II.2.1) Title
Customer Contact Centre and Operations
II.2.2) Additional CPV code(s)
48000000
50334400
64200000
72212333
72212510
72212511
72310000
79342300
79512000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
Lot 1 (Customer Contact and Operations) will deliver and integrate front-office (contact centre) services to support digital self-service transactions, requests, queries and complaints, through webchat, messaging and telephony. The supplier shall also deliver back-office services to manage and process non-digital customer interactions through telephony and post, and support vulnerable and digitally excluded customers.
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 £208,000,000 and an additional allowance for potential future B2B services which may be delivered utilising the same capabilities in future totalling £67,800,000 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.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
275 800 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 60
This contract is subject to renewal: Yes
Description of renewals:
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)
II.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
II.2.10) Information about variants
Variants will be accepted:
No
II.2.11) Information about options
Options:
Yes
Description of 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.
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
II.2.14) 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.
II.2.1) Title
Core Banking, Payment, and Reporting
II.2.2) Additional CPV code(s)
66100000
66120000
66151100
66172000
72212411
72212442
79212400
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
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 £291,800,000 and an additional allowance for potential future B2B services which may be delivered utilising the same capabilities in future totalling £188,500,000 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.
II.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6) Estimated value
Value excluding VAT:
480 300 000.00
GBP
II.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months: 108
This contract is subject to renewal: Yes
Description of renewals:
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)
II.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
II.2.10) Information about variants
Variants will be accepted:
No
II.2.11) Information about options
Options:
Yes
Description of 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.
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
II.2.14) 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.