Pre Market Engagement - DoF - Digital NI Enabling Programme – DNI Contact Centre Services project

Tender description

***PRE-MARKET ENGAGEMENT EXERCISE*** The Department of Finance (DoF) in Northern Ireland, through the Digital NI (DNI) Enabling Programme, within Digital Shared Services Division (DSS), is seeking to put in place delivery arrangements to provide continuity of Government Contact Centre services to meet the growing demand of the public sector once the current NI Direct contract ends in October 2022. As part of the DNI Enabling Programme, DSS is in the process of developing options for the future delivery of Contact Centre services for the Northern Ireland Civil Service and wider public sector. Previous market sounding events were undertaken in Belfast and London in January 2020 and these forthcoming events are designed to update the market on decisions and activities undertaken since then (in regard to the agreed procurement route, timescales and changes to the requirements). For clarity, these new sessions will contain new content regarding the tender and the future contract. The market engagement will initially be carried out through informational sessions, where DoF teams will share information about the requirement and seek feedback on the scope and approach. Three sessions will be held to ensure maximum reach for potential suppliers, the content for each session will be the same and all sessions will be undertaken remotely. Session 1– Monday November 2nd 10am -12 Noon Session 2 – Tuesday 3rd November 10am - 12 Noon Session 3 – Tuesday 3rd November 3pm - 5pm (An additional session may be added if demand requires it) Suppliers are required to only attend a single session as content will be repeated. A maximum of 2 attendees per session will be permitted from each organisation. In order to enable appropriate engagement during remote sessions, attendance at each session will be limited and will be filled on a first come first served basis. The objectives of this exercise are to: • gain initial supplier awareness, engagement, and opinion, • Update the market on decisions, changes to the requirement and timescales agreed since the previous market engagement sessions • Provide confidence around viability of concept. • gain insight to the market possibilities and potential innovative solutions; • understand risks and issues not previously considered; • understand potential financial models to deliver the required services; and • Prevent the department from advertising an unachievable project at Contract Notice stage. A short pack will be issued to all attendees prior to the session to provide further information on the requirement. A questionnaire will be issued following the sessions to gain further feedback.