Section one: Contracting authority
one.1) Name and addresses
National Savings and Investments
London
SW1V 2QX
Contact
Civam Perampalam
civam.perampalam@rainbow.nsandi.com
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://app.panacea-software.com/nsandi/Login.aspx
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://app.panacea-software.com/nsandi/Login.aspx
one.4) Type of the contracting authority
Ministry or any other national or federal authority
one.5) Main activity
Economic and financial affairs
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Digital Experience and Digital Enablement
Reference number
NS&I-21-CPN-02
two.1.2) Main CPV code
- 72600000 - Computer support and consultancy services
two.1.3) Type of contract
Services
two.1.4) Short description
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.
two.1.5) Estimated total value
Value excluding VAT: £172,000,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
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 2024. 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.
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 expand during the contract lifetime that could result in growth of the outsourced services NS&I may be required to support the delivery of.
This procurement is intended to allow for future delivery of digital experience services to support NS&I GPS activities.
The total estimated value in section II.2.6 is £172m. Of this, £111.5m is in relation to the initial term for the retail opportunity, and £32.5m in respect of a possible two (2) year discretionary extension. This £32.5m is subject to further spend control approval.
The remaining £28m is the estimated value for supporting B2B services for both the initial term and any discretionary extension period. B2B and any extensions will be subject to further Cabinet Office spend control approval.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £172,000,000
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
56
This contract is subject to renewal
Yes
Description of renewals
Subject to a discretionary extension of up to two (2) years, subject to Cabinet Office spend control approval.
two.2.9) Information about the limits on the number of candidates to be invited
Envisaged number of candidates: 5
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.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.
The Proposed Contract will be procured using the competitive procedure with negotiation
(CPN) as set out in Regulation 29 of the PCR 2015 which provides a structure for this
competitive tendering exercise.
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Competitive procedure with negotiation
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
14 March 2022
Local time
4:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
1 April 2022
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 6 (from the date stated for receipt of tender)
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.2) Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
six.3) Additional information
Bidders should note that the procurement documents (including the Invitation to Negotiate) are draft documents at this stage, providing indicative information of the Authority's intended approach in the procurement process and are for general information only. The Authority reserves the right to vary, amend and update any aspects of the procurement documents and final details and versions of the procurement documents will be confirmed to applicants successful in being selected to participate in the relevant tender stages of the procurement procedure.
Requests to participate must be by way of completion and return of the Standard Selection Questionnaire (in accordance with the requirements set out in the Standard Selection Questionnaire) by the date and time specified in Instructions to Candidates and Bidders . The Authority reserves the right not to accept requests to participate that are received after the deadline. Candidates are encouraged to submit their submissions well in advance of the stated date and time in order to avoid issues such as technical difficulties with the electronic system that may be due to the high volumes of traffic attempting to submit applications on the same date at the same time.
six.4) Procedures for review
six.4.1) Review body
High Court of England and Wales
London
EC4A 1NL
Country
United Kingdom