ESP Group Secures NHS Contract to Deliver Services for the NSS National Contact Centre
The ESP Group is pleased to announce it has been awarded a contract with the National Health Service (NHS) and National Services Scotland (NSS) to provide essential support services for the NSS National Contact Centre (NCC) until 2027.
The NSS National Contact Centre (NCC) was created in June 2020 as a key part of Scotland’s response to the COVID-19 pandemic. From its original remit providing national co-ordination and capacity related to contact tracing as part of the Test & Protect programme, the NCC has evolved to provide a wider range of services.
The dominant work activity of NCC during 2025/26 will be supporting Scotland’s COVID Spring and COVID/flu spring and winter vaccination programmes, whilst continuing to support limited and targeted COVID testing pathways and retain an ability to respond in the event of a COVID-19 new variant.
Under the terms of the new agreement, The ESP Group will support the NCC core workforce with additional capacity to help meet fluctuating demand levels across the year, ensuring seamless, high-quality support for patients and the wider community.
The service will include a variety of inbound and outbound call handling, including vaccination helplines and appointment booking services.
Pam McVeigh, Associate Director of the National Contact Centre at NSS, said,
“Winter is a particularly demanding period for the NHS, and vaccines are our most effective defense against winter viruses. This contract to enlist the call handling expertise and support from the ESP Group is a key part of bolstering our overall support during this busy season.
Their assistance ensures we can effectively manage the scheduling of vaccination appointments and continue to support our patients. We look forward to working closely together.”
Theresa Lawson, CEO, The ESP Group commented:
“We are delighted to work with NHS Scotland to help deliver these critical services. This contract underscores our expertise in supporting essential public services. It also highlights our ability to provide a flexible service that can accommodate fluctuations in demand and surge requirements, whilst still ensuring exceptional levels of customer service.
We’re really looking forward to working on this new project”.
The NCC Contract will run from 1st April 2025 to 31 March 2027.
ESP Group is a trusted provider of end-to-end services with over 30 years of experience. Offering omni-channel customer experience, back-office support, product fulfilment, and cutting-edge technology solutions, ESP Group continuously evolves to meet market demands, offering innovative solutions that drive customer satisfaction and loyalty.
ESP Group have offices in Arbroath, Scotland, and Hull, England.
For additional information about The ESP Group visit their Website
