Digital Experience and Digital Enablement

Concepts

• e-mail system
• national savings and investments
• digital experience
• digital enablement package
• digital enablement
• digital self-service experiences
• digital support
• customer experience
• digital self-service
• future delivery of digital experience services

Location

Description

National Savings and Investments (NS&I) is an Executive Agency of the Chancellor of the Exchequer. It is one of the UK's largest retail savings organisations with 25 million customers, more than £202 billion funds under management, best known for Premium Bonds but also offering a range of savings products. NS&I raises financing for Government, by offering secure retail financial savings products, as an alternative to raising funds on the wholesale market. NS&I's core services are currently provided by Atos IT Services UK Limited, which manages sales processing and customer servicing, and IT and infrastructure services. This contract will end on 31st March 2024. NS&I has started a significant transformation of its outsourced services, called the Rainbow Programme. The second procurement in NS&I's Rainbow Programme, the Digital Experience and Digital Enablement package, will provide capabilities in digital self-service experiences and journeys for NS&I's customers and enable Assisted Digital support. This includes as a minimum the delivery of a mobile banking app (to include prize draw functionality) and a fully functional transactional website. The new service will create journeys and experiences designed to support customers achieve their Jobs to be Done, reduce customer effort and improve customer experience. NS&I has transitioned from branch-based banking to our current state as a direct-only business with digital, post and phone channels. This package is intended to bring us to the endpoint of that trajectory, transitioning to a digital first, self-service retail bank, with Assisted Digital support for customers unable to self-serve. That endpoint will meet customer expectations for effective, digital self-service, and deliver cost-effective operational excellence. NS&I provides services to other government departments via B2B offer, called Government Payment Services (GPS). NS&I GPS offers modern, secure and competitive banking and payments services to all government departments, agencies and public sector organisations. Current B2B services include Help to Buy, Help to Save, 30 Hours of Childcare, Tax Free Childcare and Court Funds Office. There is potential for B2B services to expand during the contract lifetime that could result in growth of the outsourced services NS&I may be required to support the delivery of. This procurement is intended to allow for future delivery of digital experience services to support NS&I GPS activities. The total estimated value in section II.2.6 is £172m. Of this, £111.5m is in relation to the initial term for the retail banking opportunity, and £32.5m in respect of a possible two (2) year discretionary extension. This £32.5m is subject to further spend control approval. The remaining £28m is the estimated value for supporting B2B services for both the initial term and any discretionary extension period. B2B and any extensions will be subject to further Cabinet Office spend control approval.

CPV Codes

• 48811000 - E-mail system
• 48812000 - Financial information systems
• 66112000 - Deposit services
• 72212221 - Internet browsing software development services
• 72212510 - Communication software development services
• 72220000 - Systems and technical consultancy services
• 72221000 - Business analysis consultancy services
• 72222000 - Information systems or technology strategic review and planning services
• 72222100 - Information systems or technology strategic review services
• 72222200 - Information systems or technology planning services
• 72222300 - Information technology services
• 72223000 - Information technology requirements review services
• 72224000 - Project management consultancy services
• 72224100 - System implementation planning services
• 72224200 - System quality assurance planning services
• 72225000 - System quality assurance assessment and review services
• 72226000 - System software acceptance testing consultancy services
• 72227000 - Software integration consultancy services
• 72228000 - Hardware integration consultancy services
• 72232000 - Development of transaction processing and custom software
• 72261000 - Software support services
• 72262000 - Software development services
• 72316000 - Data analysis services
• 72317000 - Data storage services
• 72318000 - Data transmission services
• 72421000 - Internet or intranet client application development services
• 72600000 - Computer support and consultancy services
• 72610000 - Computer support services
• 72611000 - Technical computer support services
• 79342300 - Customer services
• 79342310 - Customer survey services
• 79342311 - Customer satisfaction survey
• 79342320 - Customer-care services
• 79413000 - Marketing management consultancy services
• 79415000 - Production management consultancy services
• 79415200 - Design consultancy services

Other Information

The total estimated value in section II.2.6 is £172m. Of this, £111.5m is in relation to the initial term for the retail opportunity, and £32.5m in respect of a possible two (2) year discretionary extension. This £32.5m is subject to further spend control approval. … ⭐ Link to e-procurement portal https://app.panacea-software.com/nsandi/