National Savings and Investment (NS&I) is beginning the second stage of its Rainbow Programme with the search for a partner to support digital self-service for its customers.
It has begun the procurement process for the Digital Experience and Enablement package, with the contract notice indicating an estimated value of up to £172 million.
This follows the launch of a procurement last August for consultancy, software development and other IT service support as the first phase of the programme.
NS&I – the state owned savings bank that is an executive agency of the chancellor of the exchequer – is working towards the end of its outsourcing contract with Atos IT Services in March 2024.
As part of this it wants to build the digital self-service package to “create journeys and experiences designed to support customers” the procurement notice says.
Transition
It adds: “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.”
The agency provides services to government departments through its Government Payment Services offer, and other services including Help to Buy and 30 Hours of Childcare. The notice says there is scope for the range of offers to expand during the lifetime of the contract, which is due to run for 56 months with the option for a two-year extension.
