---
title: "Rainbow Customer Contact and Core Banking - LOT 1 - Customer Contact Centre and Operations"
ocid: "ocds-h6vhtk-033285"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-033285"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-033285.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-033285.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NS&I"
published: "2023-12-06"
---

# Rainbow Customer Contact and Core Banking - LOT 1 - Customer Contact Centre and Operations

Buyer: NS&I  
Current stage: Award  
OCID: ocds-h6vhtk-033285

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-033285)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-033285.json)

## Summary

National Savings and Investments (NS&I) is seeking a strategic supplier for managed services in the Rainbow Customer Contact and Core Banking procurement. The tender, titled "Rainbow Customer Contact and Core Banking - LOT 1 - Customer Contact Centre and Operations," falls under the services category with a procurement method of selective competitive procedure with negotiation. The procurement is for contact centre services, including Assisted Digital capabilities, for vulnerable and digitally excluded customers. NS&I, the buying organisation, is based in London, United Kingdom, and the tender is currently in the award stage, with a contract value of £275,959,714 signed on 3rd November 2023.

This tender presents an opportunity for businesses providing customer services, particularly in the financial services industry, to compete for a substantial contract with valuable public sector visibility. Businesses with expertise in managing contact centre operations and integrating digital self-service capabilities would be well-suited to bid for this tender from NS&I. The procurement includes a significant contract value that can support business growth and long-term partnership opportunities with NS&I, a major retail savings organisation in the UK's financial landscape.

## Notice

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 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 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)

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/035979-2023 |
| 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 |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 Dec 2023 |
| Submission deadline | 31 May 2022 |
| Future notice date | Not specified |
| Award date | 3 Nov 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £756,100,000 |
| Lots value | £756,100,000 |
| Awards value | Not specified |
| Contracts value | £275,959,714 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Active, Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NS&I |
| Additional buyers | NATIONAL SAVINGS AND INVESTMENTS |
| 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 | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SOPRA STERIA |

## CPV Codes

### 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

### 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

## Release History

- 6 Dec 2023 at 15:33 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/035979-2023
- 29 Apr 2022 at 15:27 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/011240-2022

## Notice URLs

- http://www.gov.uk/government/organisations/hm-courts-and-tribunals-services
- http://www.nsandi.com
- https://app.panacea-software.com/nsandi/
- https://nsandi-corporate.com/
- 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-h6vhtk-033285. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-033285.json.