---
title: "NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)"
ocid: "ocds-h6vhtk-04e853"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e853"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e853.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e853.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)"
published: "2025-02-27"
---

# NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)  
Current stage: Award  
OCID: ocds-h6vhtk-04e853

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e853)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04e853.json)

## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/007382-2025 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 27 Feb 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 17 Feb 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £98,000 |

## 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 | PRICEWATERHOUSECOOPERS |

## CPV Codes

### Divisions

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

### Codes

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

## Release History

- 27 Feb 2025 at 12:07 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/007382-2025

## Notice URLs

- http://www.nss.nhs.scot/browse/procurement-and-logistics
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000791748
- 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-04e853. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04e853.json.