NHS Digital Citizen Development

Digital Citizen covers 3 core products, NHS App, NHS.uk and NHS Login as well as support products such as NHS Proxy and support functions including Citizen Experience.
The contract will provide support capability for NHS Proxy and ii) National Digital Channels User Insight capability.
Additional work across other Digital Citizen products may also be required during the life of the contract.
1. The National Proxy Service (NPS)
• Programme is establishing a secure, scalable mechanism to manage proxy relationships for NHS digital services. This will allow parents and carers to carry out health maintenance activities (booking/managing appointments, repeat prescriptions, records access etc) for someone they care for through digital services like NHS App. NPS multiplies the benefits of NHS App many times over.
• Is a service currently in development and initial pilot that will enable proxies and patients to easily request proxy access from their GP through digital channels, support GPs in making informed decisions on granting proxy access, enable proxies to use proxy relationships across systems and settings and increase digital access for all.
2. National Digital Channels (NDC) - User Insight Capability
• The NHS App and broader digital portfolios are a core component of NHS E’s mission to shift the NHS from analogue to digital.
• The NDC User Insights capability was developed in September 2022 as an interim capability to provide transformational insight into who is using the NHS App. This capability gives insight into the users behind the transactions and not just measuring transaction counts.
• The capability has provided us with the ability to understand the demographics of users (location, age, and deprivation status). This is fundamental to establishing whether inequalities exist in terms of access and engagement with the NHS App and to ensure business decision are data driven.
The commencement of procurement and award of any subsequent contract will be subject...