ServiceNow – Covid - Extension of National Vaccination Scheduling System and Contact Tracing Management System

Tender description

The ServiceNow Case Management System (CMS) has been in-use by the National Contact Tracing Centre, all 14 NHSS Territorial Boards & Public Health Scotland since June 2020. The system was developed and implemented within a period of 4 weeks in-house building on the NSS’s existing ServiceNow platform. 1500 licences were initially procured under contract award notice NSSCOVID-19 -228, however this was increased due to the increase in +ve cases in Scotland, reaching over 2,500 contact tracers using the 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 solution was subsequently extended out and is used as the national solution to support annual scheduling of flu vaccinations for citizens across Scotland. Scottish Government has requested that both the CMS and the NVSS solutions continue to be available for the next 12 months period. 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. Additional information: ServiceNow contractual agreement already in place. ServiceNow as a solution is Software as a Service (SaaS). Due to continuing requirement for the NVSS and CMS solutions to be in place as part of the NHSScotland response to Covid, there is therefore a requirement to extend the current instance and associated licenses