---
title: "Customer Contact and Operations"
ocid: "ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6.json"
source: "Contracts Finder"
current_stage: "Planning"
buyer: "NS&I"
published: "2021-12-21"
---

# Customer Contact and Operations

Buyer: NS&I  
Current stage: Planning  
OCID: ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6.json)

## Summary

The procurement process titled "Customer Contact and Operations" is being conducted by NS&I, located at 1 Drummond Gate, Pimlico, London, SW1V 2QX, England. Currently in the planning stage, this tender seeks a strategic supplier for managed services, particularly focusing on contact centre operations and Assisted Digital capabilities. The engagement end date for industry feedback is set for 1 April 2022, as NS&I aims to explore the best practices in customer service and operations to optimise their offerings.

This tender presents substantial opportunities for businesses, especially those specialising in managed services, customer care, and automation technologies. Companies of all sizes are encouraged to participate and contribute innovative solutions that support digital self-service methodologies and improve customer journey efficiencies. Businesses that can provide integrated contact centre technologies, alongside back-office operational capabilities, will find this procurement particularly suitable for driving growth and enhancing their market presence.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7ad89c69-98ce-4a85-9538-f800b5650e0e |
| 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 |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 21 Dec 2021 |
| Submission deadline | Not specified |
| Future notice date | 1 Apr 2022 |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planning |
| Lots status | Not specified |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NS&I |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1V 2QX |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | Pimlico North |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | TLI London |

## CPV Codes

### Divisions

- 66 - Financial and insurance services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 66110000 - Banking services
- 79342300 - Customer services
- 79342320 - Customer-care services
- 79510000 - Telephone-answering services
- 79570000 - Mailing-list compilation and mailing services

## Release History

- 21 Dec 2021 at 16:00 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/7ad89c69-98ce-4a85-9538-f800b5650e0e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/7ad89c69-98ce-4a85-9538-f800b5650e0e
  21st December 2021 - Early engagement notice on Contracts Finder
- https://app.panacea-software.com/nsandi/
  Link to e-procurement portal
- 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

- https://rainbow.nsandi.com

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-6228a9f1-4aa0-44b5-b2f7-fccf5280aab6.json.