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PROCUREMENT OPPORTUNITY

NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)

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

Tender information last checkedLast checked 30 Sept 2026, 04:10.

Opportunity overview

The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

PricewaterhouseCoopers LLP

Matched by exact name
Contract value
£280k
Awarded
Not supplied
Contract signed
30 Apr 2025
Award ID
031823-2025-1
Status
active
Location
Manchester, UKD33, M33EB, United Kingdom

Classification

  • CPV72000000 — IT services: consulting, software development, Internet and support

Lots

  • 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).Value not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
ocds-h6vhtk-054767
Status
complete
Review Details
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.
Procurement Method
limited
Main Procurement Category
services
Procurement Method Details
Award procedure without prior publication of a call for competition
Why this procedure was chosen
Call-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system.

Covered By

GPA

Legal basis

Id
32014L0024
Scheme
CELEX

Techniques

Has Electronic Auction
Yes

Classification

Id
72000000
Scheme
CPV
Description
IT services: consulting, software development, Internet and support

Procedure reasons

Entry 1
Id
D_OUTSIDE_SCOPE
Scheme
TED_PT_AWARD_CONTRACT_WITHOUT_CALL
Description
The procurement falls outside the scope of application of the directive

Lots and requirements

Entry 1
Id
1
Status
cancelled
Has Options
No
Description
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).

Award criteria

Criteria

Criterion 1
Name
Method Statement
Type
quality
Description
35
Criterion 2
Name
Project Plan
Type
quality
Description
30
Criterion 3
Name
Relevant CVs
Type
quality
Description
10
Criterion 4
Name
References
Type
quality
Description
5
Criterion 5
Type
price
Description
20

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKM

Buyer, suppliers and contacts

Organisation 1
Id
GB-FTS-115937
Name
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)

Roles

buyer
centralPurchasingBody

Address

Region
UKM
Locality
Edinburgh
Postal Code
EH12 9EB
Country Name
United Kingdom
Street Address
1 South Gyle Crescent

Details

Classifications

Entry 1
Id
BODY_PUBLIC
Scheme
TED_CA_TYPE
Description
Body governed by public law
Entry 2
Id
07
Scheme
COFOG
Description
Health

Identifier

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

Contact

Telephone
+44 1312756000
Organisation 2
Id
GB-FTS-139415
Name
PricewaterhouseCoopers LLP

Roles

supplier

Address

Region
UKD33
Locality
Manchester
Postal Code
M33EB
Country Name
United Kingdom
Street Address
No 1 Spinningfields, 1 Hardman Square

Details

Scale
large

Identifier

Legal Name
PricewaterhouseCoopers LLP

Contact

Telephone
+44 7483362870
Organisation 3
Id
GB-FTS-324
Name
Sheriff Court House

Roles

reviewBody

Address

Locality
Edinburgh
Postal Code
EH1 1LB
Country Name
United Kingdom
Street Address
27 Chambers Street

Identifier

Legal Name
Sheriff Court House

Award information

Award 1
Id
031823-2025-1
Status
active

Suppliers

Supplier 1
Id
GB-FTS-139415
Name
PricewaterhouseCoopers LLP

Related lots

1

Contracts and changes

Entry 1
Id
031823-2025-1
Status
active
Award ID
031823-2025-1
Date Signed
1 May 2025, 00:00

Value

Amount
280,000
Currency
GBP

Recorded locations

  • Buyer location · Edinburgh · UKM · EH12 9EB · United Kingdom
  • Delivery location · UKM

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-054767-2025-06-12T11:30:36+01:00compiled ·