Digital Experience and Digital Enablement

Concepts

• banking services
• customer experience
• assisted digital support
• digital enablement package
• assisted digital
• digital enablement
• digital experience
• digital self-service experiences
• effective, digital self-service
• a digital first, self-service retail bank

Location

London

Description

This contract has been awarded following the conclusion of a procurement process. The Digital Experience and Digital Enablement package is the second procurement package in NS&I’s Rainbow programme, and provides the capabilities needed to deliver digital self-service experiences and journeys to NS&I’s retail banking customers, and to enable Assisted Digital support. It will deliver these services to mobile app, website and voice assistant channels.

Total Quantity or Scope

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 2025. 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.

Award Detail

Award Criteria

CPV Codes

• 66110000 - Banking services
• 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
• 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
• 79342300 - Customer services
• 79413000 - Marketing management consultancy services
• 79415000 - Production management consultancy services

Indicators

• Award on basis of price.