---
title: "ServiceNow - Covid - Extension of National Vaccination Scheduling System and Contact Tracing Management System"
ocid: "ocds-h6vhtk-03bcdb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03bcdb"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03bcdb.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03bcdb.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (\"NSS\")"
published: "2023-04-05"
---

# ServiceNow - Covid - Extension of National Vaccination Scheduling System and Contact Tracing Management System

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) ("NSS")  
Current stage: Award  
OCID: ocds-h6vhtk-03bcdb

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## Summary

The procurement process for the contract titled "ServiceNow – Covid - Extension of National Vaccination Scheduling System and Contact Tracing Management System" was awarded to ServiceNow by The Common Services Agency (NHS National Services Scotland). This contract falls under the services industry category and involves the extension of existing systems to support Covid-19 response and vaccination scheduling in Scotland. The procurement method used was a limited award procedure without prior publication, with a contract value of £651,060.84 signed on 1st April 2023.

This contract presents opportunities for businesses providing IT services, consulting, software development, and support to compete in the healthcare sector. Businesses with expertise in case management systems, contact tracing solutions, and national scheduling systems would be well-suited to bid for similar contracts. The ongoing need for digital solutions in the healthcare sector, particularly in response to public health emergencies, highlights the potential for growth and collaboration in this procurement area.

## Notice

The ServiceNow Case Management System (CMS) has been in-use by the National Contact Tracing Centre, all 14 NHSS Territorial Boards & Public Health Scotland since June 2020. The system was developed and implemented within a period of 4 weeks in-house building on the NSS's existing ServiceNow platform. 1500 licences were initially procured under contract award notice NSSCOVID-19 -228, however this was increased due to the increase in +ve cases in Scotland, reaching over 2,500 contact tracers using the platform. In November 2020, NSS on behalf of Scottish Government were commissioned to urgently build and implement a National Vaccination Scheduling System (NVSS) for Covid-19 Vaccinations. This solution allows citizens in Scotland to be able to view appointments, schedule & reschedule appointments. Other elements of the solution support case management for contact centre agents, inventory management and reporting across the scheduling components and inventory. The solution was subsequently extended out and is used as the national solution to support annual scheduling of flu vaccinations for citizens across Scotland. Scottish Government has requested that both the CMS and the NVSS solutions continue to be available for the next 12 months period.

### Lot Information

Lot 1

ServiceNow has been implemented in NSS since 2017, as a platform with licenses for IT Service Management (e.g. Incident, Change Request, Problem Management), IT Business Management - now known as Strategic Portfolio Management (Demand, Project Portfolio Management, Agile Development, Resource Management), App Engine (Custom App) licenses, Integration Hub (Integration to O365 and other services within NSS), Database encryption & Discovery. When Covid-19 hit, ServiceNow was quickly identified as a key solution to meet a range of urgent and critical needs with many capabilities deployed into live production. The ServiceNow Case Management System (CMS) has been in-use by the National Contact Tracing Centre, all NHSS Territorial Boards & Public Health Scotland since June 2020. The system was developed and implemented on the NSS's existing ServiceNow platform. In November 2020, NSS on behalf of Scottish Government, were commissioned to urgently build and implement a National Vaccination Scheduling System (NVSS) for Covid-19 Vaccinations. This solution allows citizens in Scotland to be able to view appointments, schedule & reschedule appointments. Other elements of the solution support case management for contact centre agents, inventory management and reporting across the scheduling components and inventory. The NVSS licenses and associated infrastructure, as well as the Contact Tracing CSM licenses, are the subject of this renewal. Additional information: ServiceNow contractual agreement already in place. ServiceNow as a solution is Software as a Service (SaaS). Due to continuing requirement for the NVSS and CMS solutions to be in place as part of the NHSScotland response to Covid, there is therefore a requirement to extend the current instance and associated licenses

### Procurement Information

This modification is to meet the additional demands of the Scottish Health and Social Care sector during the current Covid-19 pandemic and to maintain necessary supply and remove unnecessary disruption from the Authority at this time in line with Regulation 72(1)(b) of the Public Contracts (Scotland) Regulations 2015.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/009986-2023 |
| 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 | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Apr 2023 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 31 Mar 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £651,060 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) ("NSS") |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH12 9EB |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | Drum Brae/Gyle |
| Westminster constituency | Edinburgh South West |
| Delivery location | TLM Scotland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SERVICENOW |

## CPV Codes

### Divisions

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

### Codes

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

## Release History

- 5 Apr 2023 at 13:44 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/009986-2023

## Notice URLs

- http://www.nss.nhs.scot/browse/procurement-and-logistics
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000728405
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11883

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03bcdb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03bcdb.json.