Post Office Seeks Front Office IT Applications Services Provider

Mar 03, 2014

The Post Office is on the hunt for a company to refresh its front office applications in a contract that could be worth up to £530m.

However, the Post Office warns this figure may increase or decrease due to changes agreed in the duration of the agreement.

The organisation defines these services as customer facing transactions across multiple channels, including branches, the website, mobile and call centres.

A number of tenders have been issued by the Post Office since 2012 as part of its transformation programme that this contract will contribute to.

Any potential providers will be expected to contribute to the makeover of the organisation’s IT estate, including a transition from the incumbent estate of some current systems to the front office tower supplier and improve the customer experience to meet the 2020 strategy.

The contract notice details a number of specifications for suppliers wishing to bid:

  • change management activities to deliver the training and business process change that accompanies the proposed solution
  • service management activities to govern the operations and management of the front office tower
  • service management to interact and collaborate with the broader supply chain
  • integration with devices, management, maintenance and support for managed applications supporting front office business operations.

The tender also notes that the organisation is seeking to acquire additional services including, but not limited to, hosting and infrastructure support and management services.

The term will initially last for seven years, with the option to extend by three years. The contract is valued at £140m-£400m, but could rise to £530m if the extension is taken.




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