The Post Office has selected Zensar Technologies as one of its tech partners to modernise its IT infrastructure and drive the development of ‘user-friendly’ products and services.
The Indian-headquartered firm, with subsidiaries in the UK, US, Europe and South Africa, was selected by the organisation via Post Office’s strategic procurement initiative, the Digital Capabilities Framework (DCF).
Launched in 2020, the DCF aims to support the Post Office’s digital transformation by engaging a range of technology suppliers across five distinct service categories, or ‘lots’.
These categories encompass areas such as digital consultancy, software development, and IT support services.
This partnership with Zensar – which claims to have won the contract after scoring highest across procurement lots, including experience design, product ownership, management, measurement, and optimisation – is set to span two years, with optional extensions.
According to Zensar, whose other big UK customer includes Tesco’s Insurance subsidiary, the partnership is a significant milestone in the Post Office’s journey towards ‘taking a customer-centric approach to delivering digital products and services’.
Manish Tandon, CEO and managing director, Zensar Technologies, added: “Our combined expertise will ensure we deliver exceptional digital experiences that are both innovative and user-centric.
“We’re excited to develop impactful solutions that enhance the experience of Post Office customers and staff alike and also set a new benchmark for digital excellence in the industry.”
Zensar’s Anup Rege, SVP and CBO, experience services, and brand and communications, said: “This framework not only allows us to collaborate with a top-tier partner but also deliver innovative and efficient digital solutions tailored to the evolving needs of the Post Office.
“By enhancing the experience for both customers and staff, we’re committed to delivering exceptional digital experiences that set new standards in the industry.”
The Post Office’s transformation strategy, particularly concerning the Horizon IT system, is a direct response to the significant miscarriages of justice that occurred between 1999 and 2015.
During this period, over 900 sub-postmasters were wrongfully prosecuted due to faults in the Horizon system, which was introduced over two decades ago to computerise and streamline transactions, accounting, and stocktaking across the Post Office’s branch network.
Hurdles remain, however, particularly regarding the replacement of the Horizon system with a new system called New Branch IT (NBIT), which has recently been paused the Post Office confirmed, “due to significant challenges”.
