--- title: "NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)" ocid: "ocds-r6ebe6-0000801530" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000801530" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000801530.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000801530.json" source: "Public Contracts Scotland" 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-r6ebe6-0000801530 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000801530) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000801530.json) ## Summary The Common Services Agency, commonly known as NHS National Services Scotland (NSS), based in Edinburgh, has completed the procurement process for the "NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)" contract. This tender falls under the health industry category and is specifically classified as a service-related procurement. The procurement method used was limited, proceeding without prior publication of a call for competition. It involved a call-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system. PricewaterhouseCoopers LLP has been awarded the contract, having signed on 1st May 2025, with the contract valued at £280,000 GBP. This award stage marks a significant development in this ongoing project aimed at enhancing NSS's capacity and capability, with all activities focused on the UKM region. This procurement offers substantial opportunities for businesses with expertise in digital transformation and technology services, especially those with a focus on omni-channel customer service delivery. While the procurement favoured a large-scale supplier like PricewaterhouseCoopers LLP, businesses capable of offering innovative solutions using digital platforms such as Microsoft Power Platform could be well-positioned to participate in future similar contracts. By engaging in pilot programmes and providing tailored technology solutions, such businesses could leverage this type of procurement to expand their market presence and enhance their portfolios within the health services industry in Scotland. ## 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 | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN532407 | | 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 | 12 Jun 2025 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 1 May 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 | 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 - 12 Jun 2025 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN532407 ## Documents - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN532407 NP04524 Omni-Channel Customer Service Helpdesk (Phase 2) - 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-r6ebe6-0000801530 ## 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-r6ebe6-0000801530. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000801530.json.