Rainbow Customer Contact and Core Banking - LOT 1 - Customer Contact Centre and Operations
A Tender Notice
by NATIONAL SAVINGS AND INVESTMENTS
- Source
- Find a Tender
- Type
- Contract (Services)
- Duration
- 9 year
- Value
- £756M
- Sector
- TECHNOLOGY
- Published
- 29 Apr 2022
- Delivery
- To 05 Dec 2032 (est.)
- Deadline
- 31 May 2022 16:00
Concepts
Location
London
2 buyers
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 and more than £202 billion of funds under management, best known for Premium Bonds but also offering a wide range of other savings products. NS&I raises cost-effective financing for the Government, by offering a range of 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, in addition to IT and infrastructure services. This contract will end on 31st March 2024, and NS&I is embarking on a significant programme of transformation for its outsourced services, called the Rainbow Programme. This is the third procurement exercise in NS&I’s Rainbow programme and is divided into two lots. Lot 1 is the Customer Contact Centre and Operations contract. Lot 2 is the Core Banking, Payments and Reporting contract.
Lot Division
| 1 | Customer Contact Centre and Operations
Lot 1 (Customer Contact and Operations) will deliver and integrate front-office (contact centre) services to support digital self-service transactions, requests, queries and complaints, through webchat, messaging and telephony. The supplier shall also deliver back-office services to manage and process non-digital customer interactions through telephony and post, and support vulnerable and digitally excluded customers. Please note the total contract value is made up of two parts. The committed and approved spend to deliver the core requirements for this service totalling £208,000,000 and an additional allowance for potential future B2B services which may be delivered utilising the same capabilities in future totalling £67,800,000 which require additional approvals. By way of background, 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 be delivered through this contract in future, hence the additional allowance. |
| 2 | Core Banking, Payment, and Reporting
Lot 2 (Core Banking, Payments and Reporting) will deliver and integrate core-banking services and systems of record, including: customer accounts and account lifecycle management; pooled accounts; payment verification and transaction processing; interest calculations and capitalisation; statement generation; product development and lifecycle management; general ledger, and product accounting; fraud detection and monitoring; account and customer management information and reporting; and Open Banking. Lot 2 will support customer management including: customer onboarding and lifecycle management; customer data management and retention. Support for data and insight capability including data warehouse, system integration, ETL, query and reporting tools. Lot 2 also delivers support for NS&I’s prize winning savings products, including bond number allocation and prize draws and will also be responsible for migration and management of customer, account, and other data from legacy systems. NS&I provides services to other government departments via B2B offer, called Government Payment Services (GPS). NS&I Please note the total contract value is made up of two parts. The committed and approved spend to deliver the core requirements for this service totalling £291,800,000 and an additional allowance for potential future B2B services which may be delivered utilising the same capabilities in future totalling £188,500,000 which require additional approvals. By way of background, 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 be delivered through this contract in future, hence the additional allowance. |
CPV Codes
- 66100000 - Banking and investment services
- 48000000 - Software package and information systems
- 50334400 - Communications system maintenance services
- 64200000 - Telecommunications services
- 72212333 - Contact management software development services
- 72212510 - Communication software development services
- 72212511 - Desktop communications software development services
- 72310000 - Data-processing services
- 79342300 - Customer services
- 79512000 - Call centre
- 66120000 - Investment banking services and related services
- 66151100 - Electronic marketplace retailing services
- 66172000 - Financial transaction processing and clearing-house services
- 72212411 - Investment management software development services
- 72212442 - Financial systems software development services
- 79212400 - Fraud audit services
Indicators
- Bids should cover one or more lots.
- Bids should cover the whole contract.
- Options are available.
- Renewals are available.
- Award on basis of price and quality.
Other Information
The Authority reserves the right not to award the opportunity or to award only part (or a different arrangement) of the opportunity described in this contract notice. Bidders should note that the procurement documents relating to stages of the procurement following the Selection Questionnaire stage are draft documents at this stage, providing indicative information of the Authority's intended approach in the procurement process and are for general information only. The Authority reserves the right to vary, amend and update any aspects of the procurement documents and final details and versions of the procurement documents will be confirmed to applicants successful in being selected to participate in the relevant tender stages of the procurement procedure. Requests to participate must be by way of completion and return of the Standard Selection Questionnaire (in accordance with the requirements set out in the Standard Selection Questionnaire) by the date and time specified in Section IV.2.2. The Authority reserves the right not to accept requests to participate that are received after the deadline. Bidders are encouraged to submit their submissions well in advance of the stated date and time in order to avoid issues such as technical difficulties with the electronic system that may be due to the high volumes of traffic attempting to submit applications on the same date at the same time.
Reference
- FTS 011240-2022