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Official procurement procedure
NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)
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 2)". 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 Unpublished data stays unknown.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 |
Published12 Jun 2025, 11:30 BST | Last source update12 Jun 2025, 11:30 BST | Recurring procurementNot published |
ClassificationIT services: consulting, software development, Internet and support | ||
Delivery area | ||
OCIDocds-h6vhtk-054767 | ||
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
12 Jun 2025, 11:30 BST - Official notice release published
12 Jun 2025, 11:30 BST - Buyer information updated
12 Jun 2025, 11:30 BST
Lots and requirements (1)
Published by the contracting authority
- Lot 1 · #1Individual lot title not publishedcancelledPublished valueNot publishedOmni 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).Contract periodNot publishedEligibilityNot publishedOptions / renewalNot published
Timeline
- Procedure published
12 Jun 2025, 11:30 BST - Award active
Not published · Not published - Contract active
Signed 1 May 2025, 00:00 BST · £280,000
Commercial outcome and competition
Awards PricewaterhouseCoopers LLP Not published · Not published · active |
Contracts Contract £280,000 · signed 1 May 2025, 00:00 BST · active |
Bid statistics bids: 1 (lot 1) electronicBids: 0 (lot 1) foreignBidsFromEU: 0 (lot 1) foreignBidsFromNonEU: 1 (lot 1) smeBids: 0 (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. |