---
title: "Digital Experience and Digital Enablement"
ocid: "ocds-h6vhtk-03c39a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03c39a"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03c39a.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03c39a.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NS&I"
published: "2023-12-21"
---

# Digital Experience and Digital Enablement

Buyer: NS&I  
Current stage: Award  
OCID: ocds-h6vhtk-03c39a

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## Summary

The procurement process for the "Digital Experience and Digital Enablement" project by NS&I involves the delivery of digital self-service experiences and journeys to retail banking customers. NS&I, based in London, UK, has structured the procurement as part of their Rainbow programme, aiming to transition to a digital-first banking model. The specific capabilities needed for this project include mobile app, website, and voice assistant channels. The procurement stage is in the planning phase, with a communication event scheduled for May 22, 2023. The industry category is banking and investment services. The total estimated contract spend is £126 million.

This tender by NS&I offers business growth opportunities for companies in the service sector, particularly those specializing in digital banking solutions. Businesses with expertise in mobile app development, website design, and communication software development would be well-suited to compete. The project aims to enhance customer experiences and provide cost-effective operational excellence, presenting a significant opportunity for suppliers to contribute to NS&I's digital transformation journey. The procurement method is a restricted procedure within the CCS Technology Services 3 Framework, Lot 4, for major services transformation programmes.

## Notice

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.

### Lot Information

Lot 1

This contract has been awarded following the conclusion of a procurement process. 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 PS202 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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/037630-2023 |
| Notice type | Planning Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 21 Dec 2023 |
| Submission deadline | Not specified |
| Future notice date | 21 May 2023 |
| Award date | 13 Nov 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £168,600,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £99,835,217 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NS&I |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1P 3BT |
| 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 | IBM UNITED KINGDOM |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 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

- 48811000 - E-mail system
- 48812000 - Financial information systems
- 66110000 - Banking services
- 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

## Release History

- 21 Dec 2023 at 10:47 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/037630-2023
- 21 Dec 2023 at 10:41 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/037627-2023
- 16 Jun 2023 at 11:11 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/017177-2023
- 24 Apr 2023 at 13:50 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/011678-2023
- 24 Apr 2023 at 13:42 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/011675-2023

## Notice URLs

- https://nsandi-corporate.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-03c39a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03c39a.json.