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What Is the NHS SBS Patient and Citizen Communications Framework (SBS10521)?
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Public services depend on communication. Whether it is confirming a hospital appointment, issuing a council tax reminder or notifying residents about service changes, organisations must be able to reach people clearly and reliably.
The NHS Shared Business Services Patient and Citizen Communications Framework (SBS10521) exists to help public sector organisations do exactly that. It provides a compliant route for NHS organisations and approved public sector bodies to procure modern communication services, including digital messaging, voice, hybrid mail and integrated multi-channel platforms.
Rather than running a full procurement exercise for each new technology, organisations can access pre-procured suppliers through the framework agreement. This simplifies the purchasing process while maintaining compliance with public sector procurement rules.
Understanding how the framework works helps explain why it has become an important route for organisations looking to modernise communication with patients and citizens.
What Is NHS Shared Business Services?
NHS Shared Business Services (NHS SBS) is one of the largest providers of corporate services and procurement frameworks supporting the NHS and wider public sector.
The organisation was created in 2004 by the Department of Health and Social Care to deliver shared services and improve efficiency across the NHS. It operates as a joint venture with Sopra Steria, a European provider of digital services and technology solutions.
Today NHS SBS manages more than forty framework agreements covering a wide range of goods and services used by healthcare organisations and public bodies. These frameworks allow eligible organisations to access approved suppliers through a structured procurement route without needing to run a full tender each time a service is required.
Source: SBS Framework
What Is the SBS10521 Framework?
The Patient/Citizen Communication, Engagement and Hybrid Mail Solutions Framework (SBS10521) focuses specifically on technologies used to communicate with patients, residents and service users.
Public sector organisations increasingly rely on digital channels to deliver important information. Appointment reminders, service notifications, health campaigns and operational alerts are now delivered through combinations of email, SMS, automated voice calls and online portals. In many cases physical mail still plays a role, particularly when communications must meet legal or regulatory requirements.
SBS10521 brings together suppliers that provide these services under a single framework agreement. This enables organisations to procure communication technologies that support modern engagement strategies while remaining compliant with procurement regulations.
What Services Are Included in SBS10521?
The framework is organised into specialist procurement categories known as Lots. Each lot focuses on a specific communication capability.
This structure allows organisations to procure either individual communication technologies or integrated platforms that manage multiple channels from a single system.
For example, a healthcare organisation might procure messaging tools to support appointment reminders, while another organisation might choose a combined platform that coordinates email, SMS and printed communications in a unified workflow.
Why Public Sector Organisations Use Framework Agreements
Procurement within the public sector is governed by strict regulations designed to ensure transparency and value for money. Running a full procurement exercise can take months and requires significant administrative effort.
Framework agreements exist to simplify this process.
A framework establishes a list of pre-procured suppliers that have already passed evaluation and compliance checks. Public sector organisations can then purchase services from these suppliers through structured processes such as a mini-competition or direct award, depending on the framework rules.
This approach helps organisations move more quickly when adopting new technology while maintaining compliance with procurement legislation.
Source:
https://www.gov.uk/guidance/framework-agreements
Why Communication Frameworks Matter Now
Communication has become a critical operational function across healthcare and public services. Organisations must reach people quickly and reliably, often using multiple channels at the same time.
Healthcare provides a clear example of the scale of the challenge. NHS England reports that more than 8 million outpatient appointments in England were recorded as Did Not Attend (DNA) in 2023–2024, highlighting the ongoing operational impact of missed communication opportunities.
Digital reminders and multi-channel communication strategies are widely recognised as one way to improve attendance rates and reduce wasted clinical capacity.
Source:
https://www.england.nhs.uk/long-read/reducing-did-not-attends-dnas-in-outpatient-services/
Similar communication challenges exist across local government and other public services. Residents must receive service updates, emergency notifications and administrative information in a way that is timely, accessible and inclusive.
Frameworks like SBS10521 help organisations adopt the tools required to support these communication needs.
How Organisations Procure Through SBS10521
Public sector organisations that are eligible to use NHS SBS frameworks can procure services through SBS10521 using established procurement routes.
Typically, organisations can:
- run a mini-competition between listed suppliers
- make a direct award where permitted under the framework terms
- evaluate suppliers based on specific service requirements
Because suppliers have already been assessed as part of the framework procurement process, organisations can move more quickly than they would through a full open tender.
For many teams this provides a practical route to adopting new communication technologies while remaining fully compliant with procurement regulations.
Who Can Use the SBS10521 Framework?
Although NHS SBS frameworks are closely associated with healthcare procurement, they are available to a wider range of public sector organisations.
Eligible users typically include:
- NHS Trusts
- Integrated Care Boards
- GP practices
- Local authorities
- Housing associations
- universities and education bodies
- emergency services
- other approved public sector organisations
Each framework defines its own list of eligible customers. Understanding eligibility is important before beginning any procurement process.
How Frameworks Support Modern Communication Strategies
Communication in public services is evolving rapidly. Citizens and patients increasingly expect to receive information through digital channels, but traditional communication methods still remain important.
A modern communication strategy often combines multiple channels. A patient might receive an appointment reminder via SMS, followed by an email with additional information. If digital delivery fails, a physical letter may still be required.
This blended approach allows organisations to reach people more reliably while supporting digital inclusion.
Key Considerations When Choosing a Communication Supplier
While frameworks simplify procurement, organisations still need to assess suppliers carefully.
Important considerations include:
- security and data protection controls
- compliance with public sector governance requirements
- the ability to support multiple communication channels
- resilience and delivery visibility
- integration with existing systems and workflows
Communication services often handle sensitive personal information, particularly within healthcare. Ensuring suppliers meet the necessary security and governance standards is therefore a critical part of the procurement process.
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