As well as monitoring our operational performance in terms of timeliness, accuracy and online availability, NS&I is keen to benchmark service levels against independent standards.
In excess of 100 organisations put their operations forward for consideration under this independent national benchmarking scheme. The largest of its type in the UK, it uses in-depth mystery shopping to examine service across all channels.
In 2015-16 NS&I-Atos finished first in the Banking and Finance Services sector for customer service.
In 2016-17 we once again won first place in the Banking and Finance sector, were ranked 3rd in the email category and came 8th overall from more than 100 organisations in the combined channels award.
Contact Centre Association (CCA) Global Standard© Version 6
In 2015-16, we were among the first organisations to be awarded the CCA Global Standard© Version 6. CCA Global Standard provides a set of key principles agreed by industry experts and stakeholders and is designed to increase the reliability and effectiveness of Contact Centre operations.
This new version of the established standard places a greater emphasis on employee engagement, wellbeing and development, as well as assessing whether we are maintaining excellent customer service through our call centres. NS&I has maintained accreditation to the CCA Global Standard since 2007.
In 2016, nsandi.com was named as the best central government website in the UK for content written in plain English. In the Central Government agency report, NS&I came top of the 2016 rankings. It scored very highly in the readability index compared to its peers, but also distinguished itself in a handful of other key areas to secure its place at the top.
The CISI Annual Conference is one of the two largest and most important financial adviser conferences in the UK. In 2017 the Intermediary Relationships Team’s stand won both the exhibition awards voted for by financial advisers. The awards were for the most innovative and the most educational stand.
In 2014, NS&I won the Model Bank award in the Legacy and Ecosystem Transformation category, in recognition of its operating efficiency.
In 2015, NS&I, Atos and Callcredit jointly won the award for Outstanding Data Quality Management at the Database Marketing Awards.
In 2015-16, Atos was awarded the Investors in People accreditation for its work under the NS&I partnership. Beyond operational performance, the main way we measure the strength of our partnership is through an annual partnership survey conducted by Service Matters (an independent third party). This year saw an overall partnership score of 7.2 (out of 10), up from 7.0 last year – remaining well above industry average.
In 2017, our operational partner Atos won the 2017 Best Outsourcing Thought Leadership (BOTL) for its work with NS&I. This award recognises Atos’ work in partnership with NS&I to create customer centric services, reduce costs and increase productivity through business transformation. A judging panel of six senior sourcing executives from Fortune 1,000 enterprises selected Atos for its real world use case that encompasses innovation, creativity and results.