Award

NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)

THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)

This public procurement record has 1 release in its history.

Award

27 Feb 2025 at 12:07

Summary of the contracting process

The Common Services Agency, more commonly known as NHS National Services Scotland (NSS), has completed the procurement of Phase 1 of the "NP04524 Omni-Channel Customer Service Helpdesk" project. This IT services contract focuses on consulting, software development, Internet, and support services, aiming to collaborate with a delivery partner to enhance service delivery and increase capacity and capability. The procurement process was conducted via a limited procedure without prior publication of a call for competition, concluding with the award of the contract to PricewaterhouseCoopers LLP. The engagement involves a 5-week discovery phase to assess and improve the current customer service model across various NSS directorates. The contract was signed on 17th February 2025, located in the UK region (UKM) and valued at £98,000.

This tender presents a significant opportunity for businesses specializing in IT services, particularly those with expertise in customer service solutions and omni-channel platforms. Firms with competencies in consulting, software development, and digital transformation can help NSS accelerate the delivery and enhance their service capabilities. Small and medium-sized enterprises (SMEs) with innovative solutions can benefit from similar future opportunities in public sector healthcare projects. Collaborating in such high-profile healthcare contracts can bolster a company's portfolio, credibility, and growth potential within the public procurement arena.

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Notice Title

NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)

Notice Description

The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.

Lot Information

Lot 1

Discovery Phase: Phase 1 Conduct a 5-week discovery phase to: - Review current as is position. Develop a clear understanding of current state and required changes for a future customer operating model. - Identify initial use cases across several NSS Directorates including potential scale of benefits - Identify common principles, processes and requirements that would improve the current service and deliver financial and non-financial benefits - Baseline current access channels, demand volumes, and customer personas - Develop a view of the current and proposed future omni channel platform capabilities that aligns with NSS' technical standards and meets the requirements to be scalable for future needs - Identify pilot area(s) to move into the new platform and an initial view of the sequence of subsequent opportunities (backlog), and a plan and resource requirement to take both forward - Obtain approval and support from a technology and business perspective to move

Procurement Information

Call-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system.

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-04e853
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/007382-2025
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support


CPV Codes

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£98,000 Under £100K

Notice Dates

Publication Date
27 Feb 202512 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
17 Feb 20251 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Contracting Authority (Buyer)

Main Buyer
THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)
Contact Name
Not specified
Contact Email
ruaridh.amitage@nhs.scot
Contact Phone
+44 1312756000

Buyer Location

Locality
EDINBURGH
Postcode
EH12 9EB
Post Town
Edinburgh
Country
Scotland

Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM13 City of Edinburgh
Delivery Location
TLM Scotland

Local Authority
City of Edinburgh
Electoral Ward
Drum Brae/Gyle
Westminster Constituency
Edinburgh South West

Supplier Information

Number of Suppliers
1
Supplier Name

PRICEWATERHOUSECOOPERS

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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