NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)
A Contract Award Notice
by THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)
- Source
- Find a Tender
- Type
- Contract (Services)
- Duration
- not specified
- Value
- £280K
- Sector
- TECHNOLOGY
- Published
- 12 Jun 2025
- Delivery
- not specified
- Deadline
- n/a
Concepts
Location
Scotland:
1 buyer
- NHS National Services Scotland NSS Edinburgh
1 supplier
- Pricewaterhousecoopers Manchester
Description
The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.
Total Quantity or Scope
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).
Award Detail
| 1 | Pricewaterhousecoopers (Manchester)
|
Award Criteria
| Method Statement | 35 |
| Project Plan | 30 |
| Relevant CVs | 10 |
| References | 5 |
| price | 20 |
CPV Codes
- 72000000 - IT services: consulting, software development, Internet and support
Indicators
- An E-Auction may be used.
Legal Justification
Call-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system.
Other Information
** PREVIEW NOTICE, please check Find a Tender for full details. ** (SC Ref:801530)
Reference
- ocds-h6vhtk-054767
- FTS 031823-2025