Background
Norfolk and Waveney Integrated Care Board (ICB) oversees healthcare provision across the northern part of the East of England region, including IT services for 155 GP practices. With the existing contract expiring and increasing demand for digital healthcare, the ICB needed a solution that would support national NHS digitisation priorities regionally and ensure continuity of care. A key driver was the urgent requirement to upgrade systems from Windows 11 before Microsoft support ended in October 2025. This upgrade, alongside the need for secure, integrated patient data systems, highlighted the importance of a single, reliable IT partner.
The challenge
The ICB faced a complex and time-sensitive challenge:
- Scope: 155 GP practices running 8,000 applications.
- Risk: Operational, clinical and reputational impact if systems failed.
- Urgency: Managing a Windows 11 upgrade deadline (October 2025) alongside infrastructure modernisation on an ad hoc basis was neither cost-effective nor sustainable. Therefore, a strategic procurement approach was required.
The action
Using an open procurement process, with the support of the Hub, the ICB sought a partner capable of delivering a region-wide IT service. The tender focused on outcome-based specifications, allowing suppliers to propose innovative solutions while meeting strict technical requirements. After a competitive process to which 67 suppliers registered an interest, Norfolk Community and Healthcare NHS Trust (NCHC) was awarded the contract. Their understanding of regional challenges and ability to deliver a phased, secure upgrade programme made them the ideal partner. The £5.7 million, five-year contract includes ongoing IT support, ensuring resilience and future flexibility.
The impact
The demand on healthcare is constantly increasing. This means that NHS organisations must constantly upgrade and invest in hardware and software systems while providing support solutions for the systems already in place. The solution provided by NCHC achieved this in a managed, phased and safe manner, yielding impressive results:
- £1 million annual savings through consolidated service provision.
- Improved reliability and security across all GP practices.
- Operational efficiency with a single provider managing infrastructure and support.
- Future readiness for NHS digital transformation initiatives.
This procurement ensures GP practices can deliver safe, efficient and digitally enabled care. Patients benefit from improved access and data security, while staff gain reliable systems that support clinical decision-making. The solution aligns with NHS priorities for value for money, resilience and digital innovation, positioning the region well for future healthcare advancements.
Working with the NHS Collaborative Procurement Hub was a truly positive experience for Norfolk and Waveney ICB. Their team brought a wealth of expertise and a deep understanding of the complexities involved in large-scale, high-value procurements. From the outset, the Hub provided invaluable guidance – helping us shape a strategic approach that balanced innovation with robust technical requirements. Their insight into the procurement landscape ensured we achieved not only competitive value but also secured a solution tailored to our region’s unique needs. The Hub’s support throughout the process was instrumental in delivering a future-proofed IT service for our 155 GP practice sites, and PCN staff, enabling us to achieve significant savings, improved reliability, and readiness for the next phase of NHS digital transformation. We would highly recommend the NHS Collaborative Procurement Hub to any organisation seeking a knowledgeable and supportive partner for complex procurement projects.
Anne Heath,
Associate Director of Digital
NHS Norfolk and Waveney ICB
Learning
This case demonstrates the value of engaging with a strategic procurement delivery partner where large, complex and high value procurements are involved. By leveraging the Hub’s insight, the ICB achieved competitive value and opportunity for innovation, and secured local expertise.
The model is eminently transferable to other regions seeking to modernise IT infrastructure in primary care and the Hub is here to help.
Contact:
For more information on how we can support your specific requirements too, contact Mark Kevlin, Procurement Specialist – Estates, Digital and Transport: [email protected].