31 Jan 2022

Event Round-up: NS&I Rainbow Programme: Customer Contact and Operations Market Engagement

A summary and the recording of the briefing session on NS&I Rainbow Programme's Customer Contact & Operations Procurement.

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:

NS&I Rainbow Programme: Customer Contact & Operations Market Engagement


Ellie Huckle

Ellie Huckle

Programme Manager, Central Government, techUK

Heather Cover-Kus

Heather Cover-Kus

Head of Central Government Programme, techUK

Jill Broom

Programme Manager, Cyber Security and Central Government, techUK

Julia Ofori-Addo

Julia Ofori-Addo

Programme Assistant, Central Government, DCF, Financial Services, CISG, UK SPF, Nations and Regions, techUK


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