---
title: "NSSCOVID-19 -228 Service Now Customer Service Management (CSM) Module"
ocid: "ocds-r6ebe6-0000632016"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000632016"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000632016.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000632016.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (\"NSS\")"
published: "2020-10-01"
---

# NSSCOVID-19 -228 Service Now Customer Service Management (CSM) Module

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) ("NSS")  
Current stage: Award  
OCID: ocds-r6ebe6-0000632016

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000632016)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000632016.json)

## Summary

The procurement process, titled "NSSCOVID-19 -228 Service Now Customer Service Management (CSM) Module," is conducted by The Common Services Agency, more commonly known as NHS National Services Scotland (NSS). This contract falls under the health industry category and is located in Edinburgh, UK. The procurement method employed was a limited procedure, resulting in a directly awarded contract due to the extreme urgency stemming from the COVID-19 pandemic. The contract was signed on 9th September 2020, and the procurement stage has now reached completion.

This tender presents significant opportunities for businesses involved in IT service management and customer service solutions, particularly those capable of providing case management systems. Given that the contract has already been awarded to ServiceNow, other potential suppliers may look towards future projects within the health sector, especially those that address ongoing needs due to the pandemic. Businesses with expertise in delivering technology-driven solutions tailored for the health and social care sector would be particularly well-suited to compete in similar tenders.

## Notice

Case Management System (CMS)

### Lot Information

Lot 1

This is a directly awarded contract between the Authority on behalf of NHS Scotland to meet the additional demands of the Scottish Health and Social Care sector during the current Covid-19 pandemic. This award has been approved on the basis of the protection of exclusive rights, including intellectual property rights in line with Regulation 33(1)(b) of the Public Contracts (Scotland) Regulations 2015

### Procurement Information

This is a directly awarded contract between the Authority on behalf of NHS Scotland to meet the additional demands of the Scottish Health and Social Care sector during the current Covid-19 pandemic.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT396258 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 1 Oct 2020 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 9 Sep 2020 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £648,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Not specified |
| 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

- 72322000 - Data management services

## Release History

- 1 Oct 2020 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT396258

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT396258
  NSSCOVID-19 -228 Service Now Customer Service Management (CSM) Module - Case Management System (CMS)

## Notice URLs

- http://
- http://www.nhsscotlandprocurement.scot.nhs.uk/
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000632016

## 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-r6ebe6-0000632016. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000632016.json.