Banking Automation Managed Services IIT (Self Service Devices)

Post Office is issuing two tenders in succession. The first to be issued is as per 1 below (Managed Services of the Self Service Devices) and the second as referred under 2) below the hardware supply of the Self Service Devices
1) Managed Services of Self Service Devices (ATMs & Multi-Function Deposit (MFDs) and other associated Self Service Devices.
To support an existing ATM network (cash dispense notes only) of c.1,400 devices. The volume may increase by up to 500 devices (this is not guaranteed growth).
To support a range of MFDs (cash dispense notes only and deposit of notes and coins). Anticipated volumes are 400 devices by the start of 2028 which may increase by another 400 devices beyond 2028 (this is not guaranteed)
Key services to be included in the procurement are Provision of a fully managed service solution to support both cash dispense and cash deposit functionality (including notes and coin for deposit).

The scope of the services will include:
a. Provision and management of a suitable and future proofed secure telecommunications infrastructure to support an ATM / Multi-Function Deposit (MFD) network including both wireless and wired solutions. The solution must be capable of supporting transactions at the devices and remote software upgrades.
b. Provision of a suitable software stack and ongoing software upgrades and maintenance to support ATMs and MFDs to include as a minimum the following services
i. Cash withdrawal (with and without receipt)
ii. Cash deposit - notes and coins.
iii Cash recycling
iv Balance enquiry / mini statements (scheme dependent) to screen or printed.
v. Combined Balance and Cash transaction
vi. PIN Management Services (PIN Change and Unlock to eligible cards).
vii. Welsh Language Functionality
viii. Text to Speech Functionality
ix. Multiple Language capability for Visa and Mastercard transactions
x. Have onscreen marketing ad branding functionality for POL.
xi. Contactless services (Scheme dependent)
c. A future proofed solution that and enables the introduction of other services including but not limited to, bill payment, staged contactless transactions etc.
d. The software solution must comply with LINK, MasterCard, Visa and PCI regulations (to the extent that the latter's rules apply to the processing of cash transactions), including but not limited to support for Automatic Key Distribution (AKDS), accommodating the key exchange scheme required for each applicable hardware manufacturer (currently Hyosung and NCR) in the host environment.
e. Provision of a comprehensive hardware maintenance solution to support ATMs and MFDs. This may include differentiated service provisioning based on such criteria as transaction volumes, location etc.
f. Consumable provision e.g. receipt rolls
g. Training and training materials including for Postmasters including but not limited to manuals, quick reference guides and videos.
h. Provision and management of a suitable monitoring and event management system.
i. Provision of a suitable helpdesk to support inbound queries received from Postmasters and POL employees and to proactively contact Postmasters to ensure that they undertake the required basic first line maintenance (FLM) and cash management tasks.
j. cleaning services - including regular and ad hoc cleaning.
k. IMAC services to include:
i. Device installations
ii. Device removals
iii. Device relocations within the same premises or to alternative premises
iv. Signage solutions included illuminated signage where required.
v. Comprehensive IMAC turnkey service from initial survey to completion of all works (including but not limited to glazing, brickwork, and stonework), management of all contractors on site and provision of all required sign off and the provision of compliance paperwork.
l. Physical and logical security solutions to prevent theft and fraud. Including but not limited to chains, anchoring solutions, locks, anti-cash and card trapping, anti-skimming solutions etc.
m. Account management services including the provision of a suitably qualified and experienced Account Director, provision of regular and ad hoc reports, adherence to and attendance at governance forums etc.
2) The supply of ATM and MFD hardware (Self Service Devices) - Post Office will be issuing a separate tender for this which is expected early July 2024.
3) Post Office has issued a Pre-Market engagement Notice and has engaged with interested parties.