Section one: Contracting authority
one.1) Name and addresses
NS&I
20 Great Smith Street
London
SW1P 3BT
Contact
NS&I Tenders
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.4) Type of the contracting authority
National or federal Agency/Office
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-23-F-04
two.1.2) Main CPV code
- 66110000 - Banking services
two.1.3) Type of contract
Services
two.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.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £99,835,217
two.2) Description
two.2.2) Additional CPV code(s)
- 48811000 - E-mail system
- 48812000 - Financial information systems
- 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
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.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.
two.2.5) Award criteria
Price
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
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Restricted procedure
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-011675
Section five. Award of contract
Contract No
NS&I-23-F-04
Title
Digital Experience and Digital Enablement
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
13 November 2023
five.2.2) Information about tenders
Number of tenders received: 5
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
IBM United Kingdom Limited
P.O. Box 41, North Harbour
Portsmouth, Hants
PO6 3AU
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £99,835,217
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
High Court of England and Wales
London
Country
United Kingdom