Published date: 29 April 2022

Open opportunity - This means that the contract is currently active, and the buying department is looking for potential suppliers to fulfil the contract.

Closing: 31 May 2022, 4pm

Contract summary


  • Banking services - 66110000

  • Customer services - 79342300

  • Customer-care services - 79342320

    • Telephone-answering services - 79510000

    • Mailing-list compilation and mailing services - 79570000

Location of contract


Value of contract


Procurement reference


Published date

29 April 2022

Closing date

31 May 2022

Closing time


Contract start date

1 April 2023

Contract end date

31 March 2028

Contract type

Service contract

Procedure type

Competitive dialogue (above threshold)

Tenders are invited from pre-qualified suppliers after discussion of requirements and potential solutions.

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

Contract is suitable for SMEs?


Contract is suitable for VCSEs?



This procurement will consist of two packages.

The Customer Contact and Operations 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 Core Banking, Payment and Reporting package will will procure a strategic supplier of managed services to deliver and integrate core banking services and systems of record, including: customer accounts and account lifecycle management; pooled accounts; payment verification and transaction processing; interest calculations and capitalisation; statement generation; product development and lifecycle management; general ledger and product accounting; fraud detection and monitoring; account and customer management information; insight capabilities; reporting and knowledge management; and Open Banking.

More information


How to apply

Follow the instructions given in the description or the more information section.

About the buyer


1 Drummond Gate