Event Round-up: NS&I Rainbow Programme: Customer Contact and Operations Market Engagement
On the morning of Thursday 27 January, techUK was once again delighted to partner with NS&I to invite suppliers to another event, this time focused on the third of the NS&I Rainbow Programme's four procurement packages: Customer Contact and Operations.
This 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 supplier will provide the people, relevant contact centre technology and capabilities to enable and manage NS&I's assisted digital customer journeys and experiences. It will request and support data provision and insight from this package to be shared with NS&I's other package providers to both inform the organisation's digital customer journeys and experiences and to build its 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 NS&I's 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. NS&I's aspiration is for customers to digitally self-serve and while the organisation is 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.
A multi-channel, digital banking experience platform will underpin NS&I’s delivery of digital self-service customer journeys and is being delivered via an earlier package.
During this event NS&I briefed attendees on:
- its vision and requirements for the Customer Contact & Operations procurement;
- the organisation’s commercial and collaboration approach; and
- the indicative timescale of the competitive dialogue process.
The session concluded with a supplier Q&A. For more information, head to the FAQ section on the NS&I Rainbow Programme website.
Along with the slides from the presentation, a supplier survey will be issued to all registered attendees after the event and NS&I would like all responses to be returned to them by Wednesday 16 February.
You can watch the recording of the full event here:
Heather Cover-Kus
Heather Cover-Kus
Heather is Head of Central Government Programme at techUK, working to represent the supplier community of tech products and services to Central Government.
Prior to joining techUK in April 2022, Heather worked in the Economic Policy and Small States Section at the Commonwealth Secretariat. She led the organisation’s FinTech programme and worked to create an enabling environment for developing countries to take advantage of the socio-economic benefits of FinTech.
Before moving to the UK, Heather worked at the Office of the Prime Minister of The Bahamas and the Central Bank of The Bahamas.
Heather holds a Graduate Diploma in Law from BPP, a Masters in Public Administration (MPA) from LSE, and a BA in Economics and Sociology from Macalester College.
- Email:
- [email protected]
- LinkedIn:
- https://www.linkedin.com/in/heather-cover-kus-ba636538
Ellie Huckle
Ellie Huckle
Ellie joined techUK in March 2018 as a Programme Assistant to the Public Sector team and now works as a Programme Manager for the Central Government Programme.
The programme represents the supplier community of technology products and services in Central Government – in summary working to make Government a more informed buyer, increasing supplier visibility in order to improve their chances of supplying to Government Departments, and fostering better engagement between the public sector and industry. To find out more about what we do, how we do this and how you can get involved – make sure to get in touch!
Prior to joining techUK, Ellie completed Sixth Form in June 2015 and went on to work in Waitrose, moved on swiftly to walking dogs and finally, got an office job working for a small local business in North London, where she lives with her family and their two Bengal cats Kai and Nova.
When she isn’t working Ellie likes to spend time with her family and friends, her cats, and enjoys volunteering for diabetes charities. She has a keen interest in writing, escaping with a good book and expanding her knowledge watching far too many quiz shows!
- Email:
- [email protected]
- Phone:
- 020 7331 2015
- Twitter:
- @techUK,@techUK
- Website:
- www.techuk.org,www.techuk.org
- LinkedIn:
- https://bit.ly/3mtQ7Jx,https://bit.ly/3mtQ7Jx
Annie Collings
Annie Collings
Annie joined techUK as the Programme Manager for Cyber Security and Central Government in September 2023.
Prior to joining techUK, Annie worked as an Account Manager at PLMR Healthcomms, a specialist healthcare agency providing public affairs support to a wide range of medical technology clients. Annie also spent time as an Intern in an MPs constituency office and as an Intern at the Association of Independent Professionals and the Self-Employed.
Annie graduated from Nottingham Trent University, where she was an active member of the lacrosse society.
- Email:
- [email protected]
- Twitter:
- anniecollings24
- LinkedIn:
- https://www.linkedin.com/in/annie-collings-270150158/
Austin Earl
Austin Earl
Austin joined techUK’s Central Government team in March 2024 to launch a workstream within education and edtech.
With a career spanning technology, policy, media, events and comms, Austin has worked with technology communities, as well as policy leaders and practitioners in education, central and local government and the NHS.
Cutting his teeth working for Skills Matter, London’s developer community hub, Austin then moved to GovNet Communications where he launched Blockchain Live and the Cyber Security and Data Protection Summit. For the last 3 years he has worked with leaders in education across the state and independent schools sectors, from primary up to Higher education, with a strong research interest in technology and education management.
- Email:
- [email protected]
- Phone:
- 07891 743 932
- Website:
- www.techuk.org
- LinkedIn:
- https://www.linkedin.com/in/austin-spencer-earl/
