Vaccination Platform Programme Extension (ServiceNow)

Tender description

NSS were commissioned by Scottish Government to deliver the vaccination solution for citizens in Scotland to be able to view appointments, schedule & reschedule appointments. Other elements of the solution support case management for contact centre agents, inventory management and reporting across the scheduling components and inventory. Given the associated tight timescales to deliver the solution, and the complexity of scheduling, and the need to offer this as a service to all citizens within Scotland, it was decided to build upon the existing NVSS platform capability. Lot 1: ServiceNow has been implemented in NSS since 2017, as a platform with licenses for IT Service Management (e.g. Incident, Change Request, Problem Management), IT Business Management – now known as Strategic Portfolio Management (Demand, Project Portfolio Management, Agile Development, Resource Management), App Engine (Custom App) licenses, Integration Hub (Integration to O365 and other services within NSS), Database encryption & Discovery. When Covid-19 hit, ServiceNow was quickly identified as a key solution to meet a range of urgent and critical needs with many capabilities deployed into live production. The ServiceNow Case Management System (CMS) has been in-use by the National Contact Tracing Centre, all NHSS Territorial Boards & Public Health Scotland since June 2020. The system was developed and implemented on the NSS’s existing ServiceNow platform. In November 2020, NSS on behalf of Scottish Government, were commissioned to urgently build and implement a National Vaccination Scheduling System (NVSS) for Covid-19 Vaccinations. This solution allows citizens in Scotland to be able to view appointments, schedule & reschedule appointments. Other elements of the solution support case management for contact centre agents, inventory management and reporting across the scheduling components and inventory. The NVSS licenses and associated infrastructure, as well as the Contact Tracing CSM licenses, are the subject of this renewal