Section one: Contracting authority
one.1) Name and addresses
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)
1 South Gyle Crescent
Edinburgh
EH12 9EB
Telephone
+44 1312756000
Country
United Kingdom
NUTS code
UKM - Scotland
Internet address(es)
Main address
http://www.nss.nhs.scot/browse/procurement-and-logistics
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11883
one.2) Information about joint procurement
The contract is awarded by a central purchasing body
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Health
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
two.1.3) Type of contract
Services
two.1.4) Short description
The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £280,000
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKM - Scotland
two.2.4) Description of the procurement
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).
two.2.5) Award criteria
Quality criterion - Name: Method Statement / Weighting: 35
Quality criterion - Name: Project Plan / Weighting: 30
Quality criterion - Name: Relevant CVs / Weighting: 10
Quality criterion - Name: References / Weighting: 5
Price - Weighting: 20
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Award of a contract without prior publication of a call for competition in the cases listed below
- The procurement falls outside the scope of application of the regulations
Explanation:
Call-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system.
four.1.6) Information about electronic auction
An electronic auction will be used
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 May 2025
five.2.2) Information about tenders
Number of tenders received: 1
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 1
Number of tenders received by electronic means: 0
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
PricewaterhouseCoopers LLP
No 1 Spinningfields, 1 Hardman Square
Manchester
M33EB
Telephone
+44 7483362870
Country
United Kingdom
NUTS code
- UKD33 - Manchester
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £280,000
Section six. Complementary information
six.3) Additional information
(SC Ref:801530)
six.4) Procedures for review
six.4.1) Review body
Sheriff Court House
27 Chambers Street
Edinburgh
EH1 1LB
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
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.