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

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.