NP04524 Omni-Channel Customer Service Helpdesk (Phase 1)

Location

Scotland:

Description

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

Total Quantity or Scope

Discovery Phase: Phase 1 Conduct a 5-week discovery phase to: - Review current as is position. Develop a clear understanding of current state and required changes for a future customer operating model. - Identify initial use cases across several NSS Directorates including potential scale of benefits - Identify common principles, processes and requirements that would improve the current service and deliver financial and non-financial benefits - Baseline current access channels, demand volumes, and customer personas - Develop a view of the current and proposed future omni channel platform capabilities that aligns with NSS’ technical standards and meets the requirements to be scalable for future needs - Identify pilot area(s) to move into the new platform and an initial view of the sequence of subsequent opportunities (backlog), and a plan and resource requirement to take both forward - Obtain approval and support from a technology and business perspective to move

Award Detail

Award Criteria

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support

Indicators

• An E-Auction may be used.

Legal Justification

Call-off from the Scottish Government's Digital Technology and Cyber Services dynamic purchasing system.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** (SC Ref:791748)