Procurement - national collaborative: service enhancement plan March 2025

Customer-focused services & enhanced customer management

The NCPD services will be redesigned to provide easier access to frameworks and framework information. This will support our ambition for an enhanced capability, focused on working with our customers to realise greater value. Subject to resource availability, we will:

• Implement an improved approach to pipeline management, including processes for regular updates which communicate up-to-date framework pipeline information to all customers
• Review and develop clear and definitive information and documentation, including clear articulation of framework benefits, consistent across all frameworks, services and information points
• Improve front line services to support customer navigation through frameworks and services:
  • Establish a ‘shopfront’ – virtual first point of contact which contains clear, consistent and easily accessible information
  • Establish a staffed support desk for new customers, smaller organisations that do not buy regularly and for existing customers to gain access/referral to the right support for complex issues
  • Consider the development of a ‘framework finder’ tool to help customers find and access the full range of public sector frameworks and benefits available across the national public sector landscape
• Introduce a customer account management approach to support contract management and help customers realise greater value and benefits
• Improve supplier management as part of the contract management process to drive greater value
• Continue the reintroduction of targeted customer and supplier in-person engagement activities
• Consider the viability of additional, value-added services

Scotland Excel Account Management

Scotland Excel provides an exemplar with its Customer Project and Account Management Model. This model provides a service to all 32 local authorities and approximately 160 Associate Members.

Project and Account Managers (PAMS) provide their customers with an Annual Value Report which highlights framework usage, savings and missed opportunities. This report is supported by further quarterly meetings which continue to promote opportunities to increase savings and provide a forum to highlight any issues or concerns which the PAMS take back to relevant teams within the organisation to support resolution.

The PAMS also support the organisation of events, customer focused User Intelligence Groups and planning and organisation of the Scotland Excel annual conference.