Office and computing machinery, equipment and supplies except furniture and software packages

Tender description

This procurement is for the provision of transaction processing, managed services and hardware for the automation of a proportion of 11 500 Post Office branches. Solutions will depend upon the demands of each branch and a number of demographics such as geographic location and cash in/outflow. Lot 1 is for the provision of a highly resilient, compliant and secure platform providing ATM switching to Link and other schemes. Lot 2 is for the provision of multi-vendor software, telecommunications services, hardware installation and maintenance services, monitoring and helpdesk, fraud and security solutions, cash management, balancing and disputes management and other self-service operational services including provision of management information. Lot 3 is for ATM hardware, Lot 4 is for a range of self-service hardware including but not limited to deposit and cash recycling equipment and Lot 5 is for teller cash automation supply but is not limited to cash recycling hardware. The procurement will primarily deliver device driving and transaction switching and routing services that are compliant with all relevant schemes concerned with the processing of financial transactions at devices installed in POL branches throughout the UK and NI. Additionally, the procurement will include scheme membership to include certified service bureau facilities with Link. The service will be capable of providing switching and routing services to other schemes and financial institutions via various mechanisms, including but not limited to Visa and Mastercard. The services must be fully compliant with the relevant scheme rules and regulations and the supplier must provide regular reporting against the relevant scheme rules to attest to compliance and provide supporting MI as and when required. The services must include secure and encrypted telecomms services between the supplier’s systems and the relevant automated device to meet the standards laid down by the relevant Scheme. The services must be highly resilient to at least 99,999 % (this will form part of the contract negotiation), with critical functions being supported by active/active or hot standby services to enable continuity of service in the event of a DR event. The services must be secure and provide a multi layered approach to security and fraud ensuring that monitoring is undertaken for fraudulent activity and cyber related crime. All suspicious fraud and IT security incidents must be monitored, identified and managed through to a satisfactory resolution. The services must enable the efficient delivery of change and ensure that all mandatory change is implemented within scheme requirements and at no cost to POL and that POL receives financial benefit from change that is beneficial to multiple customers of the service provider i.e. shared/pro rata costs. The suppliers must demonstrate the ability to deliver innovation both in terms of service delivery and development and costs management. The service shall be capable of delivering all current and future mandatory services as defined by the relevant schemes, including but not limited to withdrawals, balance enquiries, printed receipts, PIN management services (PIN unlock and PIN change), DCC, mobile phone top ups and charity giving services together with any future services. Additionally the service shall be capable of supporting current and future POL defined solutions including but not limited to support for the Post Office Card Account (POCA) or any other POL derived card based account, digital applications, mobile/smart phone applications, bitcoin, coin, cash and cheque deposit including mixed media, bill payment services and value added services for example text to speech through a culture of innovation and continuous improvement. The service must be capable of providing a disputes/chargebacks resolution service or data to aid the provision of these services to POL’s chosen third party supplier for Lot 2 (Managed Services) for failed customer transactions and partial transactions. The services must be delivered in such a way to meet service levels defined by POL and the relevant scheme(s) through which the disputes originated. The service must be capable of providing MI to aid the balancing and reconciliation of automated transactions including but not limited to cash and coin withdrawals and cash, coin and cheque deposit. This service may be delivered via a managed service or through the provision of the required data to POL or POL’s nominated third party via a real time web portal to enable them to deliver the service. The data must be fit for purpose to enable the resolution of balancing differences that result in either shortages or overages at an automated device and delivered to defined SLAs. The system must be capable of providing consistent functionality and look and feel as far as practicable across all devices. The service must include regular performance reporting daily, weekly and monthly. Provision of the following: Software: — a suitable single software platform that is capable of supporting multi-vendor hardware for all POL banking automation and self-service transactions, — a software stack that includes an industry supported operating system, application software for driving self-service devices, and flexibility to present multiple issuer customer screens, — software to enable secure remote downloads and storage of data to meet scheme regulations e.g. electronic journals, — an asset management database enabling tracking of all devices and critical data to support scheme compliance reporting, — a monitoring solution to identify faults (multi-vendor capable) and produce actions based on agreed business rules, diagnostics and real time event alerts, — real time, regular and ad hoc management information on the performance of all services, — solutions to enable on screen advertising, — enabling digital services through advertising i.e QR codes and printed media such as vouchers. Telecommunications: — new PSTN lines or takeover of existing equipment and lines via novation, — a suitable telecommunications solution to support the processing of transactions such as an ADSL solution with back up e.g. GRPS and maintenance of all lines and services, — a suitable router including maintenance, — real time performance reports. Security and Fraud: — on device security and fraud solutions to support multi-vendor banking automation equipment. Including but not limited to: —— physical security such as safes, locks, plinths, secure rooms, anchoring solutions, etc., —— anti-skimming protection, —— gas attack prevention solutions, —— note degradation systems such as ink dye and glue, —— tracking systems, —— smoke solutions, —— malware protection such as black box, —— encryption solutions e.g. dispenser encryption. Installations, Moves and Changes (IMAC) services and other on-site operational services — site preparation including relevant permissions for works from local authorities, undertaking site surveys, completing preparatory building works, — device staging to enable “plug and play” at customer site locations, — installation of devices in POL premises either owned directly by POL or by a POL agent or any other Post Office nominated location, including any peripheral equipment i.e. security devices and enclosures and any furniture (or modification thereof), — removal of obsolete devices and secure destruction with supporting evidence of any secure parts including but not limited to electronic pin pads (EPP’s) and hard discs, — relocation of devices either within the existing premises or to other Post Office locations, — consumable provision, — on-site training and training materials on maintenance and ATM balancing and any other training deemed relevant by Post Office to the Postmaster and their nominated staff, — regular cleaning services, — provision and installation and replacement of suitable branding, including but not limited to decals, light boxes fascias, collars and off device branding. Remote operational support services and device maintenance — a customer helpdesk facility to support postmasters and other third parties with queries including technical and balancing queries related to the specific multi-vendor device(s) installed in their Post Office, — a suitable fault management solution, — options for the provision of first line and second line maintenance including service levels for new and legacy equipment – the service must be available nationwide to include Northern Ireland, — suitable parts for multi-vendor hardware and secure, compliant parts disposal. ATM Cash Supply and Cash Management — options for the supply, delivery and optimization of cash for automated devices. Including but not limited to: —— Cash forecasting (bulk and device): (i) CiT services; (ii) Prov'n of data to enable effective management of cash and balancing differences; (iii) Alerting of impending and actual cash outages and with trend analysis to enable cash availability. Outline requirements — Hardware — ATMs: Hardware — the provision of multi-vendor banking automation and self-service equipment to enable banking transactions within Post Offices to support locations with both high, medium and low transaction volumes. This may result in a differentiated service proposition based on demographics, — equipment may be provided directly under the agreement, as part of a monthly service fee or via a supply or leasing agreement or another arrangement. Suppliers will be asked to submit options. Hardware requirements will include but will not be limited to the following. — mono function cash dispensing and multi-function devices providing other services including but not limited to deposit taking, bill payments, etc., — the provision of hardware component upgrades for existing equipment to support existing transaction sets and services and preserve the longevity of the incumbent hardware where appropriate, — the provision of both new or refurbished equipment or a combination of both, — the provision of facilities for the secure destruction of obsolete and used parts and subsequent provision of evidence that meets the security requirements of the relevant schemes, — to provide asset management solutions, — to support proof of concept initiatives as required from time to time. The following details the outline requirements for self-service devices with deposit capability including self-service recyclers (including coin). This will include the provision of: — multi-vendor banking automation and self-service equipment to enable banking transactions within Post Offices to support locations with both high, medium and low transaction volumes. This may result in a differentiated service proposition based on demographics, — equipment may be provided directly under the agreement, as part of a monthly service fee or via a supply or leasing agreement or another arrangement. Suppliers will be asked to submit options. Hardware requirements, specific to this lot, will include but will not be limited to the following: — mono function deposit taking devices to handle coin, cash and cheques, cash recycling devices, coin dispense devices. The devices must be capable of handling personal customer and business customer transactions or a combination of both. This will include the provision of: — both new or refurbished equipment or a combination of both, — facilities for the secure destruction of obsolete and used parts and subsequent provision of evidence that meets the security requirements of the relevant schemes, — asset management solutions, and — the support of proof of concept initiatives as required from time to time. The following details the outline requirements for this Lot 5 — Teller cash assist devices including but not limited to teller cash recycler — the provision of cash automation devices for use by tellers and/or customers with teller intervention to enable counter banking transactions within Post Offices to support locations with both high, medium and low transaction volumes. This may result in a differentiated service proposition based on demographics. — equipment may be provided directly under the agreement, as part of a monthly service fee or via a supply or leasing agreement or another arrangement. Suppliers will be asked to submit options, — hardware requirements will include but will not be limited to the following: —— Cash automation devices such as Teller Cash Recycling (TCR) equipment, —— Teller Assist Units. Customer facing cash recycling devices linked directly to the teller position. In addition the provision of the following: — both new or refurbished equipment or a combination of both, — facilities for the secure destruction of obsolete and used parts and subsequent provision of evidence that meets the security requirements of the relevant schemes, — asset management solutions.