Published date: 3 July 2021

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.

Closing: 2 August 2021, 5pm

Contract summary


  • IT services: consulting, software development, Internet and support - 72000000

Location of contract

E14 9SR

Value of contract

£10,000,000 to £22,000,000

Procurement reference


Published date

3 July 2021

Closing date

2 August 2021

Closing time


Contract start date

28 February 2022

Contract end date

27 February 2026

Contract type

Service contract

Procedure type

Competitive procedure with negotiation (above threshold)

Anyone may ask to participate, but only those who are pre-selected will be invited to submit initial tenders and to negotiate.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?


Contract is suitable for VCSEs?



The Financial Ombudsman Service intends to place a contract for the provision of managed IT services to encompass:

1) Ongoing support, maintenance and development of our case management system

Our case management system is built on Microsoft Dynamics 365 CRM at its core with an ecosystem of other applications to facilitate document ingestion and document production. The case management system enables our 2,100 caseworkers to process the complaints we receive. In 2020/21 we received 454,259 new enquiries and 278,033 complaints. Each one of these is logged by our case management system.

The successful tenderer will be responsible for support and maintenance of the case management system and working with our team to successfully develop the case management system in line with our requirements. Future development may include machine-learning and intelligent automation.

2) Ongoing support, maintenance and development of our new cloud-based enterprise data warehouse

Our enterprise data warehouse is the central data repository for the Financial Ombudsman Service. It aggregates data from 12 data sources and facilitates ~100 reports and dashboards that are key to the efficient and effective operation of our business. The enterprise data warehouse is currently being built on Microsoft Azure data platform technologies and will go-live in the first quarter of 2022, replacing our current on-premise data warehouse. The successful tenderer will be responsible for support and maintenance of the enterprise data warehouse and successfully developing the enterprise data warehouse in line with our requirements.

3) Design, development and ongoing support and maintenance of a new digital engagement capability for our business

The Financial Ombudsman Service wants to develop new digital engagement channels to engage with our customers and financial institutions. This will allow:

-Our customers to raise complaints and communicate and share information with us their complaint is processed to outcome; and
-Financial institutions to communicate and share information in relation to complaints raised against them.

After designing and building the digital channels, the successful tenderer will be responsible for support and maintenance of the digital channels (including our existing external website) and the continued development of the digital channels in line with our requirements.

4) Provision of IT resources on demand to augment the Financial Ombudsman Service's team on an ad-hoc basis

Provision of IT resources to augment our team, as called-off by us on an ad-hoc basis, including IT project and portfolio management resources, IT infrastructure resources, information security resources and architecture resources.

These resources maybe involved in project or business as usual activities outside of services 1) to 3) above.

Please register to express your interest at:

About the buyer

Contact name

Chris Jones


Exchange Tower, Harbour Exchange Square
E14 9SR