Following on from the industry briefing in April 2021 that introduced NS&I's Digital Transformation (Rainbow) Programme, techUK is delighted to partner again with NS&I to invite suppliers to another event, this time focused on the third of NS&I’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.
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.
Book your place now for this exciting briefing!
Supplier sessions
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 directly at [email protected] stating your organisation’s interest and availability. NS&I will select a representative sample of service providers, software vendors and partners to assist with this process. Whether you participate or not does not have any bearing on your ability to bid for the opportunity. Further Sessions are expected to take place in February 2022 and details on these events will be announced in due course.
More about NS&I
National Savings and Investments (NS&I) is an Executive Agency of the Chancellor of the Exchequer and a Government Agency. It is one of the UK’s largest retail savings organisations with over 25 million customers, best known for Premium Bonds, but also offering a wide range of other savings products. As it is backed by HM Treasury it offers 100% security on every penny of the over £220 billion currently invested. It is one of the largest savings organisations in the world, as well as a source of cost-effective debt financing. In addition to the services, it provides directly to UK savers, it also delivers services for HM Treasury, the MOJ and HMRC.
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
Heather Cover-Kus
Heather Cover-Kus
Heather is Associate Director, Central Government and Education at techUK, working to represent the tech supplier community to Central Government.
She started as Head of Central Government at techUK in April 2022 and was promoted to Associate Director in August 2025 supporting both the Central Government and Education programmes.
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
Annie Collings
Annie Collings
Annie is the Programme Manager for Cyber Resilience at techUK. She first joined as the Programme Manager for Cyber Security and Central Government in September 2023.
In her role, Annie supports the Cyber Security SME Forum, engaging regularly with key government and industry stakeholders to advance the growth and development of SMEs in the cyber sector. Annie also coordinates events, engages with policy makers and represents techUK at a number of cyber security events.
Before joining techUK, Annie was an Account Manager at a specialist healthcare agency, where she provided public affairs support to a wide range of medical technology clients. She also gained experience as an intern in both an MP’s constituency office and with the Association of Independent Professionals and the Self-Employed. Annie holds a degree in International Relations from Nottingham Trent University.
- Email:
- [email protected]
- Twitter:
- anniecollings24
- LinkedIn:
- https://www.linkedin.com/in/annie-collings-270150158/
Ella Gago-Brookes
Ella Gago-Brookes
Ella joined techUK in November 2023 as a Markets Team Assistant, supporting the Justice and Emergency Services, Central Government and Financial Services Programmes, before progressing into Junior Programme Manager in January 2024.
Before joining the team, she was working at the Magistrates' Courts in legal administration and graduated from the University of Liverpool in 2022. Ella attained an undergraduate degree in History and Politics, and a master's degree in International Relations and Security Studies, with a particular interest in studying asylum rights and gendered violence.
In her spare time she enjoys going to the gym, watching true crime documentaries, travelling, and making her best attempts to become a better cook.
- Email:
- [email protected]
