Provision of 111-2 Service
A practical guide to understanding what the buyer really wants and how to build a winning response.
The biggest clue in this tender isn't the call handling
When you first look at this tender, it seems like it's all about managing calls.
But dig a little deeper, and you'll see it's really about integration and partnership.
Avon and Wiltshire Mental Health Partnership NHS Trust isn't just looking for a call centre.
They want a provider who can seamlessly integrate into an existing mental health crisis response framework.
This means working alongside various partners, including community mental health teams and emergency care services.
The contract covers the call handling element for the NHS 111 Mental Health Crisis Response Service, which operates 24/7 for adults and young people.
Think about the people in crisis
At the heart of this service are individuals in mental health crises.
This isn't just about answering calls.
It's about providing a lifeline to those who need immediate support.
If I were evaluating bids, I'd want to see a deep understanding of the challenges faced by those in crisis.
I'd expect the submission to highlight how your team will handle calls with empathy, efficiency and professionalism.
Don't underestimate the importance of collaboration
The tender is clear: this is a collaborative effort.
AWP will retain clinical responsibilities, while you handle call management.
This means you need to show how you'll work within a matrix management model.
Explain how you'll maintain governance, standards and expertise while working collaboratively.
Your ability to integrate and collaborate with existing services will be key.
Pay attention to what they say
The tender spells out that this is part of a larger NHS England requirement.
All mental health crisis calls via 111 must be handled through this service by March 2024.
This means there's a strong emphasis on readiness and capability.
The buyer has emphasised the need for a "seamless, integrated and high-quality service".
Make sure your response addresses this head-on.
Evidence always beats promises
One thing I noticed when I worked in the public sector was that claims are easy to make but hard to prove.
For this tender, evidence is crucial.
I'd include:
- Examples of previous successful partnerships in similar services
- Data on call handling efficiency and effectiveness
- Testimonials from partners or service users
- Case studies highlighting your integration capabilities
Show how you'll maintain service standards
Consistency is vital across the entire contract term.
You need to demonstrate how you'll maintain high standards, even during staff absences or increased demand.
I'd detail your recruitment and training processes, as well as your plans for regular performance reviews.
Show how you'll ensure the service remains high-quality and reliable.
Remember the broader context
This isn't just about meeting contract requirements.
It's about contributing to a larger NHS strategy.
The Long Term Plan and the urgent and emergency care priority are guiding this service.
If I were writing this tender, I'd align my proposal with these broader goals.
Keep the end user in mind
Ultimately, this service is for individuals in crisis.
I'd keep reminding myself of this throughout the writing process.
Does every part of your response consider the impact on those calling in?
If it doesn't, rethink it.
Common mistakes
Avoid submissions that:
- Focus solely on call handling mechanics without addressing integration
- Overlook the importance of collaboration with other partners
- Lack evidence of past success in similar services
- Fail to address how standards will be maintained long-term
- Ignore the broader NHS strategic goals
- Neglect the needs of individuals in crisis
- Use generic responses that could apply to any service
My Final Thoughts
This isn't just about handling calls.
It's about creating a seamless, integrated service that supports individuals in crisis.
The contract is valued at £4,050,000 over three years, with the possibility of extending to five.
With such significant investment, quality is weighted heavily.
Your written submission needs to reflect this — it's not just about the lowest price but delivering a reliable and high-quality service.
Thanks for reading.
I hope this guide has helped make public procurement feel a little less daunting. If it has, then it's done its job.
P.S. Got a question?
If you've got a question about anything you've read, or you're stuck on a tender, just send me an email.
Whether it's a quick question or you simply need pointing in the right direction, I'm always happy to help if I can.
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Our guides are written using publicly available procurement information, including contract notices and published tender documents where available. They are designed to help suppliers understand the buyer's likely priorities and think more strategically about their approach. They are not based on any bidder's confidential submission, bespoke bid strategy or non-public procurement information.