---
title: "NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)"
ocid: "ocds-h6vhtk-054767"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-054767"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-054767.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-054767.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)"
published: "2025-06-12"
---

# NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)  
Current stage: Award  
OCID: ocds-h6vhtk-054767

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-054767)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-054767.json)

## Summary

The procurement process led by NHS National Services Scotland (NSS) seeks to accelerate the delivery capacity and capability through its Omni-Channel Customer Service Helpdesk Phase 2 project. This procurement falls within the IT services industry and covers regions in the UK, specifically Edinburgh. The tender is at the award stage, with PricewaterhouseCoopers LLP selected as the supplier. The process utilises a limited procurement method that bypasses the initial call for competition, relying instead on the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system. The contract, valued at £280,000, was signed on 1st May 2025, marking a significant step towards modernising service delivery through innovative omnichannel technology integration.

This tender offers substantial business growth opportunities for companies specialising in IT services, particularly those with expertise in consulting, software development, and support. The focus is on leveraging new technologies to enhance customer service processes, making it highly suitable for large enterprises with the capability to deliver complex digital solutions. Companies well-versed in using the MS Power Platform and omnichannel technology can position themselves competitively in this arena, as they may provide essential guidance and support for the NSS team in implementing such solutions. Engaging with this contract could lead to further collaborations, underscoring the potential for long-term partnerships within the dynamic digital service landscape.

## 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

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).

### 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/031823-2025 |
| 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 | 12 Jun 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 30 Apr 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 | £280,000 |

## 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

- 12 Jun 2025 at 10:30 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/031823-2025

## Notice URLs

- http://www.nss.nhs.scot/browse/procurement-and-logistics
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000801530
- 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-054767. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-054767.json.