Find a Tender
complete
Official procurement procedure
NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)
IT services: consulting
software development
Internet and support
Published value
Not published
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS): "NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)". Published status: complete. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
| Contracting Authority | The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS) | Scope & Categories | Not published | Submission Window | complete No deadline published |
|---|---|---|---|---|---|
| Submission Gateway | Direct notice route | Legal Basis & Regime | Standard procurement | Estimated Value (exc. VAT) | Not published |
Bidder Intelligence · Authority Profile: The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)
Market Analytics
Derived from OCDS awards & bid statistics
Published history for The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS). These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Competition Density
Not availableNo published reports
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate availablePayment Terms
Check noticePublished terms
Coverage: 0 active published awards; 0 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Procedure methodNot published | Procurement categoryNot published | |
Statuscomplete | Framework / DPSNot published | CompetitionNot published |
Above thresholdNot published | Legal basisNot published | Tender period startsNot published |
Clarification deadlineNot published | Electronic submissionNot published | Submission languagesNot published |
Published27 Feb 2025, 12:07 GMT | Last source update27 Feb 2025, 12:07 GMT | Recurring procurementNot published |
ClassificationIT services: consulting, software development, Internet and support | ||
Delivery area | ||
OCIDocds-h6vhtk-04e853 | ||
What is being bought
The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.
What changed
From the official release history
- Status changed to complete
27 Feb 2025, 12:07 GMT - Official notice release published
27 Feb 2025, 12:07 GMT - Buyer information updated
27 Feb 2025, 12:07 GMT
Lots and requirements (1)
Published by the contracting authority
- Lot 1 · #1Individual lot title not publishedcancelledPublished valueNot publishedDiscovery 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 moveContract periodNot publishedEligibilityNot publishedOptions / renewalNot published
Timeline
- Procedure published
27 Feb 2025, 12:07 GMT - Award active
Not published · Not published - Contract active
Signed 17 Feb 2025, 00:00 GMT · £98,000
Commercial outcome and competition
Awards PricewaterhouseCoopers LLP Not published · Not published · active |
Contracts Contract £98,000 · signed 17 Feb 2025, 00:00 GMT · active |
Bid statistics bids: 5 (lot 1) electronicBids: 5 (lot 1) foreignBidsFromEU: 0 (lot 1) foreignBidsFromNonEU: 5 (lot 1) smeBids: 1 (lot 1) |
Buyer and organisations in this procedure
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)
Contracting authority GB-FTS-115937Documents (0)
Official links; attachments are not copied
No linked documents are published
Related procedures (0)
No related procedures published
Planning and rationale
Planning budgetNot published |
No-engagement rationaleNot published |
Procedure rationaleCall-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system. |