's option in year seven, systems and solutions may be provided to other boards with payment being made through NHS 24," states the notice.