Official UK procurement notice
NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)
Authority: The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS) (NHS & healthcare)
The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability. Discovery Phase: Phase 1
What is being bought
Published requirement descriptionThe engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.
CPV: IT services: consulting, software development, Internet and support
The lotProcurement structure
single lot · no lot value publishedLot #1Discovery Phase: Phase 1Awarded
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
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Award procedure without prior publication of a call for competition
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Awarded without competition
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Direct award (no call for competition)
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Unspecified in notice
- First published
- 27 Feb 2025, 12:07 GMT
- Last source update
- 27 Feb 2025, 12:07 GMT
- FTS notice number
2025/S 000-007382- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-04e853Find a Tender
- Why no open competition
- The procurement falls outside the scope of application of the directive
- Published justification
Call-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system.
- Review procedure
Economic operators should approach the contracting authority in the first instance. However, the only formal remedy is to apply to the courts:
An economic operator that suffers, or is at risk of suffering, loss or damage attributable to a breach of duty under the Public Contracts (Scotland) Regulations 2015 or the Procurement Reform (Scotland) Act 2014, may bring proceedings in the Sheriff Court or the Court of Session.
Publisher note: (SC Ref:791748)
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| PricewaterhouseCoopers LLP | £98,000 † | — | Awarded |
Contracts
Contract 007382-2025-1 · PricewaterhouseCoopers LLP
- Signed
- 17 Feb 2025
- Value
- £98,000
- Status
- active
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 5bids · 5 electronic · 5 from abroad | 1 | — | — |
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Sheriff Court HouseReview body
Bidders & participating suppliers
1 commercial party on the notice- PricewaterhouseCoopers LLPAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.