Section one: Contracting authority
one.1) Name and addresses
National Savings and Investments
1 Drummond Gate
London
SW1V 2QX
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
Buyer's 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/
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/
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
Rainbow Customer Contact and Core Banking - LOT 1 - Customer Contact Centre and Operations
Reference number
22-CD-01
two.1.2) Main CPV code
- 66100000 - Banking and investment services
two.1.3) Type of contract
Services
two.1.4) Short description
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 and more than £202 billion of funds under management, best known for Premium Bonds but also offering a wide range of other savings products. NS&I raises cost-effective financing for the Government, by offering a range of 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, in addition to IT and infrastructure services. This contract will end on 31st March 2024, and NS&I is embarking on a significant programme of transformation for its outsourced services, called the Rainbow Programme.
This is the third procurement exercise in NS&I’s Rainbow programme and is divided into two lots. Lot 1 is the Customer Contact Centre and Operations contract. Lot 2 is the Core Banking, Payments and Reporting contract.
two.1.5) Estimated total value
Value excluding VAT: £756,100,000
two.1.6) Information about lots
This contract is divided into lots: Yes
Tenders may be submitted for all lots
two.2) Description
two.2.1) Title
Customer Contact Centre and Operations
Lot No
1
two.2.2) Additional CPV code(s)
- 48000000 - Software package and information systems
- 50334400 - Communications system maintenance services
- 64200000 - Telecommunications services
- 72212333 - Contact management software development services
- 72212510 - Communication software development services
- 72212511 - Desktop communications software development services
- 72310000 - Data-processing services
- 79342300 - Customer services
- 79512000 - Call centre
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.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.
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: £275,800,000
two.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)
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: 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.
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.
two.2) Description
two.2.1) Title
Core Banking, Payment, and Reporting
Lot No
2
two.2.2) Additional CPV code(s)
- 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
- 72212411 - Investment management software development services
- 72212442 - Financial systems software development services
- 79212400 - Fraud audit services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.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.
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: £480,300,000
two.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)
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: 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.
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.
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 dialogue
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
31 May 2022
Local time
4:00pm
four.2.3) Estimated date of dispatch of invitations to tender or to participate to selected candidates
20 June 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
Tender must be valid until: 31 March 2023
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 relating to stages of the procurement following the Selection Questionnaire stage 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 Section IV.2.2. The Authority reserves the right not to accept requests to participate that are received after the deadline. Bidders 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
Rolls Building
London
EC4A 1NL
Country
United Kingdom
Internet address
http://www.gov.uk/government/organisations/hm-courts-and-tribunals-services