National Telehealth Service agreement

The National Telehealth Service is underpinned by a 10-year agreement that commenced in 2015. The core Agreement for Services is available below.

Procurement process

Requests for information

In October 2013, prior to starting the procurement process, a request for information (RFI) was used to gather information about who could deliver the national telehealth service and how a sustainable, integrated service could be provided. The Ministry received 32 responses to the RFI from various organisations and of those, met with 19 organisations through one-on-one briefings.

Request for information documents

Phase 1

The registration of interest (ROI) document was released in May 2014 to identify a shortlist of suppliers. Proposals were put through a rigorous evaluation process to ensure the right shortlist of capable, committed suppliers was identified. Six responses were received: from Call Active Ltd, Concentrix Services (NZ), Health Net Connect Inc, Homecare Medical Limited, Lifeline Aotearoa and Medibank Health Solutions New Zealand.

Registration of interest documents

Phase 2

Following assessment of the ROI responses, in August 2014 three shortlisted suppliers (Homecare Medical Limited, Lifeline Aotearoa and Medibank Health Solutions New Zealand) and their potential subcontractors, met with the Ministry to share with them information on current services and the vision for the national telehealth service. This stage was known as the pre RFP dialogue. The main objectives of pre-RFP dialogue were to:

  1. Ensure requirements are understood through conversation sessions with the shortlisted suppliers.
  2. Allow for the development of the national telehealth service design and indicative contract (between the Ministry and the successful supplier) for the closed RFP.
  3. Provide a smooth transition from RFP to contract signing with an associated reduced timeframe for contract negotiation.

Phase 3

The closed RFP document was released to three shortlisted suppliers in January 2015. Three responses were received and evaluated, with the preferred supplier advancing to phase 4.

Request for Proposal documents

Phase 4

Due diligence on the preferred bidder was completed by the Ministry. Components of this process were undertaken by the Ministry of Health in phases two and three.

Phase 5

The Agreement for Services between the Ministry of Health and Homecare Medical was signed in September 2015. The agreement aligns with the open approach that underpinned the procurement process and supports the partnership model of service design and delivery. (Commercially sensitive information is redacted in the PDF.)

Phase 6

The Ministry worked with Homecare Medical and the previous service providers to implement the agreed model and transition services by the launch date of 1 November 2015.

Ensuring the probity of the procurement process

The Ministry took steps to ensure transparency and probity throughout the process and engaged an external probity advisor to provide advice. Expected behaviours for all involved were clearly communicated throughout the process. The external Probity Adviser was satisfied as to the probity and integrity of the national telehealth service process.