Notice Information
Notice Title
Customer Contact and Operations
Notice Description
This procurement will consist of two packages. The Customer Contact and Operations package will procure a strategic supplier of managed services to support, deliver and integrate contact centre services, including the provision of Assisted Digital capabilities, supporting customers through digital self-service and customer journeys to perform on their behalf when needed to support vulnerable and digitally excluded customers. The Core Banking, Payment and Reporting package will will procure a strategic supplier of managed services to 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; insight capabilities; reporting and knowledge management; and Open Banking. Additional information: NS&I requires a strategic supplier of managed services to support, deliver and integrate contact centre services, including the provision of Assisted Digital capabilities, supporting customers through digital self-service and customer journeys to perform on their behalf when needed to support vulnerable and digitally excluded customers. The supplier will provide the people, relevant contact centre technology and capabilities, enable and manage our assisted digital customer journeys and experiences. It will request and support data provision and insight from this package to be shared with our other package providers to both inform our digital customer journeys and experiences and to build our Knowledge and Insight capabilities. The supplier shall also deliver operational "back-office" capabilities and services, including complaints management, to manage and process non-digital customer interactions and journeys. While 96% of our customer interactions originate from digital channels, with 6 million customers registered to use online, responses and out bound services currently have lower levels of digital origination. Our aspiration is for customers to digitally self-serve and while we are on the journey to achieve this, the supplier will need to have capabilities to accept and scan post with integrated services into the back-office processes/capabilities as well as print capabilities for outbound services. Reviewing, redesigning and reducing non-digitised interactions and journeys while improving efficiency and reducing customer effort will be vital. Actionable insight will need to be gathered and used to help identify such non digital interactions/ journeys that could be digitised and/or automated ensuring more digital self-serve customer journeys are enabled. This may include for example identifying and implementing opportunities for robotic automation. NS&I views this event as the perfect opportunity to receive feedback from industry to help shape the Contact Centre and Operations package and explore the viability of our approach. During this event NS&I will: * share its vision and indicative timelines; * share its thinking on the people, ways of working and technology capabilities needed to support its contact centre and back-office operation; * gain your insights and constructive challenge on relevant proven and emerging industry best practice; and * benefit from your insight into the optimal alignment between its requirements and that best practice. As NS&I looks to disaggregate its contracts, the organisation is keen to access the best capabilities contained in the market; and all sizes of companies are encouraged to join if they think they have relevant solutions. NS&I would like to speak with several suppliers directly after the event to listen to feedback on the requirements and challenge areas of our thinking. If you are interested in participating in one of these sessions, please contact NS&I at tenders@rainbow.nsandi.com
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/7ad89c69-98ce-4a85-9538-f800b5650e0e
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- Market Engagement Notice
- Procurement Type
- Standard
- Procurement Category
- Not specified
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- SME
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
66 - Financial and insurance services
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
66110000 - Banking services
79342300 - Customer services
79342320 - Customer-care services
79510000 - Telephone-answering services
79570000 - Mailing-list compilation and mailing services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 21 Dec 20214 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 1 Apr 2022Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planning
- Lots Status
- Not Specified
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- NS&I
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
Buyer Location
- Locality
- LONDON
- Postcode
- SW1V 2QX
- Post Town
- South West London
- Country
- England
-
- Major Region (ITL 1)
- TLI London
- Basic Region (ITL 2)
- TLI3 Inner London - West
- Small Region (ITL 3)
- TLI35 Westminster and City of London
- Delivery Location
- TLI London
-
- Local Authority
- Westminster
- Electoral Ward
- Pimlico North
- Westminster Constituency
- Cities of London and Westminster
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/7ad89c69-98ce-4a85-9538-f800b5650e0e
21st December 2021 - Early engagement notice on Contracts Finder -
-
https://www.techuk.org/what-we-deliver/events/ns-i-rainbow-programme-customer-contact-and-operations-market-engagement.html
Click here to sign up for the market engagement event
Notice URLs
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.
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