--- title: "NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)" ocid: "ocds-r6ebe6-0000791748" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000791748" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000791748.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000791748.json" source: "Public Contracts Scotland" 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-r6ebe6-0000791748 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000791748) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000791748.json) ## Summary The Common Services Agency, more commonly known as NHS National Services Scotland (NSS), located in Edinburgh, has completed the procurement of the "NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)" under the health industry category. The procurement method used was a limited award procedure without prior publication of a call for competition, specifically a call-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system. The contract was awarded to PricewaterhouseCoopers LLP, and it involves a five-week discovery phase. This process aims to review and improve current customer service models and develop scalable, omni-channel solutions in line with NSS’s technical standards. The contract, valued at £98,000, was signed on 17 February 2025, following the award on 27 February 2025. This tender presents significant growth opportunities for businesses specialising in digital customer service solutions, particularly those focusing on health sector applications. Companies with expertise in developing and managing omni-channel platforms, as well as those capable of conducting comprehensive service model reviews, would find this procurement process well-suited to their capabilities. With the emphasis on accelerating delivery, increasing capacity, and enhancing customer management efficiencies, businesses that can demonstrate robust methodological approaches and competitive pricing stand to benefit greatly from engaging in similar future opportunities within the public health sector. ## 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 | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB524776 | | 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 | 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 | 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 | 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 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=FEB524776 ## 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. ## Notice URLs - http:// - http://www.nss.nhs.scot/browse/procurement-and-logistics - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000791748 ## 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-r6ebe6-0000791748. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000791748.json.