Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
NS&I
20 Great Smith Street
London
SW1P 3BT
UK
Contact person: NS&I Tenders
E-mail: tenders@rainbow.nsandi.com
NUTS: UK
Internet address(es)
Main address: https://nsandi-corporate.com/
I.4) Type of the contracting authority
National or federal agency/office
I.5) Main activity
Economic and financial affairs
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Digital Experience and Digital Enablement
Reference number: NS&I-23-F-04
II.1.2) Main CPV code
66110000
II.1.3) Type of contract
Services
II.1.4) Short description
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.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
99 835 217.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
48811000
48812000
66112000
72212221
72212510
72220000
72232000
72261000
72262000
72316000
72317000
72318000
72421000
72600000
79342300
79413000
79415000
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
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 £202 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.
II.2.5) Award criteria
Price
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Restricted procedure
IV.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2023/S 000-011675
Section V: Award of contract
Contract No: NS&I-23-F-04
Title: Digital Experience and Digital Enablement
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
13/11/2023
V.2.2) Information about tenders
Number of tenders received: 5
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
IBM United Kingdom Limited
P.O. Box 41, North Harbour
Portsmouth, Hants
PO6 3AU
UK
NUTS: UK
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 99 835 217.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
High Court of England and Wales
London
UK
VI.5) Date of dispatch of this notice
21/12/2023