Customer Contact and Operations

This procurement will consist of two packages.

The Customer Contact and Operations package will procure a strategic supplier of managed services to support, deliver and integrate contact centre services, including the provision of Assisted Digital capabilities, supporting customers through digital self-service and customer journeys to perform on their behalf when needed to support vulnerable and digitally excluded customers.

The Core Banking, Payment and Reporting package will will procure a strategic supplier of managed services to 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; insight capabilities; reporting and knowledge management; and Open Banking.

Additional information: NS&I requires a strategic supplier of managed services to support, deliver and integrate contact centre services, including the provision of Assisted Digital capabilities, supporting customers through digital self-service and customer journeys to perform on their behalf when needed to support vulnerable and digitally excluded customers. The supplier will provide the people, relevant contact centre technology and capabilities, enable and manage our assisted digital customer journeys and experiences. It will request and support data provision and insight from this package to be shared with our other package providers to both inform our digital customer journeys and experiences and to build our Knowledge and Insight capabilities. The supplier shall also deliver operational "back-office" capabilities and services, including complaints management, to manage and process non-digital customer interactions and journeys. While 96% of our customer interactions originate from digital channels, with 6 million customers registered to use online, responses and out bound services currently have lower levels of digital origination. Our aspiration is for customers to digitally self-serve and while we are on the journey to achieve this, the supplier will need to have capabilities to accept and scan post with integrated services into the back-office processes/capabilities as well as print capabilities for outbound services. Reviewing, redesigning and reducing non-digitised interactions and journeys while improving efficiency and reducing customer effort will be vital. Actionable insight will need to be gathered and used to help identify such non digital interactions/ journeys that could be digitised and/or automated ensuring more digital self-serve customer journeys are enabled. This may include for example identifying and implementing opportunities for robotic automation.

NS&I views this event as the perfect opportunity to receive feedback from industry to help shape the Contact Centre and Operations package and explore the viability of our approach. During this event NS&I will: • share its vision and indicative timelines; • share its thinking on the people, ways of working and technology capabilities needed to support its contact centre and back-office operation; • gain your insights and constructive challenge on relevant proven and emerging industry best practice; and • benefit from your insight into the optimal alignment between its requirements and that best practice. As NS&I looks to disaggregate its contracts, the organisation is keen to access the best capabilities contained in the market; and all sizes of companies are encouraged to join if they think they have relevant solutions.

NS&I would like to speak with several suppliers directly after the event to listen to feedback on the requirements and challenge areas of our thinking. If you are interested in participating in one of these sessions, please contact NS&I at [email protected]