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Published 12 Jun 2025, 11:30 BST

Official UK procurement notice

NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)

Official notice

Authority: The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS) (NHS & healthcare)

ServicesAward procedure without prior publication of a call for competition
Sectors: IT Services & Software (72) Delivery: Scotland (UKM)
Awarded value£280,000published contract · exc. VAT
Awarded 1 May 2025no call for competition
Awarded to PricewaterhouseCoopers LLP

What is being bought

Published requirement description

The 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 published
Lot #1Omni Channel Pilot + Additional Work Discovered: Phase 2Awarded

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).

Delivery: Scotland

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
12 Jun 2025, 11:30 BST
Last source update
12 Jun 2025, 11:30 BST
FTS notice number
2025/S 000-031823
Classification (CPV)
IT services: consulting, software development, Internet and support
Delivery area
Scotland (UKM)
Official registry OCID
ocds-h6vhtk-054767 Find 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 and risk notes
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:801530)

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast
Awards 1
Awarded value £280,0001 contract exc. VAT
Bids received 1
Contracts signed 1latest 1 May 2025
Awarded toValueDateStatus
PricewaterhouseCoopers LLP£280,000 †—Awarded

Contracts

Bid statistics published by the authority

BidsSMEVCSEValid bid range
1bids · 0 electronic · 1 from abroad0——

Contracting authority & participating public bodies

The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)

Contracting authorityNHS & healthcareBody governed by public lawHealth 1 South Gyle Crescent, Edinburgh, Scotland, EH12 9EBContact email, phone

Dispute resolution & review bodies

  • Sheriff Court HouseReview body Edinburgh

Bidders & participating suppliers

1 commercial party on the notice
  • PricewaterhouseCoopers LLPAwarded supplier No 1 Spinningfields, 1 Hardman Square, Manchester, North West, M33EBContact phone

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.