NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)Estimated Value
Up to £280,000
Deadline
Not specified
Published
12 June 2025
Type
services
Overview
The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.
Key points
- 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).
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Award Details
PricewaterhouseCoopers LLP
£280,000
Likely incumbents
Suppliers who won similar work from this buyer in the last 5 years.
- 1
Computacenter
8 contracts wonlatest 20 May 2026£18m
total awarded
- 2
Capgemini
2 contracts wonlatest 7 Jan 2026£2m
total awarded
- 3
Sword IT Solutions
2 contracts wonlatest 12 Dec 2025£744,000
total awarded
- 4
Insight Direct (UK) Ltd
2 contracts wonlatest 5 Dec 2025£385,104
total awarded
- 5
Microsoft
1 contract wonlatest 20 May 2026£8m
total awarded
Computacenter is the most likely incumbent based on recency and category match. To win, bidders typically need a clearly differentiated proposition or a price advantage.
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two years of filed accountsyour financial standingturnover vs contract valueyour Companies House recordcash flow for 30-day termscredit scores and ratios
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Buyer Profile
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)Key Dates
Published
12 June 2025
Submission deadline
Not specified
Notice type
award
Source
find a tender
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