NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-054767-2025-06-12T11:30:36+01:00",
    "date": "2025-06-12T11:30:36+01:00",
    "ocid": "ocds-h6vhtk-054767",
    "description": "(SC Ref:801530)",
    "initiationType": "tender",
    "tender": {
        "id": "ocds-h6vhtk-054767",
        "legalBasis": {
            "id": "32014L0024",
            "scheme": "CELEX"
        },
        "title": "NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "72000000",
            "description": "IT services: consulting, software development, Internet and support"
        },
        "mainProcurementCategory": "services",
        "description": "The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.",
        "lots": [
            {
                "id": "1",
                "description": "Omni Channel Pilot + Additional Work Discovered: Phase 2 - Conduct a 12-week sprint-based Pilot: Agree success measures based on the outputs of phase 1 - Design, build and test the selected customer journeys identified in phase 1 validating the potential benefits of new technology in a target area - Shortlist, test and pilot Omnichannel technology on selected areas / processes - Develop a backlog of priority customer journeys for future execution - Confirm all in-scope opportunities and approach to integration and testing - Understand the potential to scale up beyond POC - Forward to the next stage, to be able to deliver benefits at pace - PwC will take a lead on applying MS Power Platform tools in support of the Omnichannel use cases, providing guidance and supporting targeted upskilling of individuals nominated by NSS in Power Platform tools and their use. - PwC will undertake a Discovery of the ticketing system based on the as-is setup and provide a recommendation for a future design. - PwC will assess the custom apps built within ServiceNow with a view of transforming them into Power Platform or Omnichannel. This procurement is a continuation of NP04524 Omni-Channel Customer Service Helpdesk (Phase 1).",
                "awardCriteria": {
                    "criteria": [
                        {
                            "name": "Method Statement",
                            "type": "quality",
                            "description": "35"
                        },
                        {
                            "name": "Project Plan",
                            "type": "quality",
                            "description": "30"
                        },
                        {
                            "name": "Relevant CVs",
                            "type": "quality",
                            "description": "10"
                        },
                        {
                            "name": "References",
                            "type": "quality",
                            "description": "5"
                        },
                        {
                            "type": "price",
                            "description": "20"
                        }
                    ]
                },
                "hasOptions": false,
                "status": "cancelled"
            }
        ],
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "UKM"
                    }
                ],
                "relatedLot": "1"
            }
        ],
        "procurementMethod": "limited",
        "procurementMethodDetails": "Award procedure without prior publication of a call for competition",
        "techniques": {
            "hasElectronicAuction": true
        },
        "coveredBy": [
            "GPA"
        ],
        "reviewDetails": "Economic operators should approach the contracting authority in the first instance. However, the only formal remedy is to apply to the courts: An economic operator that suffers, or is at risk of suffering, loss or damage attributable to a breach of duty under the Public Contracts (Scotland) Regulations 2015 or the Procurement Reform (Scotland) Act 2014, may bring proceedings in the Sheriff Court or the Court of Session.",
        "procurementMethodRationaleClassifications": [
            {
                "scheme": "TED_PT_AWARD_CONTRACT_WITHOUT_CALL",
                "id": "D_OUTSIDE_SCOPE",
                "description": "The procurement falls outside the scope of application of the directive"
            }
        ],
        "procurementMethodRationale": "Call-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system."
    },
    "awards": [
        {
            "id": "031823-2025-1",
            "relatedLots": [
                "1"
            ],
            "status": "active",
            "suppliers": [
                {
                    "id": "GB-FTS-139415",
                    "name": "PricewaterhouseCoopers LLP"
                }
            ]
        }
    ],
    "parties": [
        {
            "id": "GB-FTS-115937",
            "name": "The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)",
            "identifier": {
                "legalName": "The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)"
            },
            "address": {
                "streetAddress": "1 South Gyle Crescent",
                "locality": "Edinburgh",
                "region": "UKM",
                "postalCode": "EH12 9EB",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "telephone": "+44 1312756000",
                "email": "ruaridh.amitage@nhs.scot"
            },
            "roles": [
                "buyer",
                "centralPurchasingBody"
            ],
            "details": {
                "url": "http://www.nss.nhs.scot/browse/procurement-and-logistics",
                "buyerProfile": "https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11883",
                "classifications": [
                    {
                        "scheme": "TED_CA_TYPE",
                        "id": "BODY_PUBLIC",
                        "description": "Body governed by public law"
                    },
                    {
                        "scheme": "COFOG",
                        "id": "07",
                        "description": "Health"
                    }
                ]
            }
        },
        {
            "id": "GB-FTS-139415",
            "name": "PricewaterhouseCoopers LLP",
            "identifier": {
                "legalName": "PricewaterhouseCoopers LLP"
            },
            "address": {
                "streetAddress": "No 1 Spinningfields, 1 Hardman Square",
                "locality": "Manchester",
                "region": "UKD33",
                "postalCode": "M33EB",
                "countryName": "United Kingdom"
            },
            "contactPoint": {
                "telephone": "+44 7483362870"
            },
            "roles": [
                "supplier"
            ],
            "details": {
                "scale": "large"
            }
        },
        {
            "id": "GB-FTS-324",
            "name": "Sheriff Court House",
            "identifier": {
                "legalName": "Sheriff Court House"
            },
            "address": {
                "streetAddress": "27 Chambers Street",
                "locality": "Edinburgh",
                "postalCode": "EH1 1LB",
                "countryName": "United Kingdom"
            },
            "roles": [
                "reviewBody"
            ]
        }
    ],
    "buyer": {
        "id": "GB-FTS-115937",
        "name": "The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)"
    },
    "contracts": [
        {
            "id": "031823-2025-1",
            "awardID": "031823-2025-1",
            "status": "active",
            "value": {
                "amount": 280000,
                "currency": "GBP"
            },
            "dateSigned": "2025-05-01T00:00:00+01:00"
        }
    ],
    "bids": {
        "statistics": [
            {
                "id": "1",
                "measure": "bids",
                "relatedLot": "1",
                "value": 1
            },
            {
                "id": "2",
                "measure": "smeBids",
                "relatedLot": "1",
                "value": 0
            },
            {
                "id": "3",
                "measure": "foreignBidsFromEU",
                "relatedLot": "1",
                "value": 0
            },
            {
                "id": "4",
                "measure": "foreignBidsFromNonEU",
                "relatedLot": "1",
                "value": 1
            },
            {
                "id": "5",
                "measure": "electronicBids",
                "relatedLot": "1",
                "value": 0
            }
        ]
    },
    "links": [
        {
            "rel": "canonical",
            "href": "https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000801530"
        }
    ],
    "language": "en"
}