Notice Information
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.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-r6ebe6-0000791748
- Publication Source
- Public Contracts Scotland
- Latest Notice
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB524776
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- OJEU - F3 - Contract 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
- Complete
- Awards Status
- Not Specified
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)
- Contact Name
- Not specified
- Contact Email
- cameron.wright@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
Further Information
Notice Documents
-
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB524776
NP04524 Omni-Channel Customer Service Helpdesk (Phase 1) - The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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