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.
Contract summary
Industry
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
tender_272175/976986
Published date
3 July 2021
Closing date
2 August 2021
Closing time
5pm
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?
Yes
Contract is suitable for VCSEs?
No
Description
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: https://procurement.financial-ombudsman.org.uk/web/login.html
About the buyer
Contact name
Chris Jones
Address
Exchange Tower, Harbour Exchange Square
London
E14 9SR
England
procurement.enquiries@financial-ombudsman.org.uk
Website
https://procurement.financial-ombudsman.org.uk/web/login.html
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Closing: 2 August 2021, 5pm