The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)
Buyer Name: The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)
Buyer Address: 1 South Gyle Crescent, Edinburgh, UKM, EH12 9EB
Contact Name: George Futcher
Contact Email: george.futcher@nhs.scot
Contact Telephone: +44 7798870171
The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.
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External Link: https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUN532407
Link Title: NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)
Link Description: The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.
Lot 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).
Lot 1 Status: complete
Lot 1 Has Options: No
Lot 1 Award Criterion (quality): Method Statement
Document Title: NP04524 Omni-Channel Customer Service Helpdesk (Phase 2)
Document Description: The engagement of a delivery partner organisation to work with NSS to accelerate the delivery and increase the capacity and capability.
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