Notice Information
Notice Title
Rainbow Customer Contact and Core Banking - LOT 1 - Customer Contact Centre and Operations
Notice Description
This procurement is for 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.
Lot Information
Customer Contact Centre and Operations
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.
Options: NS&I intends to award the Lot 1 (Customer Contact and Operations) contract on the following basis with regards to duration: * A 12 months implementation period, followed by: * A four-year (48 month) initial operational term, (Representing a total initial period of 60 months) And; * A discretionary one-year (12 month) extension period following the end of the initial operational term.
Renewal: Lot 1 (Customer Contact Centre and Operations): A discretionary 1-year (12 month) extension period following the end of the 1-year (12 month) implementation period and 4-year initial operational term (48 month)
Core Banking, Payment, and ReportingLot 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 PS291,800,000 and an additional allowance for potential future B2B services which may be delivered utilising the same capabilities in future totalling PS188,500,000 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. Additional 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.
Options: NS&I intends to award the Lot 2 (Core Banking, Payments and Reporting) contract on the following basis with regards to duration: * A 24 months implementation period, followed by: * A seven-year (84 month) initial operational term, (Representing a total initial period of 108 months) And; A discretionary two-year (24 month) extension period following the end of the initial operational term.
Renewal: Lot 2 (Core Banking, Payments and Reporting: A discretionary 2-year (24 month) extension period following the end of the 2-year (24 month) implementation period and 7-year initial operational term (84 month)
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-033285
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/035979-2023
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Competitive procedure with negotiation
- Tender Suitability
- Not specified
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
50 - Repair and maintenance services
64 - Postal and telecommunications services
66 - Financial and insurance services
72 - IT services: consulting, software development, Internet and support
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
48000000 - Software package and information systems
50334400 - Communications system maintenance services
64200000 - Telecommunications services
66100000 - Banking and investment services
66120000 - Investment banking services and related services
66151100 - Electronic marketplace retailing services
66172000 - Financial transaction processing and clearing-house services
72212333 - Contact management software development services
72212411 - Investment management software development services
72212442 - Financial systems software development services
72212510 - Communication software development services
72212511 - Desktop communications software development services
72310000 - Data-processing services
79212400 - Fraud audit services
79342300 - Customer services
79512000 - Call centre
Notice Value(s)
- Tender Value
- £756,100,000 £100M-£1B
- Lots Value
- £756,100,000 £100M-£1B
- Awards Value
- Not specified
- Contracts Value
- £275,959,714 £100M-£1B
Notice Dates
- Publication Date
- 6 Dec 20232 years ago
- Submission Deadline
- 31 May 2022Expired
- Future Notice Date
- Not specified
- Award Date
- 3 Nov 20232 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Active, Cancelled
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- NS&I
- Additional Buyers
- 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
- SW1P 3BT
- Postcode Area
- 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
- Not specified
-
- Local Authority
- Westminster
- Electoral Ward
- St James's
- Westminster Constituency
- Cities of London and Westminster
Further Information
Open Contracting Data Standard (OCDS)
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.